Laurel Philgiana Serena Renegbanga

Bilingual (English/French) Customer Service Professional with over 4 years of experience in insurance, benefits administration, and client support. Skilled in managing high-volume inquiries, resolving complex issues, and delivering exceptional customer service. Proficient in GroupNet, EAS, Microsoft Office, and administrative support, with a strong focus on accuracy, efficiency, and client satisfaction.

• Ability to stay calm in difficult situations
• Ability to work under pressure
• Account Management
• Accuracy
• adaptability
• Administrative Support
• Appointment Scheduling
• Attention to detail
• Bilingual communication
• Client Relationship Management
• Communication
• Compliance
• Critical Thinking
• Customer service
• Customer support
• Data entry
• data management
• Decision Making
• document preparation
• English
• Filing
• Financial record keeping
• French
• Google Workspace
• interpersonal skills
• Microsoft Excel
• Microsoft Outlook
• Microsoft Teams
• Microsoft Word
• Multitasking
• Operations Coordination
• Organization
• Planning
• Prioritization
• Problem solving
• Project Coordination
• Project management
• Quality assurance
• record keeping
• Reliability
• SharePoint
• Teamwork
• Time management
• written communication

1. Customer Service Representative

   Canada Life Insurance

   Sep 2023 to Jul 2025

   Ottawa, ON

   • Managed 50+ inbound customer calls daily regarding benefits, claims, and coverage. • Assisted members using GroupNet, EAS, and Flex systems to access benefits and update account information. • Guided clients through claims, eligibility, and benefit coverage inquiries. • Resolved complex customer issues while delivering excellent service. • Maintained accurate member records and ensured compliance with company policies. • Provided professional support via phone and email.

2. Customer Service Representative

   MSI Corp

   Jan 2023 to Sep 2023

   Ottawa, ON

   • Handled high-volume inbound and outbound customer calls. • Assisted customers with account inquiries, billing, troubleshooting, and service requests. • Scheduled and coordinated technician appointments for installations and repairs. • Promoted products and services while delivering excellent customer service. • Resolved customer issues efficiently with a focus on first-call resolution.

3. Early Childhood Educator

   Grandir Ensemble

   Nov 2021 to Aug 2022

   Ottawa, ON

   • Supervised children's daily activities in a safe and engaging learning environment. • Planned educational activities to support child development. • Maintained accurate records and communicated with parents and staff. • Ensured compliance with childcare policies and safety standards.

4. Nutrition Aid

   Montfort Long-Term Care

   Feb 2020 to Nov 2021

   Ottawa, ON

   • Prepared and distributed meals while following food safety and infection control standards. • Assisted residents with meal service and dietary needs. • Maintained cleanliness of kitchen and dining areas. • Supported the care team in providing quality resident care.

1. Collège La Cité

   Business Administration (Techniques en administration des affaires)

   Ottawa, ON

   2021

2. Franco-Cité Catholic High School

   Ontario Secondary School Diploma

   2021

• WHMIS (Workplace Hazardous Materials Information System)

• First Aid & CPR

• Food Handler Certification