Bertille Youdom

• Handled inbound calls, providing information about federal programs and services.
• Ensured high-quality caller experience while representing federal government.
• Informed callers about various federal programs and services accessible to them.
• Updated knowledge of database content regularly to provide accurate information.
• Expanded expertise in Canadian government structure through continuous learning.
• Joined meetings to discuss procedural updates and work-related matters.

• Ensured compliance with policies and procedures for administration functions.
• Coordinated internal and external communication activities, including emails and telephone calls.
• Acted as liaison between departments to facilitate effective collaboration.
• Assisted leadership team with business planning by attending meetings and providing insights.
• Completed daily reporting requirements consistently and delivered on time.
• Responded promptly to inquiries and requests from internal and external departments, resolving issues efficiently.

• Adjudicated applications flagged for fraud risk and credit eligibility.
• Reviewed customer requests for credit limit increases based on established guidelines.
• Ensured adherence to departmental escalation procedures and PCI compliance standards.
• Supported merchants in processing point-of-sale and real-time credit applications.
• Delivered exceptional customer service while addressing various inbound risk inquiries.

Managed pending applications related to fraud risk and credit limit requests.

Handled fraud, dispute inquiries, and provided merchant support effectively.