Tathiana C Nchini , Experienced Customer Support Professional with 6 years of expertise in delivering exceptional service across chat, phone, and email channels

About

My expertise lies in serving as the first point of contact with clients , representing organisation and maintaining a high level of visibility, which necessitates an extremely professional, courteous, and respectful communication style with all customers. I have proven to be highly successful at ensuring superior customer relations and providing outstanding service and support to meet, and surpass, customer expectations and requirements. Furthermore, my ability to effectively interact with a wide range of diverse cultures and personalities positions me to become an immediate asset to your institution.

Experience

Yellow Card Financial

Mar 2023 – Present

Douala (remote)

Client Onboarding Specialist

Conduct client onboarding processes, ensuring compliance with KYC and AML regulations. Assist new clients with account creation, verification, and setup for seamless access to digital financial services. Collaborate with compliance and technical teams to resolve onboarding challenges efficiently. Maintain accurate client data and onboarding progress in CRM systems. Provide education and guidance on platform use, security, and digital currency fundamentals.

Yellow Card Financial

Jul 2022 – Mar 2023

Douala (remote)

Customer service representative

Delivered high-quality customer support via phone and chat for seven months, assisting clients with account management, payments, and technical troubleshooting. Managed inbound and outbound calls, providing clear, professional communication to address customer inquiries and resolve issues promptly. Offered real-time chat assistance, ensuring fast, accurate, and empathetic responses to enhance customer satisfaction and retention. Utilized CRM and ticketing systems to document interactions, track resolutions, and maintain detailed customer records. Transitioned to email-based support for two months, handling complex and escalated cases with thorough written communication and follow-up. Collaborated with cross-functional teams including compliance, payments, and technical departments to resolve customer concerns efficiently. Consistently met and exceeded service quality metrics such as response time, customer satisfaction (CSAT), and adherence to fintech compliance standards.

Afriex

Sep 2020 – Jun 2022

Douala (remote)

Customer Service Representative

Provided real-time chat support to customers, assisting with money transfers, account inquiries, and transaction tracking in a fast-paced environment. Delivered accurate and empathetic communication, ensuring customer concerns were resolved efficiently while maintaining high satisfaction levels. Verified customer identities and transaction details in line with KYC and AML compliance requirements. Collaborated with payments and compliance teams to investigate and resolve issues related to delayed or failed remittances. Maintained detailed and accurate chat logs and support tickets using CRM tools to ensure transparency and effective case follow-up.

Education

University of Bamenda

Oct 2002 – Nov 2025

Bsc, Software Engineering

Alison

Sep 2022 – Dec 2024

Diploma , Implementing Customer Care In Management

Alison

Mar 2024 – May 2024

Diploma , Fraud Analysis And Anti Money laundering

Havard online university

Nov 2021 – Mar 2022

Certificate in leadership , Leadership

Alison

Nov 2021 – Mar 2022

Certificate , Customer service skills

Alison

Sep 2021 – Mar 2022

Diploma , Customer care management

Government bilingual high school ndop

Sep 2011 – Jun 2013

Advance level certificate , Science

Tathiana C Nchini

Experienced Customer Support Professional with 6 years of expertise in delivering exceptional service across chat, phone, and email channels

Skills

Languages