Technical Support Team Lead

JOHN PAUL DOHBILLA BELL

Phone : 096********

Email : **************@*****.***

Address : Manhattan parkway tower II Araneta city Cubao philippines

TECHNICAL SUPPORT REPRESENTATIVE

Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.

DOMAIN OF COMPETENCE:

Ability to co-ordinate team efforts in order to accomplish laid KPIs

Ability to co-ordinate and design training programs and courses versus identified needs.

Customer/Client Focus.

Market Analysis and research capability

Planning and time management skills

Strong presentation/facilitation skills

Ability to Start working papers

Problem Solving/Analysis.

Teamwork Orientation &Organisationnel Skills.

Cross functional skills

ACADEMIC PROPFILE :

2004-2008 Bachelor’s degree in management University of Yaoundé II Soa CAMEROON

PROFESSIONAL PROFILE:

Sr Client care Representative II client care Centre of Sunlife Financial Asia Services Limited. From March 28th 2022 till date.

As an AdminPlus Member Specialist (AP MS) you will provide support and administrative inquiries from plan members in English and French Language.

Responsible for the first call resolution and the

Accurate completion of administrative transactions such as life events, modifications of benefits, etc.

The AP MS also handles member queries via the secure message and click to chat services.

You will ensure the delivery of a consistently high-quality level of client service experience.

French Call Center Agent Corporate EPP Care TELUS International Philippines; from 27th MAY 2019 to June 30th 2021

Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.

Consulted with outside parties to resolve discrepancies and create effective solutions

Responded to customer requests for products, services and company information.

Cultivated customer loyalty, promoted repeat customers and improved sales

Optimized value with customers and constituents by developing and implementing profitable solutions to address expectations, continuously receiving compliments from Customers and awarded monthly employee of the month several times during the year.

Maintained a Quality score of 95% out of 100%.

Training officer MTNC West Region Cameroon, from 21 Sept 2014 to 27th February 2019

Responsibilities:

Organized new training and refreshers training session in the whole distribution network of the company with the new and existing products and services.

Carry out field visit with MTN Territory Sales Representative (TSR) in the region to coach and assist Point of sales (POS) with company products and services

Organized forums in the whole distribution channel

Participants in all the sales force meeting, monthly meeting & regional meeting with digital partners & MTN staff.

Achievements:

Trained 5956 Distribution channel Staffs (point of sales, Acquisition Agent and Direct sales men) on company new products and services within 4 years

Leading to an increase in company’s products and Brand penetration by 20% within 4years

Trained 15080 agents on complete Handset configuration and data bundles activations.

Leading to an increase in company data penetration by 67% within 2013 to 2015

Key player in the mounting of the digital plat form named DIVIBOOK to enable

Sales team to handle direct sales men and point of sales issues while on trade from their mobile phones.

SKILLS

Possess a Driving License Category B

Good knowledge of Microsoft office, excel and internet

Good team spirit

Customer insight techniques

Persuasive selling techniques

Speak and write French

Find solution

HOBBIES

Online research, Reading, Music, Football.

REFERENCES

Available on Demand

Contact this candidate