This resume summarizes Petronelle Iwolo Kisila's work experience and qualifications. She has over 7 years of experience in customer service and administrative roles, including positions at the Department of National Defence, Passport Canada, and an insurance company. She has certificates in project management and banking/financial services, as well as computer and office skills.

1. PETRONELLE IWOLO KISILA
415 Maclaren Street, Apt 2008
K2P 2C8
Ottawa, ON,
(613)261-9210: Cell
kpetronelle@yahoo.com
SUMMARY
Job title: sample resume
PROFILE
• Project management Certificate
• Completion of CIFC (Canadian Investment Funds Course)
• Seven years of professional experience as a Customer Service Representative
• Fluently bilingual in French and English.
• Experience operating an electronic cash register.
• Computer skills including Word, Internet and Email. Windows; General office equipment;
Electronic mail; Human Resource software; Word processing software; Spreadsheet
software; Presentation software; Database software; Data analysis software; Internet
research.SAP, CRM software, Outlook, Groupe Wise, PPTC software and NPS Software
• Ability to work efficiently as part of team as well as independently.
• Effective at interpreting and communicating ideas and concepts.
• Problems solving
• Responding to client inquiries and provide detailed instructions on application processes
and regulations
• Following-up with clients
• Attaining information to support the application processes
• Assessing information quickly from electronic sources and providing information to clients
based on their analysis
• Accurately documenting detailed conversation notes for official records
• Communicating effectively over the phone
• Initiative and the ability to build strong relationships.
• Organized and detail oriented
• Record and relay information;
• Schedule and confirm appointments;
• Receive and issue payments;
• Perform clerical duties,
EDUCATION
• Certificate in project management at La cite collegiale 2012 -2013
• Diploma in Banking and Financial Services, Everest College, Ottawa, Ontario, completion
July 2010
• Canadian Investment Funds Course: Investment Funds Institute of Canada July 2010
• Customer Service Training, Adult High School, 440 Albert Street School Board, Ottawa,
Ontario, June 2009
• Marketing & Sales Training, Tropics Services, Democratic republic of Congo, 2004
• Administration, Management & Finance, Diplôma, Institut Supérieur d’Informatique,

2. Democratic Republic of Congo - 1992
• Secondary School Diploma, Minister of National Education, Democratic Republic of Congo,
1984
EMPLOYMENT HISTORY
Record Management and pension assistant: DND (National Defence) from August 28, 2014
to present.
• - Classify, coding, cross-reference, log and records
• - Maintain indexes for classification systems
• - Operate information retrieval systems and respond to requests for records
• - Review files periodically to ensure they are complete and correctly classified
• - Label files according to retention and disposal schedules and prepare files for disposal
• - Maintain access lists for security classified records
• - Compile statistics and reports on activities within records services.
• -Filing
• - Sort material that is to be filed according to particular filing systems
• - File material in drawers, cabinets and storage boxes
• - Locate and remove materials from files when requested
• - Keep records of materials filed and removed.
• - Maintain indexes for classification systems
• - Operate information retrieval systems and respond to requests for record information ,
• Training new stuffs and mentoring colleagues
• Mentoring
Program assistant at Office of Energy Efficiency (OEE) from July 4 to July 16 2014(2weeks
contract) Naturals resources Canada.
• Gather, compile and submit data required for program evaluation and grant reporting under
multiple contracts. Respond to telephone calls. Perform data entry. Ensure all files on each
participant are kept up to date and database reflects latest attendance details. Interact
participants to identify their needs, develop goals, and create goal achievement plans.
Update and maintain accurate and detailed participant records
Data entry agent at Passport Canada from December 2013 to May 2014(6 months contract)
• Performing opening and classification of various documents according to company
procedures;
• Offering clerical support to the administrative staff (filling, photocopying ,scanning,
cropping, data entry in the systems, reading, proofreading documents, screening)
• Accurate interpretation, compilation, and entering of data in the computer system.
• Proper analysis and verification to ensure data integrity.
• Storing correct information in the desired database locations.
• Completion of the required task within the desired deadline.
• Manage additional responsibilities including troubleshooting, file back-ups, regular
updating, and retrieval of data, as and when required.
• Maintain confidentiality regarding the information being dealt with.
Appreciation Certificate Award for hard work and dedication, Passport Canada, November
2013
Administrative assistant (Passport Canada) from July 2013 to November 2013(5 months
contract)

3. • Respond to client requests for information.
• Address customer complaints regarding products or services received.
• Co-ordinate office services, equipment and supplies.
• Assemble data and prepare reports, newsletters, and correspondence.
• Receiving and managing phone calls;
• Receiving, distributing and sending mail
• Performing opening and classification of various documents according to company
procedures;
• Schedule and confirm appointments; Offering clerical support to the administrative staff
(filling, photocopying, telephone follow-ups, correspondence, data entry
• Greet people and direct them to contacts or service areas;
• Obtain and process information required to provide services;
• Operate switchboard or telephone system;
• Answer, screen and forward telephone calls;
Customer service representative (Combined Insurances of America), from June 2011 to
August 2012 (14 months)
• Collecting company funds
• Making phones calls to customers to set up appointment
• Explaining to customers policies they have with the company
• Contacting potential applicants to arrange meetings
• Conferring with customers by phone or in person in order to provide information about
products and services.
• Keeping records of customer interactions and transactions, recording details of inquiries,
complaints, and comments as well and action taken.
• Resolving customers’ service or billing complaints by performing activities.
• Checking to ensure that appropriate changes were made to resolve customer’s problems.
• Contacting customers in order to respond to inquiries or to notify them of claim
investigation results and any planned adjustments.
• Referring unresolved customer grievances to designated departments for further
investigation.
Recreational Assistant, Centre d’Accueil Champlain January 2008 to Mars 2008(2 Months
volunteer)
• Supporting a recreation director with planning,
• Implementing and supervising activities, playing games.
• Scheduling or transporting equipment and supplies.
Owner, Onesim International, Administrator senior manager, January 2001 to July 2007
• Administrative tasks
• Secretarial tasks,
• Handling logistical for the office,
• Ordering supplies,
• Handling mail and paperwork,
• Coordinating schedules, attending meetings
• Reports and presentations.
• Helping with training new staff, supervise training of new employees, assign their duties,

4. make staff schedules, collect employee’s timesheets, and complete various other tasks that
keep offices running smoothly.
• Practical knowledge, acting as a substitute.
• Work with a variety of office equipment.
Secretary receptionist, Tropics Services, RDC, Kinshasa, 1995-2000(5 years)
• Schedule meetings
• Prepare agenda
• Prepare minutes of the meeting
• Take care of correspondence, as directed
• Keep in touch with clients or key customers, as expected
• Perform Clerical duties
REFERENCES
Available upon request