Summary
Overview
Work History
Education
Skills
Languages
Certification
Work Availability
Quote
Timeline
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Kovi Komlan Mawugnon GOVINA

Senior cards operations officer
Moncton,NB

Summary

Extensive experience in digital and electronic transaction reconciliation, data analysis and customer support.

Senior operations executive boosts operational efficiency and service levels to drive sustainable growth across sectors. Cross-functional collaborator and proactive executive leader with skills in policy development, tactical planning and operational problem-solving.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Cards Operations Officer

Ecobank
Lomé , Togo
01.2019 - 02.2024
  • Customer Care Manager
  • Reporting BCEAO
  • Reconciliation of Mobile Money transactions and regularization of unsuccessful transactions
  • Reconciliation of MVISA, MASTERPASS, E-COMMERCE transactions
  • Management of customer relations and regularization of unsuccessful transactions
  • Reconciliation of VISA, MASTERCARD, GIM-UEMOA, UNIONPAY, TPE, WEB Acquiring transactions
  • Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Contributed to business development efforts to drive revenue and meet corporate objectives.
  • Collaborated with sales and marketing teams to develop business strategies to increasing revenue, and effectively targeting new markets.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Customer Relations Manager

Ecobank
08.2014 - 12.2018
  • Maintained statistical database of customers using Software for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Education

Bachelor In International Management & Business St - International Management & Business St

ISCID-CO
Dunkerque, France
07.2013

Skills

  • Public Speaking
  • MS Office
  • Problem Resolution
  • Analytical and Critical Thinking
  • Project Planning
  • Digital assistance
  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Flexible and Adaptable
  • Software Proficiency
  • Data Entry
  • Analytical Thinking
  • Organization and Time Management
  • Decision-Making
  • Interpersonal Communication
  • Customer Service
  • Calm Under Pressure
  • Active Listening
  • Critical Thinking

Languages

English
Professional Working
French
Native or Bilingual

Certification

  • Certification in sales techniques
  • Certification in data analysis

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

Senior Cards Operations Officer

Ecobank
01.2019 - 02.2024

Customer Relations Manager

Ecobank
08.2014 - 12.2018

Bachelor In International Management & Business St - International Management & Business St

ISCID-CO

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Kovi Komlan Mawugnon GOVINASenior cards operations officer