Ivan Ngenzi

I’m a committed and bilingual customer service representative with more than five years of experience providing outstanding service in both French and English. I manage large numbers of incoming calls, emails, and live chats with efficiency, professionalism, and empathy—while staying focused on First call resolution and service level objectives.

In my roles, I handle inbound calls and call backs when required, follow up to customer inquiries, and provide all the assistance needed to satisfy customer needs. I also support Inside Sales with upsells and cross-sells, promoting and offering products and services to foster loyalty and yield outcomes.

I bring strong performance across KPIs, including Average Handle Time and Customer Satisfaction, and I direct calls to appropriate departments to streamline support operations and enhance response time. I adapt quickly to changing tools, procedures, and customer expectations, and I document all interactions in CRM systems to keep account records accurate and up to date.

Alongside customer service, I’ve done technical support work—fixing customer issues by phone, performing internet and cable troubleshooting, and booking a technician visit when needed. I’m confident using remote communication technologies and tools like TeamViewer, AnyDesk, and LogMeIn, supported by solid Microsoft Office skills.