Summary
Overview
Work History
Education
Skills
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Tiffany Kanga Djeudja

Calgary,Canada

Summary

Results-driven Customer Experience Leader with 3+ years in fintech environments, specializing in merchant support operations, team leadership, and SLA management. Proven track record of managing high-performing teams of 25+ specialists while implementing data-driven solutions using advanced analytics platforms (Snowflake, Looker Studio, Databricks) to optimize support processes and achieve measurable performance improvements. Expert in developing knowledge base systems, managing cross-functional collaborations, and serving as primary escalation point for complex customer issues. Demonstrated success in reducing complaint volumes by 8%, improving team productivity by 15%, and maintaining 95%+ SLA adherence in fast-paced payment processing environments.

Overview

2
2
years of professional experience

Work History

Operations Manager

Neo Financial
Calgary, Alberta
03.2024 - Current
  • Led a high-performing team of 25 Customer Experience Specialists in a fintech environment, delivering exceptional merchant support while maintaining strict SLA adherence and achieving 25% improvement in agent performance across 250+ customer interactions."
  • Resolved complex merchant escalations through systematic analysis of 3000+ support tickets, implementing solutions that reduced call volume by 8% and decreased customer complaints by 6%, directly improving overall merchant satisfaction."
  • Established an advisory board comprising top agents, fostering collaboration that enhanced employee engagement metrics by 20% and achieved an impressive retention increase of 8%, contributing to a more stable workforce.
  • Led customer education initiatives by developing bilingual resources and updating website content to serve French-speaking customers, resulting in a 3% reduction in support volume for French customer interactions while improving accessibility and customer satisfaction.
  • Collaborated with Product and Credit Risk teams to resolve system-wide issues and optimize customer workflows, resulting in a 4% reduction in unresolved issues during Q1 and significantly improved service delivery metrics.
  • Developed and maintained comprehensive knowledge base content using Lighthouse and Confluence platforms, updating articles to better align with agent needs and optimize search functionality, reducing average information retrieval time during customer interactions by 1 minute.

Team Lead

Neo Financial
Calgary, Alberta
09.2023 - 03.2024
  • Developed comprehensive reporting systems using Excel and Microsoft Word to analyze customer friction points across a 1M+ user base, enabling targeted solutions that improved process efficiency by 30% and enhanced customer journey optimization..
  • Streamlined customer handling and hold times for the direct report team by 15% each over four consecutive weeks, enhancing customer satisfaction scores while reducing operational costs associated with extended wait periods.
  • Directed a team of 15 Customer Experience Specialists, elevating KPIs by 50% over five consecutive weeks, contributing to overall departmental performance improvements recognized by senior management.
  • Enforced acomprehensive SLA framework, achieving target performance metrics for 6 consecutive weeks through strategic workforce management and real-time resource allocation between voice and chat channels based on service level forecasts

Summer Market Analyst

Creo Solutions
Calgary, Alberta
03.2023 - 06.2023
  • Managed $80,000 budget for market expansion initiatives while conducting comprehensive competitive analysis of 15 industry players, resulting in 30% regional market share increase and 40% improvement in service offerings through strategic recommendations..
  • Conducted a comprehensive SWOT analysis and competitive research on 15 key industry players, culminating in an actionable report that contributed to a 40% improvement in service offerings.
  • Collaborated in weekly strategy meetings alongside cross-functional teams, enhancing financial reporting accuracy by 25%, which led to recognition from senior management for exceptional attention to detail.

Education

Bachelor of Commerce - Finance

University of Calgary
Calgary, Alberta

Skills

  • Team leadership
  • SLA adherence
  • Performance metrics
  • Cross-functional collaboration
  • Process optimization
  • Data analysis
  • Customer relationship management
  • Escalation management
  • Bilingual communication

Timeline

Operations Manager

Neo Financial
03.2024 - Current

Team Lead

Neo Financial
09.2023 - 03.2024

Summer Market Analyst

Creo Solutions
03.2023 - 06.2023

Bachelor of Commerce - Finance

University of Calgary

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Tiffany Kanga Djeudja