Puja Narula
Bilingual (English & French) | Debt Counselling | Client Management | Training & Development
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About
Results-driven bilingual professional (English & French) with 7+ years of experience across debt counselling, client management, and language training. Proven track record in negotiating payment resolutions, managing high-volume accounts, and designing effective training programs. Adept at maintaining compliance, leading teams, and delivering measurable outcomes.
Seeking a challenging role in financial services, client relations, or bilingual training where expertise in communication and problem-solving drives organizational success.
Experience
Freelance French Trainer - British School of Languages - India
(2025-03)
- Designed A1–A2 curriculum integrating broadcast listening exercises and role-play scenarios, resulting in a 35% improvement in student comprehension.
- Developed 35+ targeted learning tools including video worksheets and 'Survival French' kits, boosting overall fluency by 40%.
- Trained 3 junior instructors in communicative teaching methodology and standardized curriculum delivery processes.
- Implemented structured progress tracking systems to measure and report student advancement from basic phrases to full dialogues.
Bilingual Debt Counsellor - Total Credit Recovery, Ltd. - Toronto, Ontario, Canada
(2023-11 - 2025-02)
- Managed 50+ delinquent accounts per month, negotiating payment arrangements and achieving a 30% resolution rate in compliance with Ontario's Consumer Protection Act.
- Analysed credit reports using Equifax and proprietary internal tools to develop tailored repayment strategies for clients.
- Mentored 5+ new hires via structured shadowing and call-monitoring programs, improving overall team productivity by 20%.
- Maintained 100% accuracy in call logs and account documentation, ensuring audit-ready records at all times.
- Conducted bilingual (English/French) client communications via phone and email for follow-up and resolution management.
French Tutor - Oxford Learning - Waterloo, Canada
(2023-04 - 2023-09)
- Designed and delivered 50+ interactive French lessons utilizing augmented reality tools, increasing student engagement by 65%.
- Developed 'Math Through Stories' program that raised student word-problem scores by 40%.
- Implemented weekly English debate sessions to strengthen student fluency and critical thinking skills.
Career Services Intern (Co-op) - The Neighbourhood Group - Toronto, Canada
(2023-06 - 2023-08)
- Conducted client follow-ups to ensure satisfaction and addressed service concerns in a timely manner.
- Collaborated with the job development team to identify employment opportunities and current labour market trends.
- Prepared PowerPoint presentations for job fairs and supported counselling sessions through shadowing and mock interview facilitation.
French Teacher - Delhi Public School - Greater Faridabad, India
(2022-08 - 2022-12)
- Delivered interactive French lessons for Grades 4–6, enhancing verbal proficiency through immersive classroom activities.
- Developed customized worksheets and term-end examinations aligned with CBSE academic standards.
Case Manager – French (Medical Tourism) - MedX Health Assistance - Gurugram, India
(2021-01 - 2021-12)
- Managed 60+ French-speaking patient cases via inbound/outbound calls and email correspondence.
- Collected, documented, and communicated patient-specific medical information accurately to healthcare teams.
Case Manager – French (Medical Tourism) - Vaidam Health - Gurugram, India
(2019-11 - 2021-01)
- Led and managed a French-speaking patient coordination team, ensuring efficient communication between patients and medical professionals.
- Translated emails, patient summaries, and medical documents (English ↔ French) with high accuracy.
- Collaborated cross-functionally with medical staff to ensure timely, accurate assistance for French-speaking patients.
Customer Service Representative - Sitel Pvt. Ltd. (Equifax Account) - Gurugram, India
(2018-07 - 2019-05)
- Handled inbound customer service for Equifax; improved CRM-measured customer satisfaction scores by 15%.
- Translated and managed French-to-English and English-to-French email correspondence for clients.
Education
Career Development Professional - Conestoga College, Doon Campus
Bachelor of Arts - Delhi University (2018)
French Diploma & B1-Level French Certification - French - Delhi University & Alliance Française de Delhi (2018)
