Lyna Umurerwa
@lynaumurerwa
Customer service advisor at Hydro Solution helping clients with water heaters, heat pumps, billing, and loyalty programs.
CanadaWhat I'm looking for
At Hydro Solution, I advise clients on water heaters and heat pumps in a high-volume role. I handle inquiries about products, billing, and loyalty programs, and place follow-up and outbound sales calls.
I also liaise between clients and suppliers, using internal systems to update files and complete administrative tasks accurately.
Previously, at Fairstone, I resolved customer inquiries and complaints by identifying root causes and finding timely solutions. I also guided merchants and clients through transactions and authorizations.
At Sun Life, I handled escalated requests and assisted with onboarding new employees. Earlier, at Xerox and Teleperformance, I provided printer troubleshooting and technical support, and at GEXEL I assisted with orders, pricing, invoices, returns, and refunds.
Experience
Work history, roles, and key accomplishments
Expert Customer Service Advisor
Hydro Solution
May 2025 - Present (1 year 5 months)
Advise clients on water heaters and heat pumps, delivering exceptional customer experience in a high-volume advisory role. Handle inbound inquiries on products, billing, and loyalty programs; place follow-up and outbound sales calls.
Bilingual Customer Service Representative
Fairstone
Jun 2024 - Apr 2025 (10 months)
Resolved customer inquiries and complaints by identifying root causes and implementing timely solutions. Guided merchants and clients nationwide through transactions and authorizations via professional phone communication.
Managed escalated customer requests and supported challenging calls with patience and professionalism. Assisted with onboarding new employees and provided clients and advisors with accurate product and service information.
Provided troubleshooting and technical support for printers across multiple client companies. Managed incoming calls and inquiries, identified customer needs, and generated sales leads that converted into new customers.
Built positive customer relations through personalized solutions and coordinated service scheduling. Troubleshot technical issues using diagnostic tools, escalating when necessary, and ensured accurate data entry.
Customer Service Representative
GEXEL
Jul 2017 - Jun 2019 (1 year 11 months)
Assisted customers with inbound calls, order processing, pricing, invoices, returns, and refunds.
Education
Degrees, certifications, and relevant coursework
Collège Ahuntsic
DEC (DCS), Electronics Technology
2017 - 2019
Completed a DEC in Electronics Technology (DCS) from Collège Ahuntsic from 2017 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
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