DEBORAH CHIOMA EMEFIENA
Regina,SK
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
RESEARCH ASSISTANT
UNIVERSITY OF REGINA
09.2022 - Current
- Assist in researching relevant data through relevant procedures and techniques, Library research
- Interprets and analyzes data Meet with faculty supervisor on regular basis to report on research made and ensure ongoing communication Schedules, organizes and report on status of research activities
- Worked both independently and collaboratively in fast-paced laboratory environment
- Attended seminars and symposiums to improve overall knowledge and understanding
Bilingual Customer Service Representative
REGIONAL CONTACT CENTER | ECOBANK GROUP
01.2020 - 08.2022
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Handling French related engagements and translation for Anglophone; liaison with francophone center
- Payments, chargebacks and dispute resolution support to Agency banking relating to terminals, mobile app, Case assignments - Identify, escalate, troubleshooting and follow up pending issues with relevant departments for resolution and satisfactory closure
- Responded to account issues by taking inbound calls, handled outbound calls and emails.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Developed and updated databases to handle customer data
- Trained new personnel regarding company operations, policies and services
- Translated documents, forms and other materials from English to French
- Educated customers about billing, payment processing and support policies and procedures
- Utilized French language proficiency to build relationships with French-speaking customers
Bilingual customer consultant
FRAUD AND ANALYTICS, ECOBANK NIGERIA LTD
10.2019 - 01.2020
- Responsible for transaction monitoring and outbound engagements to francophone customers to confirm authenticity and validity of payments, if duly authorized or not
- Daily analysis and reporting rendition on suspicious transactions
- Escalate sensitive issues, red flags and feedback to line manager for further actions
- Organized and detail-oriented with strong work ethic.
- Managed over 50 customer calls per day
- Applied effective time management techniques to meet tight deadlines
- Demonstrated high level of initiative and creativity while tackling difficult tasks
Education
Master of Arts - French And Francophone Intercultural Studies
University of Regina
Regina, SK08.2024
Bachelor of Arts - French
University of Uyo
Akwa Ibom State, Nigeria06.2018
Skills
- Communication
- Team work
- Problem solving
- Organizational
- Analytical
- Emergency Service Coordination
Certification
- Information security awareness Training ,Ecobank academy - 2022
- Customer Experience: CX Behavior , Ecobank academy - 2021
- Information security and compliance , Ecobank academy - 2020
Timeline
RESEARCH ASSISTANT
UNIVERSITY OF REGINA
09.2022 - Current
Bilingual Customer Service Representative
REGIONAL CONTACT CENTER | ECOBANK GROUP
01.2020 - 08.2022
Bilingual customer consultant
FRAUD AND ANALYTICS, ECOBANK NIGERIA LTD
10.2019 - 01.2020
Master of Arts - French And Francophone Intercultural Studies
University of Regina
Bachelor of Arts - French
University of Uyo
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