Sonia Daisy Tankeu Nguemeni
Montreal,QC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Fraud Department. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist - Recovery Agent
Concentrix
10.2019 - Current
- Managed high call volume while maintaining a courteous and professional demeanor,
- Responsible for investigating fraud cases and providing final decisions to customers,
- Clarify investigation requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to customers and merchants,
- Participate in activities designed to improve customer satisfaction and business performance, track, document, in Excel sheets and customers' fraud case
- Listen attentively to customers' needs and concerns; demonstrate empathy while maximizing opportunities to build rapport with customers,
- Log in customer's dissatisfaction regarding service experience, account security, and rebills,
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Cash Collection Agent
Brasseries Du Cameroun
06.2018 - 08.2019
- Apply cash collections to client engagement using the company's billing and collection system,
- Process and reconcile payments,
- Effectively communicate with customers to obtain payments to meet goals,
- Remind payments from clients who didn't pay on time, discuss reasons, agree on the next steps over the phone and email,
- Communicate payment receipts when inquired by operations,
- Communicate discrepancies and issues with operations and accounting,
- Responsible for researching unapplied payments, overpayments, debit and credit memos, collection issue resolution,
- Escalate cases to the management team with all supporting information and guarantee all necessary actions within control have been taken.
Education
Associate's degree -
CCNB- Dieppe Campus
Moncton, NB06.2021
Skills
- French and English skills
- Sage 50 and QuickBooks accounting software
- Microsoft Word
- Microsoft Office
- Microsoft Outlook
- Contact center skills
- Interpersonal and excellent communication skills
- Typing skills
- Ability to multitask
- Team player
- Banking Software Proficiency
Timeline
Customer Service Specialist - Recovery Agent
Concentrix
10.2019 - Current
Cash Collection Agent
Brasseries Du Cameroun
06.2018 - 08.2019
Associate's degree -
CCNB- Dieppe Campus
Interests
✓ Travelling
✓ Dancing
✓ Reading
✓ Fashion
✓ Volunteering
Interests
✓ Travelling
✓ Dancing
✓ Reading
✓ Fashion
✓ Volunteering
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