Yvan Kamwa
Etobicoke,ON
Summary
Multilingual customer service professional with advanced French and English language abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Bilingual Emergency Assistance Specialist
World Travel Protection
Toronto, ON
03.2023 - 03.2024
- Reviewed insurance policies to determine coverage and eligibility for claims processing.
- Provided excellent service while handling customer inquiries, complaints, and requests for information regarding insurance policies.
- Managed highly sensitive data
- Conveyed critical and sensitive information with partnering agencies, correspondents and hospitals across Africa, Asia, Australia, Europe and the American continent
- Collaborated with foreign and domestic partners ( correspondents, hospitals, agencies) in both french and english to insure best outcomes for clients
- Researched relevant policy information to answer customer questions.
- Assisted with resolving complex problems for clients in dire situations in a timely manner.
- Developed strong relationships with clients and providers by providing exceptional customer service.
- Collaborated with colleagues from other departments, firms and countries to resolve escalated customer issues.
- Responded promptly to emails and phone calls from partners seeking assistance.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
Bilingual Customer Service Representative
Aston Carter
Mississauga, ON
08.2022 - 10.2022
- Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Maintained and tracked accurate data using CRM and various computer systems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Bilingual Dispatcher
ADT by Telus
Mississauga, ON
08.2018 - 08.2022
- Managed challenging, urgent and sensitive situations
- Conveyed critical and sensitive information with partnering agencies, law enforcement and colleagues across the U.S. and Canada,
- Provided service for clients, technicians and partners in french and english
- Managed sensitive data
- Provided training of new dispatchers in both french and english
- Recorded results of service calls to create report summaries for senior management.
- Monitored changes in delivery schedule and communicated changes to customers.
- Identified locations and needs of callers to accurately send assistance.
- Answered customer requests with information about product availability, shipping information and status updates.
- Responded promptly to customer inquiries regarding product availability, pricing, delivery times and other related issues.
- Coordinated with internal departments to monitor the status of orders.
Bilingual Dispatcher
G4S Security Solutions
Etobicoke, ON
06.2017 - 02.2018
- Managed urgent and sensitive situations
- Relayed critical information with employees, agencies and law enforcement
- provided conflict resolution in tense situations, handled cases
that involved sensitive information - provided service for partnering agencies in both french and english
- Managed data
- Assisted in training of new representatives in both french and english
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
Education
Citizenship And Immigration Case Processing
Canadian Career Education College
Vaughan, ON12.2021
High School Diploma -
Ecole Secondaire Jeunes Sans Frontieres
Brampton, ON06.2014
Some College (No Degree) -
York University
Toronto, ONSkills
- Multitasking and Prioritization
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Creative Problem Solving
- French and English Fluency
- Efficient and Detail-Oriented
Languages
- English
- French
Timeline
Bilingual Emergency Assistance Specialist
World Travel Protection
03.2023 - 03.2024
Bilingual Customer Service Representative
Aston Carter
08.2022 - 10.2022
Bilingual Dispatcher
ADT by Telus
08.2018 - 08.2022
Bilingual Dispatcher
G4S Security Solutions
06.2017 - 02.2018
Citizenship And Immigration Case Processing
Canadian Career Education College
High School Diploma -
Ecole Secondaire Jeunes Sans Frontieres
Some College (No Degree) -
York University
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