Marketing Coordinator Quality Analyst

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

GUILLAUME BERTIN

KAMGUE

G

Villa Sole Condominium, 452 Amang Rodriguez Jr Av, Pasig, Philippines, 091********, ****************@*****.*** Detail-oriented and experienced Operations Team Manager with a good communication and managerial skill and 7+ years experience growing revenue and ensuring an excellent customer satisfaction with Telus International Philippines. Seeking to leverage leadership expertise to boost the productivity and the service delivery of the company. As part of my achievement I have been able to coached my team members and equip them the skills on how to the generate RGU for the the company. (Revenue Generated Unit).

Interpersonal Skill Communication Teamwork

Problem solving Leadership Ability to work under pressure Organisation

Operations Team Lead May 2019 - Current

Telus International Philippines Manila, Philippines

• Managed a team of 21 Team Members (Agents)

• Built my team's leadership development skills

• Ensured they are well equipped to provide great customer's experience

• Made sure team members meet their monthly metrics (KPI)

• Defined a coaching focus for each team member and ensure targets are meet regularly

• Ensured compliance to quality and efficiency in all calls from customers

• Guided teams members to diligently the follow the CEB (Customer Experience Blueprint)

• Handled other operations tasks and attend all stakeholders' meetings.

• Participated in Operation's business reviews and set targets per quarters. Digital Marketing Coordinator August 2017 - April 2019 Concentrix Philippines Manila, Philippines

•Digital Marketing Coordinator Bilingual II (Amore Pacific Account)

• Managed websites' updates with a team of designers, publishers etc. (Regions of Hong Kong, Taiwan, Malaysia and France)

• Worked hand in hand with brand managers, PMO and make sure the websites are up to date.

• Organized pending tasks, dispatch tasks among designers and publishers.

• Set deadlines for task completion among designers and publishers

• Did QA of the tasks done by designers and publishers before it goes live on the respective websites.

• Prepared weekly reports and weekly work copes for client's reference.

• Held weekly meeting with client to evaluate the work done and pending

• Performed related tasks related to the the company's websites. HR Administrator July 2014 - March 2016

IBM Philippines Manila, Philippines

• Performed my tasks in both French and English.

• Handled calls from Clients and resolved their concerns

• Attended to escalations and VIP request and resolved within a very short period of time. K

EDUCATION

• Quality Analyst: In the role I executed the following tasks:

• Listened to agents' calls to check if the followed guidelines stipulated in the adopted template.

• Screened agents' emails to verify if proper steps were followed and correct if sentences had no grammatical and typographical errors.

• prepared report of my observations and conducted weekly meetings with clients and some selected Agents for feedback. Diploma in Journalism October 2012

International Institute of Journalism, Abuja, Nigeria Higher National Diploma October 2014

International Institute of Journalism, Abuja, Nigeria Masters in Communication Management ( MCM) December 2021 Asian Institute Of Journalism and Communication, Manila, Philippines

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