Loick Masunda

Provided front-line technical and production support for treasury systems by managing the full incident lifecycle, including identification, diagnosis, resolution, and communication, to ensure operational continuity. Troubleshot high-risk transaction issues with complete precision and discretion, applying investigative techniques and risk protocols to protect the Bank’s financial assets.

Delivered bilingual technical and customer support to clients and advisors via phone, email, and chat, resolving issues related to EVO software, password resets, and secure portals. Administered and configured Salesforce across multiple clouds and platforms, managing security settings, roles, and user permissions to optimize CRM efficiency.

Provided accurate support to policyholders and claimants, filing claims across auto, home, disability, and accident lines while maintaining full compliance with legal documentation standards. Interpreted complex legal documents and conducted numerical analysis to support claim resolution and data validation.

Analyzed and monitored vendor POS data, including Costco reports and BNC sales, to identify trends and provide sales follow-up with internal and external stakeholders. Wrote and translated daily educational articles from English to French, contributing to bilingual outreach efforts and supporting national literacy campaigns.

Investigated and resolved complex technical issues, coordinating with global IT teams to analyze incidents, enhance support operations, and increase user satisfaction across IBM's enterprise systems. Developed escalation and incident response procedures, ensuring compliance and operational continuity during high-priority service events.

Completed a Bachelor's Degree at the University of Toronto. This program provided a strong academic foundation for future professional endeavors.