THIERRY DJOUKAM FONKWA
High level assignments in/ Customer Relationship /Customer care /sales & Positioning
My main goal is to make my dynamism and my qualities of sales, Desk support marketing and law profitable in fields as varied as the customers’ service or the local government and international, in order to acquire the experience which will enable me to maximize my professional competences and to build a solid career. Am opened to new opportunities, challenging careers options.
Customer care assitant/Desk Support-French with an experience in client Satisfaction and Customer Care .
Previously associated with RUNA MULTI SERVICE CAMEROON as Customer relationship manager and Front Office Desk Support
Data processing: mastery of the software Office (WORD, EXCEL,PUBLISHER, OUTLOOK),
Provides excellent sales assistance to customer regarding product packages and specifications.
Support sales reps in opening new accounts and upgrading existing services.
Educate customers on client processes;
Adjust sales scripts to better target the needs of specific individuals;
Guide customers through a detailed recorded verification of sale;
Built and cultivated long-term quality relationships with clients by addressing their needs and providing superior service to ensure utmost satisfaction;
Relay confidential information to the bank; Maintain quality control/satisfaction records,
Proven ability to work under high-pressure situations and handling tough client commitments and deadlines.
Good analytical skills & Quick Learning abilities; Employee Data Maintenance.
RUNA MULTI SERVICE – Cameroon Branch: April 2016- July 2019
Customer Relationship Manager /Front Office Support Desk
Account Payable analyst
ADVANCE OIL S.A.R.L –Bafoussam Cameroon Oct’2014- March 2015
Senior Customer care specialist
Supply data management
KEY DELIVERABLES (Proficient in delivering the following key deliverables in French and English both)
Customer Relationship Manager
Receive escalations Call’s and Email’s from Customer service Team and assist them for their resolution .
Build and maintain a good relationships with customers.
Find ideas and insights to improve the customer's issues and challenges.
Follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
Front Office Support Desk
Convincing the public to buy our items instead of those of our competitors
Assistance of the customer before and after the sales
Processing customer order requests
Documentation copies (retrieve invoice and provide copy requested to the customer)
Handling customers’ complaint.
Built good and strong relationships with key customers
Account Payable Analyst
Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc.
Reconciling processed work by verifying entries and comparing system reports to balances
Maintaining historical records
Paying employees by verifying expense reports and preparing pay checks
Paying vendors by scheduling pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance
Preparing analyses of accounts and producing monthly reports
Continuing to improve the payment process.
Senior Customer Care specialist
Receiv Call’s and Email’s from Customer and assist them about their query.
Make a follow up about the pending case and provide update to customer.
Help customer to resolves their problem about their account.
Increase Cient and vendor satisfaction .
Effectively maintained case records confidential for all registered branches .
Create a call log for every help request during incoming call.
Ensure to provide to Client a good response by following step by step the procedure as indicate inside our knowledge database.
Request support if needed from my Team Lead or my Manager .
Supplier Data Management:
Create a Data Base including all the supplier’s data information’s (Name, address and contact details, agreement number, sourcing indication
Maintain and keep updated all the supplier data and record (New suppliers, old supplier and distributor)
Computer Maintenance (Hardware and Software)
Good communication skill (French)
Inter personal skill
Ability to work under pressure
Oriental towards team efforts
Bachelor of Science in Management. Option Management and General Accounting from University of Douala & Faculty of Economics and Management Cameroon – 2013.
Vocational training certificate in computer Systems Maintenance from Sector Telecom- Douala-Cameroon. 2015-2016
Certificate of Training in Microsoft Office (Word, Excel,) from Sector Telecom- Douala-Cameroon November 2016-January 2017
Languages Known: English, French
Date of Birth: Feb 02, 1993