Service Representative Customer

OLIVIER KEVIN DZUNA FOTSO

Email · *****************@*****.***

Phone: 099******** / 097********

FRENCH BILINGUAL

CAREER OBJECTIVE: Giving the best of my experience and knowledge, and using my communication and bilingual language skills, in the best possible way, to contribute to the vision, mission, and strategic goals of the Company.

AREA OF COMPETENCY

Communication skills, Customer service, easy use of Microsoft office package (Word, Excel, Powerpoint), Business Correspondence, Corporate Communications, Technical support, Incident Management, Internet protocol (IPv4&IPv6 assignment), MS Windows Server, Unix/Linux, Troubleshoot, Database (MS SQL or Oracle), Application support experience, Sales, Transcript Analyst, selling duty free, Translation, Teaching skills.

SKILLS

Excellent communication skills in French (Native Speaker) and English (professional)

Excellent grammatical knowledge of both French and English structures: has business email writing experience.

Passion to provide delightful customer service: Proven troubleshooting and diagnostic skills.

Fantastic telephone skills with enhanced customer care experience.

Faster learner with good delivery skills as a fruit of my intuitive intelligence

Knowledge in Software and Administration Network

Knowledgeable with word processing tools (MS OFFICE, WORD EXCEL etc), and WINDOWS OPERATING SYSTEMS.

Fast typing skills

Ability to accept feedback constructively and incorporate into my work. Collaborate effectively to ensure team goals are achieved.

Good leadership, mentoring, organizational, forward planning, and problem-solving skills: Team player, proactive and professional communication with team members

Strong writing, synthesis, communication, and relationship building skills.

Ability to learn new tools, to adapt, and easily integrate in a new work environment.

Capable of preserving a strict confidentiality with devotional motivation.

EXPERIENCE

APRIL 2022 – PRESENT

FRENCH TECHNICAL SUPPORT ENGINEER, TECHNIDATA MEDICAL SOFTWARE

Provides level 1 support to our client in France and Canada

Provides Level 2 support and assistance to our subsidiaries and distributors in the Asia Pacific Region: respond to Asian Partners about their user's technical issues

Incident management onsite and offsite. Performs simulations to recreate and investigate issues. Conducts unit tests for connections, interfaces, modules and participates in software migration projects.

Prepares visit report (actions carried out, difficulties encountered, points to finalize) and update configuration.

Installation, configuration, and project validation of Technidata software

Develop a comprehensive understanding and mastery of all tools.

MARCH 2021 – MARCH 2022

FRENCH RESOURCE PROCESS SPECIALIST, INFOSYS BPM LIMITED

Resolve issues utilizing excellent customer service skills, problem solving skills, reasoning skills, and a high level of individual judgment to ensure outcomes of our staff satisfaction.

Receive and respond to Staff inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.

Updating documentation such as calls received, and type of resolution given to a client

Ensure fast and accurate turnaround of work.

Solve problems using agreed upon procedures as well as proper escalation process.

Develop a comprehensive understanding and mastery of all tools.

Remain updated on KB, policy, procedure and other important operational issues.

Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.

Ensure fast and accurate turnaround of work.

Solve problems using agreed upon procedures as well as proper escalation process.

Develop a comprehensive understanding and mastery of all tools.

Remain updated on products, policy, procedure and other important operational issues.

SEPTEMBER 2020 – FEBRUARY 2021

OPERATIONS TECHNICAL SUPPORT REP, ETEACHERGROUP LTD

Taking calls related to Internet and VoIP phones issues for Eteacher Business customers

Troubleshoot PureFibre Internet lines.

Enough Knowledge of Eteacher hosted email domains and troubleshoot (Outlook email client knowledge)

Booking Tech Visit if needed and educate the customer in case there are additional charges due to Inside Wiring.

VoIP phones / Business Connect Support and Care

TECHNICAL SUPPORT

Providing first level of support to all customers with their questions about any of the supported software and computing platforms to the best of my ability, in a professional and courteous manner.

Taking calls for Business Connect customers

Educate the customer how to use and navigate the VoIP hosted phone system.

Single out the issues pertaining the customers’ calls: account status, Internet pertaining issues, Network set up issues (physical desk phones, IP address, phone version, phone compatibility issues, Modem and Router/Firewall set up, port forwarding and triggering)

Phones not working due to INTERNET issues: troubleshoot the Internet lines.

Phones not working due to Network setup: troubleshoot Modem, Router/Firewall setup

Respond to bill inquiries and educate the customers about each monthly charge.

Make diagnostic Tests to find out the issues pertaining the client service.

Outbound calls to clients to troubleshoot over the phones.

Well document and Escalate all unresolved issues to our higher-level team (Tier2)

CARE

Add-on order processing

Credit card payment processing

Explained invoices/bills to customers.

Balance checking and credit processing if applicable

Credit card and bank account configuration for pre-authorized payment and update

JANUARY 2020 – AUGUST 2020

FRENCH ONLINE CUSTOMER SERVICE REPRESENTATIVE, ETEACHERGROUP LTD

I serve as the front line for customer experience sales interactions via Calls (inbound/outbound), webchat, WhatsApp, and Messenger texting communication. I am responsible for meeting established sales goals by understanding customer needs, matching them to product solutions and scheduling a registration call when necessary. I also assist customers in completing website transactions to enable Ecommerce to consistently achieve its revenue goal.

