French Team Lead/Subject Matter Expert/ Case Manager

TATIANA KOPA MOUGANG EPSE

KAMNANG

** ***** **, *** ******* Subd, Brgy San Juan, Cainta Rizal 1900 (C) 091******** adcigc@r.postjobfree.com Professional Summary

I come with almost 09 years of Experience in Customer Service including 04 years of Team Leading in various domains as HR Shared Services, Travel Services and Sales. Perfectly bilingual – French/English, I am driven by the quality of service provided, performance and existing process improvement. I exhibit a professional demeanor and excellent communication and interpersonal skills which are essential to achieving my goals. Skilled at supporting HR Advisors (CSRs) with employees queries handling, auditing both their verbal and written contacts with employees, while coaching them for success in executing superior service to customers. Able to rapidly learn, respond and adapt to change in the current fast pace world organization. Skills

Coaching to bring out the best

Keen with details Leadership and Performance Management excellent analytical skills excellent communication and interpersonal skills. AGILE team player-helping bring the best out of Innovator, confident, and improvement, service other team members. Quality and performance driven Great time and stress management skills and able Flexible to perform great, with heavy work load. Self-motivated, able to work with least supervision, Able to work under pressure, proven escalation determined and results driven handling skills

Work History

French Team Lead/Subject Matter Expert/Case Manager 06/2016 to Current IBM Business Services Inc – 1800 bldg Eastwood Libis, Quezon City February 2018 – created a Tax computation Excel file, trained the team in using it for assisting employees Monitors the contact Center Representatives tasks ( calls, e-mails and chats tickets handling) to ensure that tickets are closed within the set Turn Around Time(TAT), in line with Quality Assurance standards ( KPIs and SLA should be met).

Listens to calls, audit e-mails, and chat tickets, does coaching to HR Advisors and communicates feedback.

Provides live support to HR Advisors while on complex calls, handling complex e-mails or chats via internal messaging or just side by side; also handles supervisor calls when needed. Does Root Cause Analysis-RCA, closes out escalations with employee, documents and cascades resolution to ensure issue is properly handled on future references, in order to avoid escalation/ complaints.

Runs reports for KPI-Key Performance Indicator, and CSAT- Customer Service Satisfaction for analysis, in order to have a better grasp of employees feedback on our service, for process improvement. Does QA calibration for process clarification, improvement or updates, sends reports to management, and attend meetings with management on review and updates of Quality Assurance metrics like KPI, CSATs, SLAs...

Handles end to end case management process in accordance to agreed time and quality standards, delivering productivity and cost improvements; provide feedback to Tier 1 Generalists on case resolution. Handles incidents reported by CSRs( HR Advisors) in a timely manner, as well as employees escalations to ensure customer retention. Identify existing process issues and limitations, and meet with T2, T3 and other levels of support, departments and or teams to discuss of improvement and solutions to be implemented. Ensures to document solutions, updates in Knowledge base, that will serve as resource to CSRs for daily tickets resolution, and cascade mini-updates to CSRs via e-mail.

Organizes mini-huddles to reinforce communication and understanding of document updates/process improvement solutions to CSRs.

Trains HR Advisors and performs weekly knowledge checks to be completed by them, to ensure they master process in order to deliver quality service to employees. French Practitioner (HR Advisor) 04/2014 to 05/2016 IBM Business Services Incorporated – Quezon City, Metro Manila, Philippines Handled employees HR related queries in both French and English via calls and e-mails Worked on HR pages hosted on IBM's Global research monitor improvement project; bringing into one page most used links based on call drivers, employees frequently asked questions and surveys. Proposed process updates to the support center team lead/manager, based on incidents reported by employees, and on frequent queries (call drivers) and worked on Knowledge base pages updates. Ensured to report and properly document incidents, and also follow solution provided by leads, to avoid issue in the future and achieve higher quality service Performed English to French (vice versa) translations for the support center use, and also for employees mass communication

Double checked and proof checked information to be uploaded into the self-assistance tool ST-BOT that was designed to serve as Tier 0 for employees self-support. French Executive 09/2011 to 01/2014

Teleperformance Center Ayala ( Formerly Aegis Peole Support) – Makati, Metro Manila, Philippines

Assist Canadian and US Customers in booking their travel reservations - hotels, trains cars, cruises…

Assist with after booking situations as cancellations, changes…

Be the front lines for customers, and try to resolve all queries at T1 level; forward complex queries to T2 for resolution.

Took some knowledge check training from time to time and ensure to align with sales and service updates, in order to offer quality service.

Education

Master of Science: Computer Science Major Embedded system- Networking Architecture 2010 University of Ngaoundere - Adamaoua, North Cameroon Bachelor of Science: Computer Sciences- Majoring Networking Architecture 2009 University Of Ngaoundere - Adamaoua North Cameroon Certifications

DALF C2- Diplôme Approfondi de Langue Francaise ( French proficiency test - level C2- Native obtained in June 2012)

IELTS - International English Language Testing System ( obtained in 2009 - score 6.00) Certificate Of Achievement issued by formerly Aegis People Support Makati Center back in 2013, for after sales service Top performing.

Performance assessment score - Top contributor at IBM Business Services Inc, since 2015. Additional Information

Hobby - Lawn-Tennis, Prayer, movie watching

Character Reference

Upon request

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