Jemimah Ebua
Gloucester
Summary
Operations professional with strong background in streamlining processes and optimizing efficiency. Demonstrates robust focus on team collaboration and consistently meets organizational goals. Adaptable and reliable with skills in project management, data analysis, and problem-solving. Known for clear communication, strategic thinking, and results-driven approach.
Overview
5
5
years of professional experience
Work History
Operations Associate
Brim Financial
09.2025 - Current
- Support onboarding and migration readiness (OMR) for new partners, collaborating cross-functionally with QA, Finance, and Engineering teams.
- Coordinate daily operations to streamline workflow and improve efficiency across departments.
- Implement process improvements that enhance accuracy in order fulfillment and inventory management.
- Train new team members on operational procedures and best practices for system usage.
- Analyze performance metrics to identify trends and inform operational strategies for better outcomes.
- Conduct user acceptance testing (UAT) for newly onboarded clients to validate product functionality and process accuracy.
- Oversee calibration and quality assurance for both the Fraud and Call Centre departments, ensuring adherence to compliance and service standards.
- Maintain and revamp internal QA scorecards to align with updated KPIs and operational objectives.
- Track and analyze team KPIs (CSAT, SLA, call quality) to identify trends and recommend process improvements.
- Develop and update standard operating procedures (SOPs) and training resources across onboarding, fraud, and operational processes.
- Manage balance transfer and CBR processing as part of business-as-usual (BAU) workflows
Customer Support Specialist
BRIM FINANCIAL - Fintech
07.2024 - 08.2025
- Delivered multi-channel support for cardmembers and business partners across embedded banking and rewards-based credit card programs.
- Led a strategic “Save-a-Card” retention initiative, analyzing client survey data to identify drop-off patterns and implementing new marketing approaches aimed at increasing cardholder retention.
- Created rebuttals and communication strategies based on behavioral data and client feedback to proactively address closure reasons and re-engage customers.
- Built and maintained partner-specific Confluence SOPs and FAQ pages for PayFacto and CWB, enabling scalable internal training and external clarity.
- Triaged technical issues (e.g., payment declines, transaction blocks, fraud triggers) and coordinated with engineering and finance teams via Jira.
- Oversaw team KPI tracking, including CSAT scores and SLA metrics, and delivered insights on performance trends to inform process improvements.
- Managed quality assurance calibration sessions with call centre to evaluate call effectiveness and consistency.
- Led payment rejection process updates, including template creation and case handling for the CWB program.
- Acted as interim Team Lead, running daily standups, coaching agents, and reviewing escalated customer journeys.
Customer Relations Specialist
CANADA LIFE
02.2024 - 07.2024
- Efficiently resolved customer inquiries via telephone and email by leveraging diverse systems and tools, ensuring timely and high-quality service.
- Coordinated across departments to deliver accurate and timely responses, enhancing customer satisfaction, and maintaining service excellence.
- Contributed to a dynamic learning environment, actively engaging in developmental opportunities to continuously improve knowledge and service delivery.
- Utilized Microsoft Office and multiple computer systems with proficiency, supporting effective data management and operational efficiency.
- Demonstrated problem-solving expertise, employing investigative skills and making timely decisions to effectively address customer issues.
- Exhibited strong multitasking abilities, managing multiple tasks and inquiries simultaneously in a fast-paced environment.
- Adapted to high-pressure situations with resilience, ensuring consistent customer support and satisfaction.
Associate, Credit Cards
BANK OF MONTREAL
04.2022 - 10.2023
- Probed to understand customer needs and provides advice related to personal banking and credit card strategies in the best interests of the customer.
- Managed all transactional outcomes of customer calls or defers to appropriate internal business groups.
- Performed any required activities to ensure customer’s requests are accurately processed.
- Maintained current knowledge of personal banking and credit card industries, practices, and trends which I integrated into customer conversations in a professional manner.
- Integrated marketing promotions and programs into customer conversations when appropriate.
- Maintained the confidentiality of customer and Bank information.
Co-op student / Receptionist
WELLMEDICA MEDICAL CENTRE
08.2020 - 09.2020
- Organized and prepared instructional materials and exports
- Assisted Lab technician in taking patients’ blood pressure and urine tests
- Earned reputation for effectiveness and hard work
- Utilized Excel to compile data gathered from various sources
- Made confirmation calls for patient appointments
- Utilized EMR to book patient appointments and create their charts
- Managed reception and lobby area, greeted visitors and responded to requests
- Answered approximately 10-15 phone calls daily and pleasantly welcomed visitors to the clinic
- Organized files, developed spreadsheets, faxed reports and scanned documents
Education
Bachelor's of Honours - Health Sciences, Minor in Mathematic
University of Ottawa
Ottawa, ON10-2026
High school diploma - undefined
École Secondaire Jeunes Sans Frontières
Brampton, ON01.2021
Skills
- Data analysis
- Onboarding support
- Workflow coordination
- Performance analysis
- User acceptance testing
- Quality assurance oversight
- KPI tracking
- Standard operating procedures
- Data analysis
- Confluence
- Project Management
- Atlassian and Jira
Languages
English Native
French Native
Courses
Active Listening & Communication at SafeTalk
Timeline
Operations Associate
Brim Financial
09.2025 - Current
Customer Support Specialist
BRIM FINANCIAL - Fintech
07.2024 - 08.2025
Customer Relations Specialist
CANADA LIFE
02.2024 - 07.2024
Associate, Credit Cards
BANK OF MONTREAL
04.2022 - 10.2023
Co-op student / Receptionist
WELLMEDICA MEDICAL CENTRE
08.2020 - 09.2020
High school diploma - undefined
École Secondaire Jeunes Sans Frontières
Bachelor's of Honours - Health Sciences, Minor in Mathematic
University of Ottawa