Gisèle Gizela Ndemba
Finance
Huddinge
Summary
Service minded and passionate about processing payments. Have strong knowledge and understanding of online payments and have experience working with various payment methods: SEPA, SWIFT bank transfer, Cards, Wallets, Crypto.
A problem solver that takes ownership and can work independently as well as in collaboration with the team. Work towards set targets, goals and objectives as an individual and together with the team.
Fluent in English and French, both verbally and in writing.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
2IC Withdrawals Clerk Team Leader
The Media Silo (Trading As Gold Media Lab)
Johannesburg
12.2022 - 05.2024
- Daily allocation and steering of workload by optimizing resources based on need.
- Supported team with timely completion of daily tasks, ensuring smooth office operations.
- Act as point of escalation for complex inquiries, improve customer satisfaction by promptly answering inquiries and providing accurate information.
- Facilitated communication between departments through prompt forwarding of inquiries and escalation of inter-departmental queries.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Trained new clerks on work procedures and software tools effectively contributing to their integration into team.
- Assisted with onboarding of new employees.
- Daily processing of payouts as withdrawal clerk as described on previous section.
Withdrawal Clerck
The Media Silo (Trading As Gold Media Lab)
Johannesburg
07.2020 - 12.2022
- Daily processing of withdrawals requests/ payouts.
- Ensuring that payments are valid, correct and meet all Risk and Wagering requirements
- Ensuring all system references and withdrawal data are correctly updated, and provide day to day 2nd line client support for payments and deposits queries
- Identify and investigate clients that may be playing in such a way to have an unfair advantage
- Determine and initiate appropriate and immediate actions needed to ensure withdrawals are paid within the required processing time and not delayed unnecessarily
- Conduct thorough investigations of payment related issues and take proactive actions to achieve an exceptional merchant experience.
- Collaborate with other teams such as Consumer Service, Account Management, AML, Finance and Banking Operations to resolve consumer inquiries in an efficient and timely manner.
- Process email accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Continuous improvement of internal procedures and processes.
- Provided support for meetings by scheduling appointments, preparing materials, and taking detailed minutes
Author Central Specialist (Customer support French & English)
Amazon Development Centre
09.2018 - 03.2020
- Process and respond to emails received from authors
- Reprocess stuck books through the system
- Route issues and bugs that need engineering expertise to the development teams
- Remove content as it is identified by the QA team
- Notify vendors that their content has been removed
- Maintain and improve a knowledge base with unique vendor requests and their solutions
- Work on developing canned responses for common questions
- Work with Operations manager in documenting process flows.
Senior Customer Care Agent (French & English)
MINDPEARL SA (Swiss International Air Lines account)
11.2014 - 09.2018
- Investigating and resolving post- flights inquiries, complaints and compliments.
- Managing incoming social media inquiries (Facebook & Twitter), Web chats, live channels
- Dealing with with Market specific Travel Agencies queries via emails (B2B).
- Work towards set targets, goals and objectives as an individual and together with the team
Customer Service and Sales Representative (French & English)
MINDPEARL SA (Swiss International Air Lines account)
06.2012 - 11.2014
- Handling incoming queries regarding: Pre-flights general information via calls, emails, Web chats and live channels
- Fare quotations and sales offer
- Booking, Ticketing, rebooking of flight tickets
- Assisting with overflow for English speaking customers.
Loan officer
FINCA SARL DRC
11.2007 - 02.2010
- Evaluate loan applications and documents to verify accuracy and completeness.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Approve loans when applications are successful and forwarding applications to loan comity
- Processed loan applications and monitored progress from start to finish.
- Reject loans applications by explaining deficiency to applicants
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Customer care by answering questions and responding to request, complete loan contract, maintaining customer’s confidence by keeping loan information confidential.
Debt collector junior agent
PRO COLLECT SPRL (Debt collection office)
06.2005 - 10.2007
- Tracking down debtor’s cases and establishing contact via telephone or emails
- Handling of debtors cases
- Negotiating payment plans
- Performing administrative duties and preparing debtors statements.
Education
Honours Degree in Economics - Public And Industrial Economy
UNIVERSITE PROTESTANTE AU CONGO
Kinshasa - DR Congo 01.2005 - 04.2007
BBA - Business Administration And Economic Sciences
UNIVERSITE PROTESTANTE AU CONGO
Kinshasa - DR Congo 04.2002 - 04.2005
Sciences: Mathematics And Physics
Ecole Primaire Ukweli
DR Congo 07.2000 - 07.2000
Skills
English and French speaker: read and written
Hard working and real team player
Strong attention to details and ability to identify or solve problems
Basic accounting
Data Entry
Multitasking
Microsoft Office
Time Management
Decision-Making
Highly motivated
Certification
I certify in my honour that the information provided here is accurate and true.
Ambitions
My greatest ambition is to serve the company efficiently in a long term run. Keen for a stable employment to become an asset and contribute to the objectives of the organization by achieving mine using my abilities, knowledge, experience and sense of responsibility.
Personal Information
- Date of Birth: 02/20/83
- Gender: Female
- Marital Status: Married
Timeline
2IC Withdrawals Clerk Team Leader
The Media Silo (Trading As Gold Media Lab)
12.2022 - 05.2024
Withdrawal Clerck
The Media Silo (Trading As Gold Media Lab)
07.2020 - 12.2022
Author Central Specialist (Customer support French & English)
Amazon Development Centre
09.2018 - 03.2020
Senior Customer Care Agent (French & English)
MINDPEARL SA (Swiss International Air Lines account)
11.2014 - 09.2018
Customer Service and Sales Representative (French & English)
MINDPEARL SA (Swiss International Air Lines account)
06.2012 - 11.2014
Loan officer
FINCA SARL DRC
11.2007 - 02.2010
Debt collector junior agent
PRO COLLECT SPRL (Debt collection office)
06.2005 - 10.2007
Honours Degree in Economics - Public And Industrial Economy
UNIVERSITE PROTESTANTE AU CONGO
01.2005 - 04.2007
BBA - Business Administration And Economic Sciences
UNIVERSITE PROTESTANTE AU CONGO
04.2002 - 04.2005
Sciences: Mathematics And Physics
Ecole Primaire Ukweli
07.2000 - 07.2000
I certify in my honour that the information provided here is accurate and true.
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