Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Apilawa Lezoka

Edmonton,Canada

Summary

Results-driven professional with experience in technical support and customer service. Known for effective communication and collaboration across departments to resolve complex issues. Committed to enhancing customer experiences while utilizing technical proficiency to address inquiries efficiently.

Overview

10
10
years of professional experience

Work History

Technical Support Representative

Gexel Telecom
Montreal, Quebec
10.2024 - 09.2025
  • Utilized ticketing systems to track and manage support requests effectively.
  • Provided feedback to management on common customer issues for improvement.
  • Assisted customers with technical issues via phone and chat support.
  • Provided technical assistance to customers through phone, email and chat support.
  • Developed and maintained strong relations with customers to meet quality expectations.

Customer Service Advisor

Concentrix
Edmonton, Alberta
02.2024 - 09.2024
  • Documented, researched and resolved customer service issues.
  • Delivered fast and friendly service to handle questions and service complaints.
  • Met personal, team and company goals in customer service environment.
  • Collaborated across departments to resolve customer-related issues.
  • Followed up on unresolved cases to keep customers informed of progress towards solution.
  • Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.
  • Provided accurate information about products and services to customers.

Taxpayer Services Agent

Canada Revenu Agency
Montreal, Quebec
05.2022 - 07.2023
  • Utilized multiple computer systems to access taxpayer accounts and provide assistance.
  • Tracked interactions with taxpayers using internal databases and case management systems.
  • Maintained confidentiality of taxpayer information in accordance with regulations.
  • Coordinated with other departments to resolve taxpayer concerns efficiently.
  • Resolved taxpayer account issues through phone, email, or written correspondence.
  • Monitored changes in tax laws and regulations to stay up to date on current practices.

Fraud Prevention Specialist

CIBC Bank
Montreal, Quebec
01.2019 - 05.2022
  • Identified potential fraudulent activities by closely monitoring customer accounts and transactions.
  • Educated customers about best practices for protecting their personal information from potential threats.
  • Worked cross-functionally with other departments e.g., IT, Legal to address complex cases involving multiple parties.
  • Collaborated with law enforcement agencies to report suspected fraud cases and assist in investigations.
  • Analyzed transaction data to identify trends, patterns, and inconsistencies that may indicate fraudulent activity.
  • Communicated effectively with team members to share information about emerging fraud schemes or tactics.

Accounting Administrative Assistant

Construction Cogela Inc.
Montreal, Quebec
01.2016 - 01.2019
  • Delivered range of basic and advanced clerical support for daily and special project needs.
  • Assisted with accounts payable processes, including invoice review and payment processing.
  • Handled vendor invoices, verifying coding, reconciling purchase orders and documenting approvals in Maestro or Excel.
  • Prepared financial reports and submitted to supervisor.
  • Supported accounts receivable functions by generating invoices and tracking payments received.
  • Supported workflow of daily administrative tasks to achieve targets and deadlines.

Education

Certificate - Accounting

College O'Sullivan
Montreal
12.2015

Diploma - Economics

Universite De Montreal
Montreal
05.2014

Diploma - Administration

College Andre-Grasset
Montreal
08.2011

Skills

  • Time management
  • Problem solving
  • Customer service
  • Account reconciliation
  • Continuous learning
  • Microsoft Office Suite
  • Technical troubleshooting
  • Team collaboration
  • Adaptability to change
  • Customer relationship management

Languages

  • English, Upper Intermediate (B2)
  • French, Proficient (C2)

Timeline

Technical Support Representative

Gexel Telecom
10.2024 - 09.2025

Customer Service Advisor

Concentrix
02.2024 - 09.2024

Taxpayer Services Agent

Canada Revenu Agency
05.2022 - 07.2023

Fraud Prevention Specialist

CIBC Bank
01.2019 - 05.2022

Accounting Administrative Assistant

Construction Cogela Inc.
01.2016 - 01.2019

Certificate - Accounting

College O'Sullivan

Diploma - Economics

Universite De Montreal

Diploma - Administration

College Andre-Grasset

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Apilawa Lezoka