Merveilles K.m

Highly motivated and accomplished professional seeking a challenging position to leverage my diverse skill set and extensive experience in providing exceptional customer service, and contributing to team success.

Multi Skilled Advisor - NCRi

(2024-11 - 2026-04)

• Assist customers via phone and email, addressing inquiries and resolving complaints efficiently.
• Process orders, returns, and exchanges while maintaining accurate customer records.
• Provide product/service recommendations to enhance customer satisfaction.
• Manage customer accounts and ensure timely issue resolution.
• De-escalation expert and resolve complex customer concerns.
• Maintain a high level of professionalism, empathy and adhere to company policies.
• Excellent communication and active listening
• Conflict resolution and problem-solving
• CRM software proficiency (e.g., Salesforce)
• Multitasking and time management
• Adaptability in fast-paced environments

Administrative Assistant - Refuge Lorrain

(2023-10 - 2024-01)

• Managed a high volume of incoming calls from individuals seeking information about room availability, booking inquiries, and addressing any issues related to rooms and reservations.
• Provided prompt and courteous assistance over the phone, ensuring a positive customer experience.
• Demonstrated excellent communication skills in addressing customer concerns and resolving inquiries efficiently.
• Process bookings, cancellations and resolving issues promptly.
• Maintained detailed records of customer interactions and inquiries for reference and follow-up purposes.
• Experience in providing administrative support in tasks such as planning and coordinating agendas, schedules and/or meetings for management, preparing and reviewing documents, coordinating correspondences, etc.

Assistant Manager - Coughlin & Associates

(2022-08 - 2023-01)

• Provided comprehensive administrative support, including drafting formal correspondence, briefing materials, formatting documents, scheduling meetings, and managing filing systems
• Demonstrated excellent verbal and written communication skills in both official languages
• Proficient in using MS Office products to enhance productivity and efficiency
• Successfully worked independently and collaboratively in a team environment
• Verify information, input, and process payments, verifying accuracy of receipts
• Prepare cheques for signature by a signing officer
• Prepare and update invoices to appropriate accounts, experience in data entry
• Addressed inquiries and provided timely information to clients through phone calls, emails, and mailed letters

Claim Administrator - Epic Global Firm

(2021-03 - 2022-05)

Contractual position with Hunt International

• Conducted meticulous analysis and review of claims from data entry to processing, ensuring accuracy and compliance
• Provided exemplary customer service, establishing solid relationships with claimants, coworkers, and management
• Developed clear and effective communications and templates to address various claim-related interactions
• Thrived in a fast-paced environment, efficiently managing multiple projects and claim processing updates

Customer Service Representative - ICF

(2020-11 - 2021-03)

Contractual position with Hourglass

• Delivered accurate information to the public about the Ontario Electricity Support Program (OESP), utilizing project-related tools and resources
• Communicated effectively with clients, employing both written and verbal skills to ensure clarity and understanding
• Actively listened to customer needs and inquiries, offering exceptional customer service
• Proficient in computing skills and CRM and Teams systems, aiding in seamless service delivery

Customer Service Representative - Belair Direct

(2019-01 - 2020-05)

• Acquired a license to provide insurance in the province of Quebec, demonstrating expertise in insurance offerings
• Provided clients with accurate information about car and home insurance using project-related tools and resources
• Skillfully analyzed multiple sources of information to determine the best course of action for clients
• Exhibited strong listening skills and probed for additional details to ensure customer satisfaction

Customer Service Representative - Millennium 1 Solutions

(2018-01 - 2019-01)

• Responded to customer inquiries primarily via email, utilizing the Salesforce system to ensure efficient communication
• Provided accurate information about the PC Optimum program and unique benefits, fostering customer loyalty
• Kept up-to-date with current events, changes, and updates to deliver the latest information to customers
• Engaged in active promotion of the Loblaw brand and CDIC Program, enhancing brand awareness

Bilingual Information Officer - Service Canada

(2016-12 - 2017-11)

Contractual position with Quantum

• Responded promptly to customer inquiries, primarily over the telephone
• Provided accurate information to the public on various Government of Canada programs and services, utilizing project-related tools and resources
• Maintained records and processed document orders, ensuring efficient service delivery
• Demonstrated navigational support on project-related websites, guiding callers based on project mandates

Customer Service Advisor - Scotiabank

(2014-06 - 2017-04)

• Demonstrated bilingualism and practical communication skills to interact with customers
• Utilized strong analytical abilities to evaluate multiple sources of information for optimal decision-making
• Thrived in a phone-based customer interaction environment, ensuring customer satisfaction
• Leveraged computing skills to aid in various tasks and data management

Supervisor - Tim Hortons

(2010-11 - 2014-06)

• Excellent customer service skills
• Worked cashier, serving front clients and preparations of food area
• Able to multi-task and great team work
• Able to work under pressure or in a fast paced environment
• Excellent at de-escalating client or co-worker concerns and prone to provide satisfactory service for & within the company

Primary Worker - Centre Espoir Sophie

(2013-08 - 2013-09)

• Demonstrated an in-depth understanding of the criminal justice system
• Offered empathetic support to women facing multiple barriers, including poverty, classism, discrimination, and criminalization
• Displayed exceptional crisis intervention skills, providing active listening and emotional support to women
• Ensured the proper functioning of essential services, such as snack time, meals, laundry, mini-salon, and IT support

Volunteer - Elisabeth Fry Society / JF Norwood House

(2012-08 - 2014-04)

• Supervised and provided emotional support to diverse women facing various issues, including racism, criminalization, and homophobia
• Maintained strict adherence to JFN rules and ensured confidentiality

Volunteer - Le Café of Ottawa General Hospital

(2007-07 - 2008-04)

• Supervised, assisted, and interacted with customers/patients, providing exceptional service
• Volunteered over 500 hours, demonstrating dedication and commitment

Leader of the Youth Ministry - Christ in Action Ottawa Church

(2016-07 - 2023-06)

• Demonstrated leadership skills and fostered youth engagement in church activities

Baccalaureate in Social Sciences Specialized - Social Sciences with Major in Criminology and Minor in Civil Law - Ottawa University (2008-09 - 2013-06)

E.S.C Franco-Cité (2003-09 - 2008-06)

Insurance License - Quebec - Authority of Financial Markets (2019-01)