Vanessa IRAKOZE
Ottawa,Canada
Summary
Dynamic professional with a comprehensive background and 6 years of experience in customer relationship. Strong leadership in administrative tasks, fostering effective communication, and enhancing operational efficiency to support proceedings and office operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Millennium Process Group, Inc.
03.2025 - Current
- Advised and supported customers regarding credit card transitions and for account maintenance
- Managed high volume inbound calls and resolved issues promptly while maintaining professionalism
- Managed to resolve complaints by FCR (first call resolutions) which contributed to reduce escalations
- Provided accurate informations with up-to-date knowledge of company products, promotions and policies
- Documented interactions accurately and made post call follow-ups in order to fulfill customers requests.
- Collaborated with the team by sharing best practices to improve workflows.
Customer Care Specialist
Millennium Process Group, Inc.
03.2025 - Current
- Advised and supported customers regarding credit card transitions and for account maintenance
- Managed high volume inbound calls and resolved issues promptly while maintaining professionalism
- Managed to resolve complaints by FCR (first call resolutions) which contributed to reduce escalations
- Provided accurate informations with up-to-date knowledge of company products, promotions and policies
- Documented interactions accurately and made post call follow-ups in order to fulfill customers requests.
- Collaborated with the team by sharing best practices to improve workflows.
Stock Associate
Urban Planet
10.2024 - Current
- Took care of tagging and sorting the new inventory, making sure everything was labeled correctly for better stock handling
- Gave top-notch customer service by helping out, guiding and sorting out questions to make shopping better for everyone
- Returned items that weren't bought from fitting rooms back to where they belong
- Sorted products into categories, making easier for shoppers to find what they need and see everything clearly
- Made sure to tidy up the store consistently, which involved flooding clothes, cleaning surfaces and restocking shelves to keep the area looking good.
Stock Associate
Urban Planet
10.2024 - Current
- Took care of tagging and sorting the new inventory, making sure everything was labeled correctly for better stock handling
- Gave top-notch customer service by helping out, guiding and sorting out questions to make shopping better for everyone
- Returned items that weren't bought from fitting rooms back to where they belong
- Sorted products into categories, making easier for shoppers to find what they need and see everything clearly
- Made sure to tidy up the store consistently, which involved flooding clothes, cleaning surfaces and restocking shelves to keep the area looking good.
Pre litigation Manager
Banque Commerciale du Burundi (BANCOBU S.M)
06.2019 - 03.2024
- Ensured that all pre-litigation activities comply with relevant laws, regulations and internal policies in order to mitigate legal risks and protect the Bank's interests.
- Negotiated (by calls, meetings, mails, memo) with debtors or stakeholders to achieve settlements or payment arrangements, striving to resolve issues amicably and efficiently before they escalate to litigation (increased the results up to 120% of the budget target)
- Worked closely with internal departments such as loan, legal, finance, and compliance, as well as external stakeholders including debtors, attorneys, and collection agencies, to facilitate effective communication and resolution of issues.
- Initiated monthly meeting sections to present the high risk of bad debtors and take decisions accordingly.
Pre litigation Manager
Banque Commerciale du Burundi (BANCOBU S.M)
06.2019 - 03.2024
- Ensured that all pre-litigation activities comply with relevant laws, regulations and internal policies in order to mitigate legal risks and protect the Bank's interests.
- Negotiated (by calls, meetings, mails, memo) with debtors or stakeholders to achieve settlements or payment arrangements, striving to resolve issues amicably and efficiently before they escalate to litigation (increased the results up to 120% of the budget target)
- Worked closely with internal departments such as loan, legal, finance, and compliance, as well as external stakeholders including debtors, attorneys, and collection agencies, to facilitate effective communication and resolution of issues.
- Initiated monthly meeting sections to present the high risk of bad debtors and take decisions accordingly.
Office Manager
Gilbert & Partners SPRL
01.2017 - 06.2019
- Supported a team of 10 employees with various administrative tasks, including scheduling appointments and meetings, email correspondence and reception coverage.
- Handled payroll processing and benefits administration, maintained employee records and managed performance evaluation processes.
- Prepared and managed budgets for office expenses, handled billing and invoicing for clients, monitored expenses.
- Served as a point of contact for clients, scheduled appointments and meetings, assisted with client inquiries and communication.
Office Manager
Gilbert & Partners SPRL
01.2017 - 06.2019
- Supported a team of 10 employees with various administrative tasks, including scheduling appointments and meetings, email correspondence and reception coverage.
- Handled payroll processing and benefits administration, maintained employee records and managed performance evaluation processes.
- Prepared and managed budgets for office expenses, handled billing and invoicing for clients, monitored expenses.
- Served as a point of contact for clients, scheduled appointments and meetings, assisted with client inquiries and communication.
Education
Law Degree -
Université Lumière de Bujumbura
01.2014
Skills
- Bilingual (French and English)
- Customer service
- Administration
- Clerical tasks
- Communication skills
- Attention to detail
- Planning
- Organizing
- Prioritization
- Service-oriented attitude
- Client request management
- Information management
- Follow-up
- Adaptability
- MS Office Suite
- Word
- Excel
- PowerPoint
- Outlook
- Teams
- Discretion
- Confidential information handling
Certification
First aid and CPR
Personal Information
Title: Administrative and clerical specialist
Timeline
Customer Care Specialist
Millennium Process Group, Inc.
03.2025 - Current
Customer Care Specialist
Millennium Process Group, Inc.
03.2025 - Current
Stock Associate
Urban Planet
10.2024 - Current
Stock Associate
Urban Planet
10.2024 - Current
Pre litigation Manager
Banque Commerciale du Burundi (BANCOBU S.M)
06.2019 - 03.2024
Pre litigation Manager
Banque Commerciale du Burundi (BANCOBU S.M)
06.2019 - 03.2024
Office Manager
Gilbert & Partners SPRL
01.2017 - 06.2019
Office Manager
Gilbert & Partners SPRL
01.2017 - 06.2019
Law Degree -
Université Lumière de Bujumbura
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