Summary
Overview
Work History
Education
Skills
Timeline
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Ludovic DJOMKAM

Mississauga,ON

Summary

Dynamic, results-oriented professional seeking a customer service position that leverages strong communication, analytical, and technical skills. Proven ability to enhance customer satisfaction through effective problem-solving and a keen understanding of client needs. Committed to delivering exceptional service and fostering positive relationships, contributing to team success and organizational goals. Eager to utilize expertise in a challenging environment that values innovation and excellence in customer care.

Overview

13
13
years of professional experience

Work History

Implementation specialist/ technical support

BDO LLP
10.2023 - 07.2025
  • Acted as a technical liaison between Bookkeeping staff and clients, by troubleshooting app, researching workarounds, training the team to improve engagement outcomes
  • Designed efficient implementation workflow for application setup, data migration and client training to reduce provisioning time and guarantee quick and accurate onboarding
  • Researched new applications that can be integrated in the bookkeeper workflow to improve their productivity
  • Created tailored workflows for clients that aligned with their business requirements while working within the limitations of the available software tools.
  • Supported internal teams by addressing software-related questions and troubleshooting configuration issues and application errors.

Implementation Specialist/ Technical Support

MNP LLP
03.2020 - 04.2023
  • Provided technical guidance during the sales process by assisting partners and champions with in-depth knowledge of cloud-based bookkeeping and accounting applications, enabling them to position the right tools for client needs.
  • Reviewed client financial systems and records to identify issues, inefficiencies, and required catch-up work—helping accurately scope engagements and anticipate technical challenges.
  • Led multiple onboarding projects, overseeing the technical setup of accounting applications (e.g., QuickBooks Online, Xero, Wagepoint, Plooto, RBC PayEdge) and supporting clients from data collection to post-implementation training.
  • Developed time-saving solutions for application setup, integrating Excel and cloud tools to reduce provisioning time and improve efficiency for the onboarding and operations teams.
  • Created custom reports and tools using Excel when out-of-the-box solutions were insufficient, ensuring clients received tailored support despite application limitations.
  • Acted as a technical liaison between onboarding staff and project managers, offering guidance, troubleshooting tips, and performance feedback to improve engagement outcomes.

Bilingual Service Delivery Specialist – Cloud Division

Deloitte Canada LLP
06.2018 - 02.2020
  • Delivered exceptional customer service by guiding clients through the full onboarding process, from initial data collection to application setup and training, ensuring a smooth and professional experience.
  • Served as a point of contact for client inquiries, resolving issues promptly and thoroughly by leveraging technical knowledge and effective communication skills.
  • Created and implemented onboarding procedures, standards, and policies, improving team efficiency and client transparency regarding project status.
  • Conducted one-on-one and group training sessions for both clients and internal staff on how to use various applications and tools, ensuring users felt confident and supported.
  • Customized workflows and solutions based on individual client needs and technical limitations, demonstrating adaptability and a customer-first mindset.
  • Provided ongoing technical support to bookkeepers and staff, answering questions, troubleshooting issues, and offering guidance on application usage.

Bilingual Implementation Specialist – Quickbooks Online

Intuit Canada
02.2016 - 06.2018
  • Helped Sales agents close sales by answering technical questions from customers on Quickbooks Online and doing demos on how to effectively use the software to do their bookkeeping
  • Worked closely with various sales teams in helping customers (accountants and small business owners) migrate their accounting data into Quickbooks Online
  • Migrated in a timely and accurate manner customers’ accounting data from various software and applications into QBO
  • Educated accountants on how to use applications to smoothly and efficiently run their business, which usually resulted in huge time savings and higher accuracy
  • Researched new, faster, and better ways to migrate from new accounting software into QBO on a daily basis
  • Ran training sessions, webinars and seminars for accountants and firms, on how to efficiently use main modules in Quickbooks online (Payroll, sales tax, bank feeds)
  • Responded to Customers questions through calls, call backs and emails

