Leslie Kouame
Frederick,MD
Summary
Dynamic banking professional with over 7 years of experience in financial services, call center operations, and client relationship management. Currently excelling as a Branch Ambassador at Capital One, providing exceptional in-person customer service, resolving account-related issues, and effectively managing escalations in a fast-paced environment. Demonstrates a strong ability to troubleshoot complex problems, support high-volume customer interactions, and collaborate seamlessly across teams while ensuring compliance and delivering a superior customer experience. Bilingual in French and English, enhancing communication with diverse clientele.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Branch Ambassador
Capital One
09.2025 - Current
- Developed and implemented customer engagement strategies to enhance branch visibility and service quality.
- Deliver in-person customer support, assisting high volume customers daily with account services, transactions, and digital banking needs
- Resolve customer concerns related to accounts, transactions, and fees, ensuring a positive and efficient experience
- Handle escalated situations using strong communication and de-escalation techniques
- Collaborate with internal partners to ensure timely resolution and consistent customer experience
- Maintain compliance with banking regulations, security procedures, and internal policies
- Identify recurring customer concerns and provide feedback to improve processes and service delivery
Business Developer
Global Custom Commerce
12.2022 - 05.2025
- Handled high-volume inbound and outbound customer calls, resolving client inquiries, service issues, and escalations
- Managed client issues end-to-end, ensuring timely resolution and improved customer satisfaction
- Analyzed operational workflows, contributing to a 25% increase in efficiency through process improvements
- Built relationships with vendors and stakeholders to resolve service gaps and improve delivery
- Utilized Salesforce CRM to track interactions, document cases, and generate performance reports
- Supported compliance reviews and ensured adherence to company policies and service standards.
Relationship Banker
IBC Bank
06.2019 - 10.2022
- Advised personal and small business clients on financial products including savings, loans, and investment accounts.
- Opened and managed new accounts while ensuring regulatory compliance.
- Performed teller operations such as deposits, withdrawals, and wire transfers as needed.
- Resolved complex customer issues with a focus on satisfaction and retention.
- Partnered with managers and advisors to grow client relationships and product usage.
- Achieved quarterly sales and referral goals through outbound and in-branch efforts.
HR & Administration Assistant
Air France-KLM
04.2016 - 05.2019
- Developed and implemented customer engagement strategies to enhance branch visibility and service quality.
- Deliver in-person customer support, assisting high volume customers daily with account services, transactions, and digital banking needs
- Resolve customer concerns related to accounts, transactions, and fees, ensuring a positive and efficient experience
- Handle escalated situations using strong communication and de-escalation techniques
- Collaborate with internal partners to ensure timely resolution and consistent customer experience
- Maintain compliance with banking regulations, security procedures, and internal policies
- Identify recurring customer concerns and provide feedback to improve processes and service delivery
Education
BBA - Business Management
American InterContinental University
Houston, TX07.2017
Skills
Contract negotiation
Salesforce utilization
Retail & Business Banking Support
Customer Relationship Management (CRM)
Financial Product Knowledge & Recommendations
Teller Operations & Transactions
Cross-Selling & Consultative Sales
Problem Solving & Escalation Resolution
Salesforce Microsoft Office Bilingual Support
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Salesforce CRM, SharePoint
Bilingual Communication (French & English)
Certification
- Professional Scrum Master II
- Professional Scrum Master I
- SAFe 5 Certified Scrum Master
- Residential Interior Designer Certified
Languages
French
Native/ Bilingual
English
Native/ Bilingual
Timeline
Branch Ambassador
Capital One
09.2025 - Current
Business Developer
Global Custom Commerce
12.2022 - 05.2025
Relationship Banker
IBC Bank
06.2019 - 10.2022
HR & Administration Assistant
Air France-KLM
04.2016 - 05.2019
BBA - Business Management
American InterContinental University