Munana U. Jimmy

Hardworking and reliable bilingual professional with 10 years of experience in the field of IT, I worked in IT services in banking, telecommunications, and customer service in Montreal and Ottawa. I have good analytical and organizational skills, a good sense of methodical prioritization. I am skilled in using and learning, in problem solving.

I'm versatile. I also have the ability to handle stressful situations, and easily adapt to various situations. A very good team spirit, good communicator and I am a graduate of University Studies in Computer Science.

Cooperative and patient when handling difficult situations. Bilingual in French and English

Administrative clerk support - Apple express

IT support

• Resolve field agent mobile software issues.
• Providing support to Apple Express field agents.
• Set or Reset password, Train new employees and provide guidance throughout the training.
• Providing support to Apple Express's field agents.

Customer Service Representative - Millenium Solutions

(2017-03 - 2019-10)

• Interpreted insurance coverage policies and explained eligibility criteria to clients.
• Successfully handled incoming and outbound calls while being attentive to customer needs.
• Efficiently managed different information systems to respond to customer inquiries.
• Documented call information according to standard operating procedures.
• Responded to customer emails in a timely manner.
• Escalated and followed up on issues or complaints to the appropriate department to ensure they are resolved, and our system is updated regularly to meet the client needs.

Customer Service Representative - VIDEOTRON

(2015-08 - 2017-03)

• Handle incoming inquiries from our customers in a positive and enthusiastic manner
• Actively listen to customers to better understand their needs
• Propose products and services that meet their needs (Phones, Data, Wifi bundles…etc)
• Solve customer issues, redirect them to someone else for help, if required
• Ensure the customer leaves the interaction feeling satisfied

Cleaning (Evening and Week-ends) - CREATIVIA CLEANING SERVICES

(2014-07 - 2017-03)

• Sweep, Vacuum, Mop and polish floors.
• Dust all surfaces, furniture and fixtures.
• Clean and sanitize kitchens and bathrooms.
• Empty trash and recycling bins.
• Washing windows, walls and ceilings.

Bachelor of Computer Science - Computer Science - Kigali Institute of Science and Technology (2012)

Qualitative Research Methods and Data Collection - University of Rwanda (2013)

Interpreter and Translator English Francais, Francais English - YMCA Residence, Montréal (2015)

Artificial Intelligence management - York University