Junior DCHENGA
Toronto,Canada
Summary
Organized and dedicated customer service and technical support specialist with over two years of experience in software-driven environments, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled in troubleshooting and documenting customer concerns. Known for clear communication, problem-solving, delivering high-quality, and unparalleled user support. Hardworking and passionate learner with a strong ability to adapt quickly to new platforms and provide excellent client experiences in fast-paced settings. Ready to help the team achieve the company's goals. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Bilingual Banking Advisor
TEKSYSTEMS
Hybrid
10.2024 - 10.2025
- Provided tailored financial advice to meet client needs and assist in understanding banking products and services through inbound calls (50-80 calls per day).
- Educated clients on digital banking tools and resources.
- Resolved client inquiries and issues promptly and effectively.
- Maintained accurate records of client interactions and transactions.
- Respond to unusual questions on issues reported by clients by using my investigation skills to conduct internal and online research, and contacting appropriate areas and organizations for information.
- Used interpersonal skills to tactfully interview people with widely varying cultural, educational, and linguistic backgrounds to clarify and assess their situations, circumstances, and meet individual or group banking needs and goals.
- Contributing to the continuous improvement of support processes and procedures, in total respect of SLAs.
- Updated accounts databases with validated information to ensure accurate and up-to-date records in Salesforce, to ensure that performance KPIs are being met.
- Participated in ongoing training to stay current with product updates and industry trends.
Technical Support Specialist
GIVEX
Hybrid, ON
01.2023 - 06.2024
- Responded to customer inquiries through phone, email, and chat, demonstrating strong communication skills.
- Delivered front-line technical support for Givex's digital solutions, including gift card systems and POS applications.
- Assisted clients with downloading, installing, and configuring Givex software on various POS terminals.
- Created and managed user accounts with appropriate authorization levels based on client needs.
- Troubleshot diverse technical issues, including login errors and software bugs.
- Guided users in navigating Givex web platform for gift card management and purchases.
- Communicated solutions effectively to both technical and non-technical users across North America and Asia.
- Documented user interactions, issues, and resolutions in the ticketing system (Jira, JobJar) for reference.
Education
Master’s Degree - Computer Engineering
Saint Jerome Polytechnic
Douala, Cameroon08.2018
Skills
- Technical troubleshooting
- Diagnostics and analysis
- POS and Pin Pad configuration
- Financial advising
- Digital banking tools
- Communication skills
- Time management
- Interpersonal skills
- Investment strategies
- Financial planning
- Credit assessment
- Banking software proficiency
- Education funding
- CRM and ticketing systems
- Salesforce and HubSpot
- Jira project management
- Problem-solving and decision-making
- Customer relations management
- Trend analysis and reporting
- Shipping procedures and logistics
- Complaint resolution strategies
- Software tools proficiency
- Microsoft Office Suite expertise
- Live chat support and Help Scout integration
- Microsoft Dynamics 365 Customer Service
Languages
English
Full Professional
French
Native/ Bilingual
Timeline
Bilingual Banking Advisor
TEKSYSTEMS
10.2024 - 10.2025
Technical Support Specialist
GIVEX
01.2023 - 06.2024
Master’s Degree - Computer Engineering
Saint Jerome Polytechnic