Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mesode Sumbong Sandrine

Krakow,12

Summary

Accomplished Support Engineer with a proven track record at LTIMindtree, enhancing customer satisfaction and retention through expert remote support and effective troubleshooting. Skilled in technical analysis and communication, adept at solving complex issues, and contributing to team knowledge sharing. Increased client trust significantly, leveraging both hard and soft skills to deliver exceptional service.

Overview

3
3
years of professional experience

Work History

Support Engineer

LTIMindtree
01.2024 - Current
  • Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Increased client retention by building trust through excellent communication skills and timely issue resolution.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
  • Communicated with clients to verify roots and causes of computer problems.
  • Connected to computer of client using remote link to install programs and applications.

AML Analyst

ING
03.2022 - 12.2023
  • Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
  • Strengthened AML compliance by conducting thorough risk assessments and monitoring transactions.
  • Analyzed large datasets using various analytical techniques to identify patterns indicative of potential money laundering activities.
  • Investigated fraud referrals and performed research to minimize risk and resolve inquiries.
  • Conducted due diligence investigations to mitigate potential risks associated with high-risk customers.
  • Maintained up-to-date knowledge about emerging trends in financial crime, sharing insights with team members for continuous improvement initiatives.
  • Actively contributed to the continuous improvement of the organization''s AML program by sharing experiences, knowledge, and lessons learned with team members.

Bilingual Customer Service Representative

Sitel
11.2021 - 02.2022
  • Assisted customers with French-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French languages.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.

Education

Master of Arts - Business Management

Vistula University
Poland
03.2023

Bachelor of Science - Human Resources Management

PAN-AFRICAN UNIVERSITY
Cameroon
06.2018

Skills

  • Remote Support
  • Troubleshooting skills
  • Network Troubleshooting
  • Hardware and software installation
  • Technical Support
  • Technical Analysis
  • Application installations
  • Customer Education
  • Data Analysis
  • Communication
  • Financial Crime

Languages

English
Native language
French
Upper intermediate
B2

Timeline

Support Engineer

LTIMindtree
01.2024 - Current

AML Analyst

ING
03.2022 - 12.2023

Bilingual Customer Service Representative

Sitel
11.2021 - 02.2022

Master of Arts - Business Management

Vistula University

Bachelor of Science - Human Resources Management

PAN-AFRICAN UNIVERSITY

Similar Profiles

CREATE PROFILE
Mesode Sumbong Sandrine