Diayanne Nkwete
Edmonton,AB
Summary
Highly analytical and results-driven professional with a blend of financial expertise and exceptional customer service skills. Known for tailoring financial solutions, building client trust, and exceeding expectations. Committed to fostering loyalty, delivering topnotch service, and contributing to organizational success. Which let to my promotion and an increase in customer satisfaction by 80% on a monthly basis.
Overview
5
5
years of professional experience
Work History
Financial and Customer services representative
CONCENTRIX
08.2020 - 09.2023
- Managed the processing of commercial insurance renewals, policy changes, new business, and cancellations
- Conducted meticulous document comparisons and data matching for accuracy and client file updates
- Utilized broker management system (EPIC) for client file management, document attachment, and data entry
- Communicated billing instructions and payment follow-ups to the accounting department
- Prepared essential reports, certificates, proposals, and other documents for the commercial team
- Facilitated data input and organization for renewal lists and tracking sheets
- Monitored general inboxes, triaged requests, and ensured prompt follow-ups with insurers and clients
- Provided essential support to the commercial team on various projects and business development initiatives
- Offered timely and professional customer service to both existing and new client accounts.
Customer services / TSR Technical support agent and administration support
1PASSWORD.COM
08.2019 - 08.2020
- Assisted with Tier 1 technician escalations to resolve customer issues promptly
- Monitored and managed the Help Desk ticket queue, providing timely resolutions to client requests
- Increasing customer satisfaction by 95%
- Walked customers through the problem-solving process and ensured follow-up to guarantee issue resolution
- Delivered exceptional customer service, exceeding clients' expectations consistently
- Recorded, documented, and closed tickets appropriately, maintaining accurate records
- Collaborated with clients to understand their technical challenges and explained effective solutions
- Conducted fieldwork and travel in and around Edmonton, accounting for 30-40% of work time.
Technical support / Customer service
SHAW COMMUNICATION
08.2018 - 08.2019
- Coordinate with customers to resolve any billing inquiries
- Verified customer information and updated accounts
- Handled multi-line phones, taking and processing orders daily
- Act as the first point of contact for customers seeking help with products or technical issues
- Handled phone issues, watches, tablets, and computers
- Provide troubleshooting and technical assistance to customers
- Assess the customer's needs and translate them into solutions
- Listened to customers and ensured they were satisfied with our services
- Identify customer needs and make appropriate recommendations
- Promote company products where necessary to at least 75% sales each month.
Skills
- 6 years of customer service experience
- Excellent communication and organizational skills
- Proficient in computer knowledge and internet information services
- Strong problem-solving skills and attention to detail
- Committed to providing effective customer service
- Great ability to work in a team or independently
- Reliable, punctual, and possess excellent work habits
- Troubleshooting Apple devices
- Network setup/troubleshooting
- Routing and Switching protocols
- Connectivity troubleshooting (wired & wireless)
- Firewall, router, switch, and modem configurations
- Windows OS and Mac OS support
Education And Training
- High school equivalent Diploma
- Degree
- Computer skills for the workplace: MS Excel, MS Outlook, MS Windows, MS Word, apple devices, Network+
Timeline
Financial and Customer services representative
CONCENTRIX
08.2020 - 09.2023
Customer services / TSR Technical support agent and administration support
1PASSWORD.COM
08.2019 - 08.2020
Technical support / Customer service
SHAW COMMUNICATION
08.2018 - 08.2019
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