Georgina M

Dedicated Bilingual Customer Care Specialist with extensive experience in customer support, administrative functions, and client relations within telecommunications and financial sectors. Proven ability to manage complex service operations, resolve billing inquiries, and facilitate seamless customer migrations. Adept at coordinating client services, maintaining detailed records, and ensuring smooth workflows.

Eager to leverage strong communication skills in both English and French to support client intake and program operations for Recruit Action Inc., contributing to operational efficiency and client satisfaction.

Cashier - Simulas Electric - Nairobi, Kenya

(2024-07 - 2026-04)

• Processed customer payments using cash, card, and mobile money, ensuring accuracy and efficiency in all transactions.
• Issued receipts, facilitated refunds and exchanges, and maintained proper records of daily sales using the POS system.
• Balanced the cash drawer at the end of each shift with minimal discrepancies.
• Assisted customers with product inquiries and guided them in selecting suitable electrical items, including bulbs, switches, sockets, and cables.
• Collaborated with the sales and inventory team to confirm stock availability and provide accurate pricing.
• Maintained a clean and organized checkout area, contributing to a professional and welcoming store environment.
• Reported discrepancies or equipment issues to management promptly, ensuring smooth operations.
• Demonstrated strong customer service and communication skills in a high-traffic retail setting.

Care, Retention and Loyalty Specialist - Rogers Communications, Foundever Group Call Centre - Toronto, Canada

(2023-03 - 2024-06)

• Provided exceptional customer service by addressing inquiries, troubleshooting technical issues, and resolving complaints about Fido and Rogers postpaid wireless, Rogers Ignite internet, home phone, and internet services.
• Maintained comprehensive knowledge of Fido and Rogers products and services, including wireless plans, internet packages, and promotional offers.
• Proactively engaged customers to identify their needs and promoted relevant products and services while utilizing persuasive communication skills to upsell and cross-sell, meeting or exceeding sales targets.
• Assisted customers with service setup, device configuration, troubleshooting connectivity issues, and provided basic technical support for both wireless and internet services.
• Guided customers through billing inquiries, explained charges, and resolved billing discrepancies or payment issues while optimizing billing plans based on customer usage.
• Coordinated technician appointments for customers requiring installation, repairs, or equipment upgrades, ensuring timely scheduling.
• Handled escalated customer concerns with professionalism and empathy, following procedures to escalate unresolved issues for prompt resolution.
• Assisted store agents with inquiries, provided product information, and addressed challenges encountered while serving customers in physical locations.
• Facilitated the transition of customers from Fido internet services to the migration process team.
• Served as a liaison between customers and management, forwarding feedback, suggestions, and complaints for review and action.
• Maintained accurate records of customer interactions and generated performance reports to identify areas for improvement.

Wireless Ambassador Agent - Rogers - Shaw - Toronto, Canada

(2023-07 - 2024-01)

• Developed and communicated a clear migration process to customers, ensuring they understood the steps involved in transferring services from Shaw to Rogers.
• Explained terms of service agreements and addressed customer inquiries while ensuring compliance with contractual obligations.
• Created new Rogers accounts and facilitated profile setup for a personalized experience.
• Managed the distribution of Rogers SIM cards, ensuring timely delivery and activation.
• Guided customers through the process of porting their Shaw phone numbers to Rogers accounts, minimizing downtime and preserving existing contact information.
• Skillfully resolved billing disputes, maintaining customer satisfaction and accurate financial records.
• Assisted retail agents with port-in procedures and various activities related to customer account transitions, providing guidance and troubleshooting assistance as needed.
• Acted as an ambassador between Shaw and Rogers, fostering a healthy relationship.

