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Work Background
SunLife FinancialBILINGUAL CLIENT RELATIONS COORDINATOR
Feb. 2023 - Dec. 2025Alberta, Canada· Handled customer inquiries and complaints about benefits via emails, faxes and chats.
· Tracked customer interactions and analyzed the data to identify areas for improvement.
· Coordinated with other departments to resolve issues and implement customer service policies and procedures.
· Managed the team’s inbox efficiently and flagged non-standard requests to manager.
· Read specifications and accurately logged each English opportunity in multiple systems (CRM, OUTLOOK and SHAREPOINT)
· Managed high volumes of applications and requests with exceptional organizational skills, ensuring timely completion of tasks assigned.
EYBILINGUAL HR CONTACT CENTRE REP
Sep. 2022 - Jan. 2023Edmonton, Alberta, Canada· Provided front-line support to EY employees via phone chat, and service requests, guiding them through HR transactions and processes.
· Used internal knowledge base and HR systems to respond accurately to inquiries related to benefits, payroll, insurance coverage, and policy interpretation.
· Assisted employees with benefit program enrollments, ensuring compliance with eligibility criteria and deadlines.
· Entered, updated, and retrieved data across various HR and payroll platforms with high attention to detail.
· Documented all interactions and resolutions using case management software, maintaining confidentiality and accuracy.
· Identified Knowledge gaps and escalated unclear cases to supervisors for timely resolution.
· Adhered to service center standards for quality, responsiveness, and customer care.
BMOBILINGUAL CREDIT CARD ASSOCIATE
Mar. 2022 - Aug. 2022Edmonton, AB· Handled client inquiries via phone and live chat regarding credit card transactions, disputes, cancellations, card and PIN reissues, online banking access, billing, and payment processing.
· Responded to approximately 30–35 inbound calls daily, providing prompt and accurate support on credit card-related concerns.
· Built trusted relationships with clients by recommending credit products aligned with their financial goals and individual needs.
· Educated customers on credit strategies and guided them in selecting suitable credit card options.
· Ensured client satisfaction through empathetic communication, problem-solving, and attention to detail.
Ford CreditBilingual Account Manager
Mar. 2021 - Jul. 2021Edmonton, AB
TDBilingual Cash Management Officer
Mar. 2019 - Aug. 20193500 Steeles Avenue EAnalyzing & Supporting Cash Management Products and services to aid established Corporate Clients.
Alight SolutionsBILINGUAL CLIENT SERVICE REPRESENTATIVE
Oct. 2018 - Aug. 2020North York, Ontario, Canada· Managed a high volume of inbound calls from clients’ employees, delivering support and education on
healthcare benefits, retirement plans, payroll, and leave management.
· Resolved complex HR and financial inquiries related to health enrollments, retirement withdrawals and contributions, payroll, tax updates, and direct deposits.
· Accurately processed transactions and maintained detailed case notes using multiple systems and screens simultaneously.
· Guided callers through online platforms and conducted additional case research and third-party follow-ups to ensure timely issue resolution.
· Created and updated customer records in internal databases while upholding privacy and data integrity.
· Demonstrated strong active listening, maintained composure under pressure, and ensured high-quality service in a fast-paced call center environment.
Efu-Choo Global CommunicationsFreelance Writer and Publisher of The Chronicles of Greatness Magazine
Apr. 2017 - Sep. 2019Limbe, Cameroon
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