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Ephrem Diby

@ephdib

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Customer-focused banking operations specialist with strong compliance, documentation, and client-service expertise.

Côte d'Ivoire

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What I'm looking for

I seek a client-focused operations role in a collaborative, compliance-driven team where I can streamline processes, reduce backlogs, and improve customer outcomes.

I am a detail-oriented banking and operations specialist with progressive experience across major Canadian financial institutions, including TD Bank, RBC, and CIBC. I have driven process improvements, centralized tracking systems, and resolved backlogs to improve turnaround times while maintaining strict compliance with regulatory and internal policies.

I excel at client-facing roles and remote operations, handling high daily volumes of requests and account activities while diagnosing root issues and recommending appropriate solutions. My work consistently emphasizes documentation accuracy, risk mitigation, and measurable improvements in customer satisfaction.

Experience

Work history, roles, and key accomplishments

Operations Officer

TD Bank

Apr 2024 - Aug 2025 (1 year 4 months)

Processed 15–25 requests daily, handled governmental and court requests to deadline, and expedited resolution of 2020 backlog by streamlining workflows and centralizing request tracking to reduce resolution times.

Workflow Optimization Documentation & Compliance Risk Mitigation ERP Systems CRM Systems

Personal Banking Advisor

RBC

Sep 2023 - Apr 2024 (7 months)

Opened and managed personal accounts and loan products, serviced ~20 customers daily, diagnosed issues and recommended solutions while maintaining compliance and risk controls.

Loan Servicing Customer Support & Compliance Risk Management CRM Systems Payment Processing

Verification Officer Senior

CIBC

Aug 2021 - Dec 2022 (1 year 4 months)

Investigated application eligibility and analyzed supporting documentation to ensure compliance, refined review protocols to improve operational accuracy and support cross-functional risk mitigation.

& Compliance Risk Assessment & QA CRM Systems Documentation

Operations Customer Expert

Teleperformance

Sep 2020 - May 2021 (8 months)

Resolved customer queries for product installation and operation, maintained personalized customer relations and accurate data entry, and integrated feedback to improve satisfaction and reduce escalations.

Technical Support Customer Relations Data Entry Quality Assurance Training CRM Systems Problem Solving

Financial Services Agent

Desjardins

Apr 2020 - Jul 2020 (3 months)

Managed client appointments, account openings, sales closings, and financial transactions while ensuring compliance and improving client satisfaction through timely issue resolution.

Sales Transaction Processing & Compliance Customer Relations CRM Systems

Administrator - Insurance

Marsh Canada

Mar 2019 - Jul 2019 (4 months)

Produced and transmitted legal documents, streamlined insurance application reviews for timely policy issuance, and coordinated client record management to maintain data accuracy and compliance.

Insurance Administration Document Production & Compliance Data Management Cross Functional Collaboration CRM Systems