Samuel Karorero
Ottawa,Ontario
Summary
Dedicated and results-driven professional with four years of extensive experience in customer and technical support. Adept at providing exceptional service to clients, troubleshooting technical issues, and ensuring customer satisfaction. Seeking a challenging position where my skills in communication, problem-solving, and technical expertise can contribute to the success of a dynamic organization.
Overview
6
6
years of professional experience
Work History
Credit Card Fraud Analyst
RBC Royal Bank
07.2023 - Current
- Recognized control failures in bank processes, procedures and customer decisions and categorized losses.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Gained extensive knowledge in data entry, analysis and reporting.
Insurance Advisor
SOCABU
06.2021 - 05.2023
- Developed marketing strategies to promote new insurance contracts or suggest additions and changes to existing policies.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
Technical Support Representative
MSI Corp
05.2018 - 07.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Ecole Internationale De Bujumbura
Bujumbura, Burundi07.2015
Skills
- Troubleshooting and Assistance
- Windows 10,IOS, LINUX
- MS Office 365
- Organizational Skills
- Team player
- Customer Support Needs Assessment
- Desktop Support
- Staff Training
- Account Management
- Technical Issues Analysis
- Hardware and Software Repair
Timeline
Credit Card Fraud Analyst
RBC Royal Bank
07.2023 - Current
Insurance Advisor
SOCABU
06.2021 - 05.2023
Technical Support Representative
MSI Corp
05.2018 - 07.2021
High School Diploma -
Ecole Internationale De Bujumbura
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