Answer multiple incoming sales chats and calls at a time.

Exceed sales goals as established by the Digital Team Manager

Effectively explain product and promotional details.

Accurately capture and record all customer information necessary to conduct business.

Attend and actively participate in all scheduled coaching, training, and certifications.

Ability to back up customer service chats and emails, as necessary.

Communicate relevant feedback (productivity or customer related) to the Digital leadership team.

Experience working with CRM systems.

Excellent accuracy with typing and data entry

OCTOBER 2019 – JANUARY 2020:

FRENCH SPEAKING CUSTOMER LOYALTY ASSOCIATE (SEASONAL), BALSAM HILL

Deliver excellent and delightful customer service through email and live chat support for multiple brands

Meet various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Effectively handle French customer interactions and case tasks while representing the brand and its values without the use of translation tools in an accurate and timely manner.

Collaborate with colleagues and managers to ensure customer issues are resolved appropriately.

Understand company policies and procedures and know when to escalate and de-escalate customer service-related issues

JAN 2017 – SEPTEMBER 2019:

FREELANCE FRENCH INSTRUCTOR, PROOFREADING & TRANSLATOR, UPWORK

Handled group classes in the French language for missionaries going to work in French Speaking countries.

Focus on teaching the 4 required skills of French language: reading, writing, speaking, and listening.

Handling one-on-one French classes for Filipino students preparing for the IELTS / TEF exams.

Created custom courses to respond to the needs of each student since their interests differ from one another.

Translation of documents from French to English and vice versa.

EDUCATION

AUG 2017 – FEBRUARY 2020

ASSOCIATE DEGREE IN THEOLOGICAL STUDIES, ATENEO DE MANILA (LST DEPARTMENT)

ASSOCIATE DEGREE IN COUNSELING & PSYCHOLIGICAL STUDIES, ATENEO DE MANILA (CEFAM)

SEPT 2012 – JUN 2015

BACHELOR’S IN PHILOSOPHY, CATHOLIC UNIVERSITY OF PAUL VI (BAFOUSSAM/CAMEROON)

SEPT 2008 – JUN 2011

DIPLOMA IN LINGUISTICS & LITERATURE, SAINT LAURENT COLLEGE, DOUALA/CAMEROON

LICENSES & CERTIFICATIONS

CISCO CCNA 200-301, UDEMY CERTIFICTE No: UC-9131b417-a9b6-404d-b281-e4bcd6773612

NETWORK ADMINISTRATION, http://www.linkedin.com/learning/paths/become-a-network-administrator

CISCO CCNP ENARSI (300-410) CERT PREP: 2 VPN TECHNOLOGIES, HTTP://WWW.LINKEDIN.COM/LEARNING/CISCO-CCNP-ENARSI-300-410-CERT-PREP-2-VPN-TECHNOLOGIES

BECOME AN IT SUPPORT TECHNICIAN, http://www.linkedin.com/learning/paths/become-an-it-support-technician

MACOS SIERRA FOR IT ADMINISTRATORS, http://www.linkedin.com/learning/macos-sierra-for-it-administrators

WINDOWS 10 FOR IT PRO ESSENTIAL TRAINING, http://www.linkedin.com/learning/windows-10-for-it-pros-essential-training

WINDOWS IT: TROUBLESHOOTING FOR IT SUPPORT, http://www.linkedin.com/learning/windows-10-troubleshooting-for-it-support

BECOME A CUSTOMER SERVICE SPECIALIST, HTTP://WWW.LINKEDIN.COM/LEARNING/PATHS/BECOME-A-CUSTOMER-SERVICE-SPECIALIST

CUSTOMER SERVICE: PROBLEM SOLVING AND TROUBLESHOOTING, HTTP://WWW.LINKEDIN.COM/LEARNING/CUSTOMER-SERVICE-PROBLEM-SOLVING-AND-TROUBLESHOOTING

BECOME AN IT SUPPORT TECHNICIAN, HTTP://WWW.LINKEDIN.COM/LEARNING/PATHS/BECOME-AN-IT-SUPPORT-TECHNICIAN

WINDOWS 10: TROUBLESHOOTING FOR IT SUPPORT, HTTP://WWW.LINKEDIN.COM/LEARNING/WINDOWS-10-TROUBLESHOOTING-FOR-IT-SUPPORT

ACTIVITIES

AUG 2015 – JULY 2016

VOLUNTEER WORKER, XAVERIAN MISSIONARIES (NDANU, KINSHASA/RD CONGO)

• Led fundraising activities for kids in the streets of Kinshasa

• Helped, coaching and mentoring sex workers to change their career path and way of life.

• Led programs responsible for reuniting street kids and displaced people with their families.

• Moral, financial and education initiatives for prisoners in collaboration with Saint Bernard Parish of Ndanu, Kinshasa

• Led a group of 60 youths and coordinated all their summer activities.

CHARACTER REFERALS

1.Terence Egbe

Asst Operations Director

TCL ONLINE SERVICES, Alabang Muntinlupa

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

Phone: 092********

2.Etienne Irizivumana

Technical Support level 2

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

Phone: 092********

3.Gilles Tchamtcheu

French Bilingual Associate

Consultant at Syntel Willis Towers

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

Phone: 090********

Contact this candidate