Customer Care Service

Name: PLACIDE NDJOLY NGBOKO

Address: *** ******** *******, ******* *****

Mandaluyong /Manila Philippines 1554

Tel: (63-995******* Email: *******.******@*****.***

Working Experiences

Telus International

Operations Technical Support Representative (Jun 2018 – Present)

Description: Work in a fast-paced call center environment to take incoming technical calls and Alarms (Emails) from Telus International’s customers based in Canada. Listening customer’s inquiries then analyze their concerns, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues over the phone sometimes remotely.

Role and Responsibilities: As an Operations technical Support, was monitoring and maintaining the Network service systems for small to Medium Business organizations. Was troubleshooting Internet services Such as ADSL, Fiber Optic and Network as Service Cloud base. Installing new devices, Managing Statics IP, helping customers to create Firewall and VPN in Local network. Creating and configuring Email for customers, diagnosing Modem hardware, managing passwords and WIFI technical issues and applications problems.

Help desk Assure and Customer Care for Business Connect: called Voice Over Internet Protocol (VoIP) provided by RingCentral, strongly trained for the new Technologies available in the marketplace is expertise which is a mix of voice and video conference calls base on one Cloud Network. Used with computer, digital audio hardware, and VoIP software applications cutting-edge technologies.

Helping Customer to install the overtop applications (Mobile and desktop apps), provisioning and configure the VoIP phones (Desk phones). Digital Fax, Auto receptionist, Custom answers, calls handling and forwarding, paging, voicemails lines issues reported by the customers.

As a cloud service Business Connect is really vast, was educated customers to be familiarized with the cloud phones. Solving IVR issues (simple to multiple), troubleshooting issue related phone not provisioning, call quality, not receiving calls, fax and emails.

As a Network TR1 Support Help desk, (Called Network as Service) provided by Nuage, Naas offers pro-active monitoring capabilities, Online Portal Configuration, Port Address Translation, LTE resiliency with Backup Modem, and assure the SAL of 99.9 % for the customers. When there is a connectivity interruption to the cloud infrastructure, a service alarm will be triggered as a network event and it'll come to our queue.

Responsible of Diagnose problems and troubleshoot the entire.

Cisco Meraki Access Point devices (With LTE backup modem) products line, including wireless access points, security appliances, and switches. Responsible of Diagnose problems and troubleshoot the entire. Helping and educating customer how to handle and monitoring their Networks in different locations.

Knowledgeable on Cisco Meraki Dashboard, Naas CSR, Solvatio, Insight, Porter, Rid, Fiber CSR, Net cracker ( FIFA, Naas), Qlite, Script, Ams, Naas Viwer, BMC Remedy, Lynx, SFDC, Customer Center, DT1, Service now, smart Desktop, Voice manager, Agent Portal.

Accenture Inc.

Account Payable Specialist (Jun 2017 – Nov 2017)

Description: As an accounts payable administrator, was responsible for processing invoices and issuing payments from Accenture’s vendors. Perform accounting and clerical duties related to the efficient maintenance and processing of accounts payable transactions.

Role:

Assemble, review and verify invoices and check requests, sort code and match invoices, Flag and clarify any unusual or questionable invoice items or prices, set invoices up for payment. Enter and upload invoices into system, maintain vendor files

Track expenses and process expense reports and maintain confidentiality of organizational information.

Knowledgeable of accounts payable, knowledge of general accounting procedures

Knowledge of relevant accounting software (such as Sage, FreshBooks, QuickBooks)

International Business Machine (IBM Business Solutions).

Contact Center Specialist (Nov 2014 – Mar 2017)

The first point of contact via calls, emails and live chats for all HR-related queries, Administer HR-hand to hand program, policies, procedures documentation benefits, retirement plans, HR delivery services which included Payroll queries

Provides remote technical support assistance to employees and technical personnel on multiple products in the high volume through high availability product environments.

Group (MINACS)

Customer Service Representative (MAR - OCT 2014)

Handle inbound and outbound calls on behalf of MBNA and TORONTO Dominion Bank, to fulfil customer requirements.

Selling credit cards via phone calls with zero percent of interest, solving issues relates to credit card, payment and personal application with customers via emails.

LANGUAGES

French: Native Language

English: Fluent, Advanced Reading and Writing

EDUCATION

Value Point Academy (2013) CERTIFICATE Business English

Internetworks (2013- 2014) CERTIFICATE Computer Systems Networking (Foundation)

TELUS University (2019) CERTIFICATE ITIL v4 (Foundation)

SKILLS

Adaptability

Communication skills

Flexibility INTERESTS

Shows creative ability, written communication skills.

Travelling - Shows curiosity and an understanding of different cultures.

Reading-Curiosity and learning.

I hereby declare that all the information stated above is true to the best of my knowledge and belief till date.

Placide N’djoly NGBOKO

Applican

Contact this candidate