Valodette Elsa Azang Djuffo
Calgary,AB
Summary
Bilingual customer service expert fluent in English and French, offering over 4 years of experience in high-volume call centers, technical troubleshooting, and conflict resolution.
Overview
3
3
years of professional experience
Work History
Banking Advisor
RBC
01.2024 - 01.2025
- Handled 90% of client concerns on first contact, improving satisfaction scores by 18%.
- Assisted clients with urgent account issues, applying problem-solving in high-pressure environments.
- Maintained strict data security and resolved high-volume queries efficiently.
- Collaborated with internal teams to ensure accurate communication flow and client safety.
Customer Service Representative
Neo Financial
08.2023 - 12.2023
- Managed high-volume inbound calls, emails, and chat inquiries with empathy and accuracy.
- Ensured CRM data accuracy and reduced transaction errors by 25%.
- Promoted services during 10+ events, strengthening customer trust and engagement.
Technical Support Agent
Concentrix
02.2023 - 08.2023
- Resolved 95% of technical issues while remaining calm in stressful situations.
- Provided step-by-step troubleshooting support, improving resolution time.
- Accurately documented incidents for accountability and service improvement.
Customer Service Representative
Foundever
02.2022 - 02.2023
- Maintained 92% satisfaction through active listening and conflict resolution skills.
- Handled 50+ escalations, improving customer retention by 10%.
- Documented detailed reports to ensure accurate tracking of client concerns.
Education
Bachelor of Science - Microbiology
University of Bamenda
Cameroon Skills
- Public safety and emergency communications
- Dispatch operations
- CCTV monitoring
- Information recording
- Computer proficiency
- Microsoft Office Suite expertise
- CRM systems management
- Data accuracy and integrity
- Call center operations
- Incident reporting
- Customer service excellence
- Attention to detail
- Conflict resolution strategies
- Communication skills mastery
- Critical thinking abilities
- Active listening techniques
- Stress tolerance and resilience
- Problem-solving skills
- Strong writing proficiency
- Respectful and inclusive service delivery
- Accuracy
Languages
English
Native or Bilingual
French
Native or Bilingual
Accomplishments
- Increased digital banking tool adoption by 20% through proactive customer training.
- Resolved 50+ escalations, improving customer retention by 10%.
Timeline
Banking Advisor
RBC
01.2024 - 01.2025
Customer Service Representative
Neo Financial
08.2023 - 12.2023
Technical Support Agent
Concentrix
02.2023 - 08.2023
Customer Service Representative
Foundever
02.2022 - 02.2023
Bachelor of Science - Microbiology
University of Bamenda
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