JEAN STEPHANE OLAMA OLAMA

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Customer Service Representative with over 3 years’ experience in telephone customer service, including sales, technical support, services requests and customer care. Familiar with major customer service software, conflict and escalation resolution, and possess a positive attitude. Recognized for ability to communicate with customers and exceptional services that ensure client retention and positive feedback. Aiming to use my proven skills to effectively fill the managerial role in your company. EXPERIENCE

FEBRUARY 2019 – 2020

Bilingual (French & English) Customer Service Advocate, BMW FINANCIAL SERVICES, HILLIARD OH

● Answering a high influx of inbound French and English calls and emails in a dynamic call center environment about product and services questions

● Helping customers with inquiries & complaints about products and against dealers

● Responding customers questions about vehicles, recalls, warranties and connected drive

● Providing quality premium services to customers

● Transferring some calls to the right department

● Ability to listen to customers concerns and be able to determine the right case to be escalated for assistance

● Identifying and escalating customer issues to the appropriate team for resolution. As well as responsible for adhering to company, department, section, and personal scorecard standards and values to ensure Customer Relations is positioned to provide a premium customer experience.

● Remaining knowledgeable about all BMW, MINI and Motorrad products, policies, and procedures, customer satisfaction and legal elements involved in customer matters.

● High flexibility at work: Backing up different departments such as Customer Relations

(Aftersales), Lease Maturity

March 2020

Bilingual Senior Account Specialist & Credit Analyst, BMW FINANCIAL SERVICES, HILLIARD OH

● Resolving complex customer inquiries, requests, and complaints, which may need further research through the dealer, head office and/or field staff. You are responsible for providing premium customer service that is both accurate and efficient, leading to high levels of customer satisfaction through active engagement and issue resolution.

● Resolve escalated Financial Services customer service issues to/from the call center while meeting service level objectives, diffuse difficult situations and complete all follow up necessary to ensure reasonable resolutions of customer issues or concerns, and handle interactions with the customer in an efficient manner in support of goals established. You will also support the CIC Administrative responsibilities as needed, including processing bank information, updates, credit disputes, and any other necessary tasks as requested APRIL 2020- November 2021

MORTGAGE Advocate, JP MORGAN CHASE, COLUMBUS OH

● Answering customer inquiries regarding mortgage/ CRE accounts.

● Researches customer complaints or concerns and corrects records as needed.

● Enters recorded conversations into servicing comments on computer systems and finally assists in maintaining customer insurance information for property, Liability, flood, PMI etc. SEPTEMBER 2017 – OCTOBER 2018

RECEPTIONIST, DIRT CHEAP APPLIANCE, COLUMBUS OH

● Answer phone calls and Route calls to specific people

● Utilize office appliances such as photocopier, printers, and computers for word processing, spreadsheet creation.

● Maintain files and records so they remain updated and easily accessible

● Sort and distribute incoming and prepare outgoing mail (envelopes, packages, etc.)

● Monitor stocks of office supplies (paper clips, stationery etc.) and report when there are shortages

● Greet visitors warmly and make sure they are comfortable.

● Perform basic bookkeeping, filing, and clerical duties. AUGUST 2015 – AUGUST 2017

CAREGIVER, RENAISSANCE HEALTHCARE, COLUMBUS OH

● Assisted clients with mental disabilities in their activities of daily living, monitored client’s behavior and change in conditions, and documented changes

● Ensured each client’s rights and well-being are protected and coached each client towards completion of/her developmental goals.

● Developed activities and outings that inspired cognitive and social stimulation, assure clients safety and provided companionship

● Teached patients how to become independent and confident. EDUCATION

Will be provided upon request.

SKILLS

IT skills

● Very good knowledge of Linux system such a CentoS, Ubuntu

● Ability to perform tasks & run scripts on AWS

● Working knowledge of office devices and processes

● Very good knowledge of MS Office - Microsoft Office – Word & Excel Other skills

● Resilient

● Matter Expert

● Excellent communication skills

● Teamwork

● Results oriented

● Creativity & problem solving

● Very good organizational and multitasking

● Quick learner of advance technologies

● Bilingual in English and French

● Financial Services experience

● Automotive Industry experience

● 6-12 Months Retailer/Customer facing experience

● Have been a deputy of my interim Team Lead in his absence AWARDS:

Employee of the month

March 2021/ BMW Financial Services

May 2021/ BMW Financial Services

October 2021/ BMW FS

Promotion

Promoted Senior Account Specialist (French & English) References will be provided upon request.

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