Overflow Seasonal Agent - Rogers - Toronto, Canada

(2023-07 - 2023-12)

• Spearheaded the activation process for Ignite services, ensuring a streamlined onboarding experience for customers while prioritizing ongoing support for store dealers.
• Provided dedicated assistance to store dealers, guiding them through account cancellations, phone number changes, and hardware device upgrades while delivering insights into exclusive plan offers and discounts.
• Demonstrated proficiency in facilitating price plan changes, hardware upgrades, and exclusive plan offers, aiding store dealers in navigating these processes seamlessly.
• Played a key role in supporting Rogers and Fido customers, facilitating account creation, inter-brand migrations, port-ins, and port-outs, focusing on providing store dealers the tools needed for efficient customer interactions.
• Formulated and executed strategies to bolster customer loyalty, contributing significantly to the retention of both new and existing customers.
• Leveraged in-depth knowledge of Rogers, Fido, and Ignite TV products to provide comprehensive information and education to customers and to equip store dealers with the insights necessary for effective sales.
• Proactively addressed and resolved technical issues, such as SIM card problems and connectivity issues, ensuring prompt resolution and elevating complex matters to relevant departments.
• Collaborated with store dealers to troubleshoot and resolve errors promptly, enhancing overall operational efficiency.

Cable Repair Agent - Rogers - Toronto, Canada

(2023-03 - 2023-07)

• Responded to customer inquiries and service requests related to cable TV, internet, and phone services.
• Diagnosed and resolved technical issues, scheduled service appointments, and maintained accurate records.
• Provided feedback to improve customer experience and assisted with Ignite migrations.

Member Relations Agent - PSCU, Foundever Group - Toronto, Canada

(2022-06 - 2023-02)

• Delivered exceptional member relations services in a banking call center environment, ensuring adherence to the highest standards of customer service.
• Demonstrated a thorough understanding of a wide range of banking products and services, providing members with accurate information to meet their needs while ensuring compliance with banking regulations.
• Executed various banking transactions, including deposits, withdrawals, and transfers, with precision and maintaining meticulous records.
• Identified strategic opportunities to cross-sell and upsell banking products, contributing to the organization's financial growth while enhancing member experience.
• Managed appointment scheduling, showcasing organizational skills and attention to detail to facilitate seamless interactions between members and banking representatives.
• Effectively addressed member inquiries and complaints, utilizing a solutions-oriented approach for prompt issue resolution while maintaining high levels of satisfaction.
• Provided valuable information and guidance on banking-related topics, fostering financial literacy and empowerment among members.
• Collaborated with colleagues to ensure the highest level of service delivery in the banking call center team.

Administration Assistant & Property Accountant - Bosco Enterprises - Nairobi, Kenya

(2013-01 - 2019-08)

• Coordinated daily office operations, ensuring smooth workflows and the efficient functioning of office activities. Managed communications, including phone calls and emails, ensuring timely responses and distribution.
• Served as the first point of contact for clients, providing exceptional customer service and promptly addressing inquiries. Scheduled client meetings, property viewings, and open houses, maintaining detailed appointment calendars.
• Prepared and processed real estate documents, including contracts and leases, ensuring accuracy and compliance with legal standards. Maintained and updated client files for easy retrieval and confidentiality.
• Assisted in creating marketing materials, such as brochures and online listings, to promote properties and company services.
• Conducted data entry and maintained databases, ensuring accurate records. Monitored office supplies and placed orders as necessary to maintain essential inventory. Assisted in preparing financial reports and managing budgets.
• Managed housing contract administration, ensuring accuracy and completeness while effectively communicating with tenants to address queries.
• Reviewed and implemented monthly budgets for rental properties, optimizing financial performance and identifying cost-saving areas.
• Prepared detailed financial statements and reports for stakeholder analysis, providing transparent financial information.
• Tracked expenses, ensuring timely payments, and maintaining up-to-date records of tenant correspondence to foster positive landlord-tenant relationships.
• Conducted regular audits to ensure financial accuracy and compliance with accounting standards.
• Established effective communication between property management and tenants.

Seasonal Retail & Inventory Accountant - Faustina Boutique - Nairobi, Kenya

(2013-01 - 2018-12)

• Managed sales and resolved customer issues, assisted with internal audits, and operated the cash register/POS system.
• Examined products for damage, conducted inventory, and managed social media accounts.

Personal Support Worker - Eastern College (2026-05)

Office Administration Management - Udemy (2024-06 - 2024-06)

Certificate - Financial Planning Certificate - Seneca College (2020-09 - 2021-04)

Certificate - Financial Technology Certificate - Seneca College (2019-09 - 2020-04)

Certified - Investment Financial Analysis - Royal Business School (2017-09 - 2018-12)

Bachelor - Commerce, Finance - KCA University (2014-01 - 2017-11)

International Computer Driving License - Orbit School of Management Studies (2013-01 - 2013-06)