Ahui, Ange Gnamien

FRENCH SPECIALIST

St Agnes Street, Elvinda Village, Fatima, San Pedro, Laguna

Email: adx5y7@r.postjobfree.com

Phone: +639*********/ +639*********

Permanent Resident Visa

PROFESSIONAL SUMMARY

HIGHLIGHTS

CORE STRENGHTS AND SKILLS

EXPERIENCES

Nov 2018 – May 2023 FRENCH TEAM MANAGER

TENERITY INTERNATIONAL PHILIPPINES CORP. (Former CxLoyalty)

• Directly report to the Operations Manager and coordinate with other Team Managers and Support Groups including the departments’ points of contact and stakeholders to ensure alignment on priorities, processed and updates.

• Responsible for leading and managing assigned Team Members and ensure frontline employees tasks are accomplished with necessary support provided to each team member.

• Providing real-time support to other employees seeking administrative, process or product or ensuring support if employee’s Team Manager is not available. Conscientious, highly motivated individual who consistently meets and exceeds goals. I have worked in different positions in my previous companies and my passion for excellence has made it possible for further career advancement in a short span of time. Ensuring myself that customers get the proper guidance and service with the utmost courtesy is what i do best.

• Native French speaker

• Basic Spanish

• Service Now

• Jira Tickets

• Finance

• Business Intelligence

• Customer Relationship Management

• Teaching and tutoring

• Basic Troubleshooting

• Translation

• Fast learner. Adapts well to changes.

• Pro-active.

• Positive and Enthusiastic attitude.

• Sense of Research.

• Proficient in Microsoft Office Programs

• Team player

• Analytical thinker

• Take ownership of the administrative needs of the assigned Team Members.

• Responsible for ensuring that Team members are able to meet and exceed Company’s goals on Attendance, Productivity, Efficiency and Quality.

• Providing real-time support including responding to member, client escalations needing higher level of attention or authorization

• Owning the development needs of the Team

• Participating in leadership-related activities of the Company and ensuring participation of the Team in employee activities.

• Enforcing company’s Code of Conduct, Policies and Procedures and ensuring Company process including Corrective Action guidelines are followed and issued when necessary.

• Coordinating and ensuring timely correspondence with the Business Owners regarding product and process updates.

• Providing timesheet for Team and ensuring this has been correctly updated for payroll purposes in Dayforce.

• Open tickets in Service Now or Jira and ensuring this has been escalated to the right department. April 2017 – Nov 2018 - FRENCH BILINGUAL CUSTOMER CARE ADVISOR CXLOYALTY INTERNATIONAL PHILIPPINES CORP. (Former AFFINION)

• Free hand answer for both English and French e-market when unable to find a sample in order to provide accurate information and best answers to member.

• Handle escalation calls and emails from customers, media, police, consumer associations and authorities.

• Investigate if member hasn’t received his different rewards (upon request) and update in payment files for next payments.

• Process a verification through CHASE PAYMENTECH if member has received his refund by providing an Acquirer Reference Number (ARN) as a proof of payment otherwise amend finance Excel file with the IBAN of member for the next payment.

• Help front-liners by providing accurate information to member by providing assistance if needed.

• Escalate difficult issues to the right Department (Operation Manager, Reputation Managers, Legal Departments, Project and Issue Departments etc.)

• Verify through MIMECAST if all information has been sent to member in case of complaint.

• Make outbound calls to members if needed in order to provide best customer service.

• Verify if cashbacks have been processed according Terms and Conditions and investigate through different tools and solve pending issues.

• Verify if members haven’t received their cheques (upon request) and send new requests to Processing Department for re-issuing etc.

• Take escalation call or emails and solve customer problems by providing fast and accurate answer.

• Resolve customer issues and complaints urgently when negative comments have been posted on social medias.

Dec 2016 – Mar 2017 - FRENCH TRANSLATOR

WEBB FONTAINE ASIA, INC.

• Translate custom’s items from English to French and vice versa from French countries where WEBB FONTAINE operates or from the exporting countries in order to valuate and classify them.

• Make calls to different exporters or importers if necessary to get some copies of invoices when valuation and classification teams are not able to make them due to French language.

• Translate all queries from French to English and vice versa to make them understandable for the receivers.

Jan 2016 – Dec 2016 – FRENCH BILINGUAL CSR

E-TELECONNECT, INC.

• French and English Operator System. Assist WIMACTEL Canada French and English and US customers through inbound calls and help them to dial their numbers if they are not able to be connected to their interlocutor and bill according the company policies.

• French Canadian Directory Assistance: Help and assist French Canadian Customer to get the number they are looking for through company search engines

• Adhere to guidelines for code of conduct.

Dec 2013 – Dec 2014 - FRENCH SUPPORT ASSOCIATE

Toronto Dominion Bank Account

THE MINACS GROUP, INC:

Quality Verifier

• Attentively listen to calls, corrects errors and makes the end-day report emailed directly to company client.

• Handle MBNA, a division of TORONTO DOMINION Bank.

• Provide customer-callbacks to provide necessary assistance and corrections after unresolved transactions by front liners, ensures customers are left with a positive impression of the company promoting customer loyalty.

French CSR Acquisition credit cards (Inbound and Outbound) French CSR Balance transfer and deposit (Inbound and Outbound)

• Deal directly with MBNA customers by phone.

• Respond promptly to queries providing quality service to customers and associates about the availability of products or status of orders.

• Listen attentively to caller needs to ensure a positive customer experience.

• Process orders, forms, applications and requests.

• Quick resolutions, highly commended by supervisor for the quick resolution avoiding escalations.

• Communicate effectively with customers from diverse backgrounds.

• Ensure customers are satisfied with every part of the flooring experience, from initial greeting to order completion.

• Actively recommend solutions to colleagues.

• Assist in credit card transactions.

2012 - 2013 - French Teacher at BLUESHIP International Academy and Karnataka Institute of Foreign Language (KIFL) in India.

2009 – 2010 - Part time Assistant Manager and Commercial in a real estate company. 2008 – 2009 - Data Operator SAGEM SECURITE for general population census. May 2007 - Insurance adviser Training at BENEFICIAL LIFE INSURANCE AND CO. 2006 – 2007 - Accounting Assistant and Loan Officer in microfinance. EDUCATION

Dec12 – Dec2013 - SAP R/3 Business Intelligence BI, Financial and Controlling FICO at Global Enterprise Infotech Solutions Bangalore, India

2010 – 2011 - Master of Science in Business and International Trade at IDELCI, Groupe CSI-Pôle Polytechnique Abidjan, Ivory Coast

2009 – 2010 - Graduate Degree in Finance and Management Controlling at Groupe ALT – ISTEA Academie Abidjan, Ivory Coast

2003 – 2006 - College Degree in IT and Management at Institut Supérieur des Sciences Appliquées Yamoussoukro, Ivory Coast

2002 – 2003 - National A-Levels, Ivory Coast

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