Bilingual Service and Support Specialist QuickBooks Online Canada

Intuit Canada
02.2015 - 02.2016
  • Responded in a friendly and timely manner to calls from Small Business owners regarding QBO Pricing and how the product works
  • Resolved, in a helpful and delightful manner, customer enquiries about technical issues occurring within the product (Quickbooks Online, Quickbooks Online Payroll) as they were using it or resulting from migrations from other products.
  • Worked in team to build processes, and procedures to improve Customers experience
  • Documented and reported issues to Team leaders
  • Played a key role in helping the team increase their Net Promoter Score, using my technical skills to find work arounds to bugs or product limitations
  • Handled French escalation from Quebec Customers about Quebec Payroll and Sales Tax

Stretch Assignment - Rotational Tier 2- QuickBooks Online Accountant

Intuit Canada
02.2014 - 02.2015
  • Responded to Small business and Accountant calls in a helpful and friendly manner about how to use the Product, How to deal with unexpected errors (QBO, QBOP, Migration)
  • Acted as Tier 2 Backup, by helping peers with difficult troubleshooting calls, payroll edits, escalations, while using my Tier 1 and accounting knowledge
  • Found and escalated issues in the product that could have potentially resulted in a high number of cancellations (Payroll and Sales tax related issues)
  • Educated accountants on how to setup the payroll, sales tax modules by providing them with tips and best practices.

Bilingual Administrative Support / Customer Service Agent

SEGALA MINING CORPORATION (Subsidiary of ENDEAVOUR MINING formerly AVION GOLD CORPORATION) / Toronto (Mining Company)
09.2012 - 08.2013
  • Responded in a timely manner to emails and calls from suppliers (in both French and English) regarding their invoices and payments
  • Made outbound calls to suppliers to investigate into any discrepancies between purchase orders and invoices, complaints about any aspects of their services or any other invoice related concerns
  • Designed and built a new database for more that 1200 suppliers that helped the department take quicker, more informed decisions, and more accurate reports
  • Entered systematically and thoroughly payments, invoices and other accounting information into the system, which has greatly reduced the number of accounting errors
  • Examined daily and thoroughly hundred of invoices, and other accounting documents, for their accuracy and completeness and to minimize accounting mistakes
  • Processed invoices and prepared payments in an effective way that has reduced the number of double or late payments of invoices
  • Maintained and updated vendor files and file numbers; Assisted with auditor’s request as well as selected accounts analysis
  • Provided other administrative supports.

Education

Advanced Diploma - Business Administration – Accounting

George Brown College
Toronto, ON
01.2013

Bachelor - Management - Accounting

University of Yaoundé 2
01.2009

Skills

  • Comfortable in diverse communication settings
  • Very strong analytical skills, extremely detail-oriented, remarkable problem solving and negotiation skills
  • Customer focused, self-motivated, improvement-oriented, and action-oriented
  • Ability to work under stress, in fast pace environment, in teams or independently
  • Very comfortable with computer, MS Windows environment (Excel, Access, Outlook, Word,…), and accounting software such as Sage (50, One, ACCPAC ERP), QuickBooks (Desktop, Online), Xero
  • Effective verbal and written communication
  • Fully bilingual (French and English)

Timeline

Implementation specialist/ technical support

BDO LLP
10.2023 - 07.2025

Implementation Specialist/ Technical Support

MNP LLP
03.2020 - 04.2023

Bilingual Service Delivery Specialist – Cloud Division

Deloitte Canada LLP
06.2018 - 02.2020

Bilingual Implementation Specialist – Quickbooks Online

Intuit Canada
02.2016 - 06.2018

Bilingual Service and Support Specialist QuickBooks Online Canada

Intuit Canada
02.2015 - 02.2016

Stretch Assignment - Rotational Tier 2- QuickBooks Online Accountant

Intuit Canada
02.2014 - 02.2015

Bilingual Administrative Support / Customer Service Agent

SEGALA MINING CORPORATION (Subsidiary of ENDEAVOUR MINING formerly AVION GOLD CORPORATION) / Toronto (Mining Company)
09.2012 - 08.2013

Bachelor - Management - Accounting

University of Yaoundé 2

Advanced Diploma - Business Administration – Accounting

George Brown College

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Ludovic DJOMKAM