Amour Mahoungou
Toronto
Summary
Experienced Technical Support professional with 5 years in software and cloud support and multilingual customer service. Expertise in troubleshooting complex systems, enhancing user experiences, and optimizing financial solutions. Skilled in workflow automation with n8n and IT service management using ServiceNow, with strong communication in English, French, and Mandarin.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Credit Cards Advisor
Royal Bank of Canada
12.2024 - Current
- Advised clients on RBC credit card products, tailoring recommendations to enhance financial decisions and optimize spending habits
- Processed new credit card applications, ensuring accuracy and adherence to banking regulations for seamless client onboarding
- Provided dedicated support for card activations and limit increases, resolving transactional inquiries promptly to maintain high client satisfaction
- Collaborate with internal teams to escalate and resolve complex client cases, maintaining RBC's high service standards
Bilingual Technical & Customer Support Analyst (EN/FR)
Accenture Inc.
02.2024 - 08.2025
- Delivered end-to-end bilingual technical support for retail POS systems, payment processing, and cloud integrations across North America
- Diagnosed and resolved critical system issues, collaborating with engineering teams to implement solutions that enhanced service reliability
- Trained retail managers and staff on system configurations, increasing user proficiency and ensuring compliance with protocols
- Documented incidents and resolutions in the service desk knowledge base to support knowledge sharing and improve response efficiency
- Client: ExxonMobil/Esso
Digital Marketing & Database Manager
JC Moments Inc.
01.2023 - 02.2024
- Executed Google PPC campaigns that generated qualified leads and enhanced brand visibility
- Leveraged CRM tools to streamline sales pipelines and facilitate successful product launches
- Managed and optimized company databases, ensuring high data accuracy and integrity for informed business decisions
Digital Sales Support Specialist & Customer Service
Crystal Flower Hua
08.2021 - 01.2023
- Led website updates and social media initiatives to enhance digital engagement
- Provided technical troubleshooting support for virtual sales meetings and client presentations
- Monitored daily sales and managed wholesale orders for bulk buyers, ensuring accuracy and timeliness of orders
Customer Support Representative & Online Marketing
Nanjing Fox Education Technology Co. Ltd.
01.2020 - 08.2021
- Executed targeted email marketing campaigns to specific customer segments, contributing to increased customer engagement
- Supported e-commerce operations by managing inventory, processing orders, and troubleshooting initial bugs for the company platform to enhance user experience
- Facilitated communication between customers and management in Mandarin, English, and French.
Administrative Assistant
Morelo Micro-Finance
07.2014 - 07.2016
- Provided administrative support through scheduling, report analysis, and document processing, enhancing operational efficiency at headquarters
- Analyzed reports to identify strategic measures that contributed to overall company profitability
- Designed marketing materials (brochures, newsletters) to engage clients and support campaign objectives
Education
Bachelor of Computer Science -
Jiangsu University of Science and Technology
Zhenjiang City, China01.2020
High School Diploma -
CS Notre Dame du Rosaire
Brazzaville, Congo01.2014
Skills
- N8n and MAKE workflow automation
- ServiceNow platform expertise
- Process optimization strategies
- Technical and software support
- Cloud services management
- Point of sale systems
- Payment processing solutions
- System configuration and setup
- Data management and CRM
- Database administration
- CRM systems (Salesforce)
- Data integrity assurance
- Google Analytics proficiency
- Google PPC advertising
Languages
- English
- Mandarin
- French, Native Proficiency
- English, Fluent
- Mandarin, Intermediate
Certification
• ServiceNow IT Leadership Professional
• Cybersecurity Awareness Certification
• EF Certificate
• TEFL Certificate
• Make Advanced
• Cybersecurity Awareness Certification
• EF Certificate
• TEFL Certificate
• Make Advanced
Websites
Hobbies and Interests
- Engineering
- Music & Songwriting
- Digital Art
- Football
Timeline
Credit Cards Advisor
Royal Bank of Canada
12.2024 - Current
Bilingual Technical & Customer Support Analyst (EN/FR)
Accenture Inc.
02.2024 - 08.2025
Digital Marketing & Database Manager
JC Moments Inc.
01.2023 - 02.2024
Digital Sales Support Specialist & Customer Service
Crystal Flower Hua
08.2021 - 01.2023
Customer Support Representative & Online Marketing
Nanjing Fox Education Technology Co. Ltd.
01.2020 - 08.2021
Administrative Assistant
Morelo Micro-Finance
07.2014 - 07.2016
Bachelor of Computer Science -
Jiangsu University of Science and Technology
High School Diploma -
CS Notre Dame du Rosaire