Lois Kasweka

Bilingual Customer Success & Onboarding Specialist with 7+ years of experience guiding users through technical platforms, improving adoption, and managing high-volume implementations. Skilled in training, troubleshooting, and building strong customer relationships across fast-paced, cross-functional environments. Known for diagnosing workflow issues, optimizing processes, and delivering exceptional customer experiences.

Consultant Onboarding Specialist at Insight Global (2025-01 – Present)

• Owned the end-to-end onboarding lifecycle for 35+ consultants, ensuring rapid time-to-value and seamless adoption of internal systems.
• Maintain a 4–12 day cycle time, consistently performing below the 12–14 day industry average and accelerating onboarding during peak periods.
• Achieve 95% accuracy across background checks, documentation, and compliance workflows.
• Led virtual training sessions to guide users through technical workflows, improving understanding and reducing escalations.
• Navigate multiple onboarding systems (ComTrak, ATLIS, Onboarding365, NAVEX) to initiate, track, and complete onboarding tasks.
• Acted as a consultant to internal teams by diagnosing onboarding bottlenecks and recommending process improvements.
• Identify workflow gaps and support process improvements to enhance onboarding speed, consistency, and consultant experience.

Onboarding Specialist at DoorDash Canada (2022-01 – 2024-12)

• Delivered end–to–end onboarding support for new merchants, improving activation speed by 20% through streamlined checklists, clearer instructions, and automated follow–ups.
• Guided merchants through platform setup, menu configuration, and feature adoption, ensuring a smooth transition onto the DoorDash system.
• Provided bilingual (English/French) support via phone and email, reducing escalations by offering clear, step–by–step explanations to non–technical users.
• Drove merchant engagement by conducting outbound calls for promotional campaigns, increasing participation by 30% and strengthening long–term platform usage.
• Delivered bilingual training and platform walkthroughs to help merchants adopt key features and optimize their performance.
• Managed multiple onboarding engagements in parallel, coordinating with Sales, Support, and Operations to ensure smooth merchant activation.

Bilingual Collections Specialist at Credit Bureau of Canada (2021-07 – 2022-01)

• Provided accurate, bilingual support for billing and account inquiries, achieving a 95% first‑call resolution rate through clear communication and effective troubleshooting.
• Maintained precise documentation and efficient payment processing, consistently meeting departmental KPIs and compliance standards.
• Resolved escalated issues with a solution‑focused approach, strengthening customer trust and demonstrating strong problem‑solving skills.

Bilingual Customer Service Representative at Metro Inc. (2018-04 – 2020-10)

• Managed high volumes of inbound customer calls while maintaining a 98% satisfaction rating through efficient service and proactive issue resolution.
• Consistently exceeded performance targets by achieving frequent first‑call resolution in a fast‑paced environment.
• Guided customers through digital tools and online services, improving overall user experience and reducing repeat inquiries.

Bilingual Warranty Service Agent at LG Electronics (2016-08 – 2018-02)

• Supported customers with warranty claims and technical troubleshooting, delivering fast, effective solutions to maintain a positive service experience.
• Processed warranty claims and coordinated resolutions, achieving a 95% first interaction resolution rate through clear communication and accurate issue assessment.
• Improved workflow efficiency by streamlining claim processing steps, reducing delays by 10% and enhancing overall service turnaround time.