Joel Ntagara
I have over a decade of customer service and 5 years of call center experience in the finance industry, particularly insurance and banking, I also was a Quality Control Manager for Iron Horse Security inc.
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About
Over 6 years of experience in the service industry. Specialized in providing quality customer service, financial product solutions, coordinating appointments, and managing multi-line phone systems. Skilled at transferring calls to appropriate departments, managing client accounts, and resolving problems while maintaining excellent customer service standards. Bilingual in English and French with proficiency in Office 365, Teams, and various communication platforms.
Experience
Contact Center Specialist II at Canadian Imperial Bank of Commerce (CIBC) (2021-01 – Present)
Assisted clients with banking issues, filling credit card applications, processing claims or complaints, issuing card replacements, and advising customers on product solutions.
- Provided quality customer service and financial product solutions
- Coordinated appointments
- Answered and directed phone calls to internal departments
- Processed credit card applications and claims
- Issued card replacements
Quality Control Manager at Iron Horse Security Inc. (2019-01 – 2020-12)
Oversaw day-to-day operations including scheduling, managing timesheets for Ottawa and Toronto region, and performing mobile patrols to supervise guards and ensure site security.
- Scheduled and managed timesheets for Ottawa and Toronto regions
- Performed mobile patrols to supervise guards
- Managed access security systems
- Coordinated appointments and transfers calls to appropriate departments
- Engaged via Office 365, Excel, and SharePoint
- Managed account profiles and performed mail delivery clearances
- Resolved problems while providing excellent customer service
Front Desk Secretary at Export Development Canada (EDC)
Performed front desk duties including monitoring visitor entrance, checking employee badges, and issuing appropriate passes to contractors, consultants, and employees.
- Monitored visitor entrance
- Checked employee badges
- Issued passes to contractors, consultants, and employees
- Prevented intrusion and security breaches
- Operated access security systems
Property Manager at Ottawa Sleep Inn (2017-01 – 2018-12)
Performed administrative tasks including processing guest check-ins, checkouts, room changes, secured payments, issued room keys, and verified/adjusted billing for guests.
- Followed up with online booking reservations
- Ensured guest house and rooms were kept clean
- Scheduled check-in and processed checkouts for room bookings
- Posted and marketed ads
- Answered phone calls
- Set appointments for maintenance
- Wrote invoices
- Documented and recorded income and transactions on balance sheets
- Handled complaints and dealt with eviction notices
Education
High School Diploma in Grade 12 – Lester B. Pearson Catholic HS (2012)
