Lionel Akonwi Ngwa

• User Support and Issue Resolution : Respond to user queries and issues related to Workplace by Meta via various communication channels (email, chat and phone)
• Technical Expertise: Develop a deep understanding of Workplace by Meta’s platform including its features, integrations, security protocols and updates

- Stay updated with new features and changes in the platform to provide accurate information and support.

- Escalate complex technical issues to appropriate teams (engineering, product management) and follow up until resolution.

• Problem Escalation & Collaboration: Collaborate with cross-functional teams to resolve escalated issues and communicate updates to users

• Conducted variance analyses between actual results and budgeted projections, identifying areas for improvement in future forecasts.
• Participated in annual external audits, providing auditors with requested supporting documents and answering any inquiries promptly.
• Supported internal audit teams with detailed documentation and clear explanations of accounting procedures.
• Facilitated month-end closing processes, ensuring all transactions were accurately recorded and reported on time.

• Respond to member inquiries via phone, email and in-person regarding account information, transactions and credit union services
• Process financial transactions including deposits, withdrawals, loan payments and transfers ensuring accuracy and compliance with credit union policies
• Assist members with online and mobile banking services, troubleshooting technical issues as needed
• Handle account maintenance tasks such as updating personal information, ordering checks and issuing debit/credit cards
• Investigate and resolve member disputes, fraudulent transactions and service issues in timely and efficient manner
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Handle customer’s situation arising from various products supported.
• Provide first line voice customer service and escalation if necessary
• Accept inbound calls for delivery orders, product inquiries, price quotation
• Responded to customer requests for products, services, and company information.