Sten Aju

Experience

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  International Personal Finance Plc

  Oct 2017 - Mar 2022

  Led a dynamic team, focusing on enhancing customer experiences through personnel evaluation and customer interaction analysis.Enforced safety protocols and compliance standards while nurturing a culture of productivity, accuracy and exceptional service through hands-on training and mentorship. Established strong client relationships by proactively addressing inquiries, understanding their needs, and ensuring efficient issue resolution, resulting in heightened client satisfaction and retention. Show less Consistently supported a high volume of customers daily, prioritizing their satisfaction with a positive demeanor. Delivered great customer service, addressing their needs and resolving issues efficiently. Handling call-in inquiries and orders, ensuring a seamless customer experience. Effectively managed and diffused customer complaints, employing timely and effective solutions. Implemented sensitive collection recovery strategies while successfully resolving complex customer issues and demonstrating a commitment to customer-centric solutions. Show less

  • Customer Care Supervisor

    Sept 2021 - Mar 2022

  • Customer Care Specialist

    Apr 2020 - Sept 2021

  • Credit Officer

    Dec 2017 - Apr 2020

  • Back Office Agent

    Oct 2017 - Nov 2017
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  Coinmetro

  Mar 2022 - Feb 2023

  Financial Operations Specialist

  Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.Tested the platform to find bugs and clean up internal processes;Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction update.Challenge fraudulent credit card chargebacks and report any suspicious activity to Compliance Team.Ensure that periodic Finance reconciliations are completed.Help to further improve Finance control mechanisms by automation of processes. Show less

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  Wise

  Mar 2023 - now

  I manage and ensure the smooth operation of card products and services, overseeing daily activities related to card issuance, usage, and maintenance. I identify process inefficiencies, collaborate with cross-functional teams to implement improvements, and support reconciliation by providing transaction and settlement data. I also handle ad hoc requests from internal stakeholders and partners, ensuring timely communication and effective problem-solving to enhance customer experience and streamline operations. Show less

  • Transaction Health & Monitoring Senior Specialist

    Nov 2024 - now

  • Cards Operations Senior Specialist

    Jun 2024 - Nov 2024

  • Cards Operations Specialist

    Mar 2023 - Jun 2024
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  Cerebrum Hub

  Jun 2023 - Feb 2024

  Junior Quality Assurance Engineer

  I started QA Engineering training to gain knowledge of software testing fundamentals and to better understand Software Development Life Cycle. The manual QA projects I've been managing: Project 1- Writing testing checklists for a food delivery application for different testing environments (Google chrome, Firefox, Android) and documenting all the issues, faults and bugs to Jira. Both customer and business point of view. Project 2- doing exploratory testing for a "company collaboration app", writing test cases on how to perform the test for future testers (documenting my work with precision) and documenting all the bugs to Jira. After that doing regression testing for the new version of the application. Both customer and business point of view. Project 3- learning API testing for a Customer Relationship Management (CRM) application- creating HTTP requests on Postman to see how the API is working for the CRM application- writing test cases based on the requests and documenting bugs to Jira. Automated QA projects:Project 4- Automate the testing of the various registration forms. Learning the basics of front-end testing automation with such tools as Cypress and JavaScript.Project 5- working on a task management system by learning advanced Cypress automation techniques, diving deep into JavaScript and learning how to use Git to manage my code base.Project 6- Testing the API of previously mentioned task management system. This project gave me the opportunity to deepen my understanding of JavaScript and write more detailed and diverse http requests, incorporating the "pre-request script" and "Tests" tab to validate the responses of said requests. Also report any bugs to Jira in a detailed manner.All these projects are observed and mentored by very skilled mentors and QA Engineers. Show less