Customer Service Project Management

Enthusiastic and self-motivated bilingual professional with extensive experience in project management, customer service, administrative assistance, and program coordination. Skilled in overseeing projects, ensuring timely execution, and maintaining high-quality service standards in fast-paced environments. Fluent in English and French, with strong multitasking abilities and a commitment to positive customer interactions. Highly reliable in booking appointments with exceptional data accuracy and adapting to evolving guidelines. W O R K E X P E R I E N C E

SERVICE AND ENGAGEMENT ASSOCIATE July 2024 – Present International Baccalaureate

The International Baccalaureate (IB) a global leader in international education, fostering inquisitive, confident, and caring young minds. It empowers students with future-ready skills to thrive in a rapidly changing world.

• Respond to an average of 50+ inquiries daily via phone, email, and online platforms, ensuring timely and accurate support for IB stakeholders.

• Provide guidance on IB programmes, policies, and procedures to educators, students, and parents, achieving a resolution rate of 98% on first contact.

• Assist users in navigating IB resources, including the My IB portal, reducing follow-up inquiries by 30%.

• Maintain detailed records of customer interactions in Salesforce, improving data accuracy and tracking customer trends.

• Contribute to internal projects, such as process optimization and knowledge base updates, leading to a 20% reduction in response time.

• Identify recurring issues and provide feedback, enhancing IB Answers' service efficiency and customer satisfaction.

• Utilize CRM and customer support tools to streamline workflows, improving overall team productivity by 15%.

CLIENT RELATIONS AND ADMINISTRATIVE ASSISTANT March 2023 – July 2024 Effulgence Tech

Effulgence Tech provides exceptional website design, development, and digital marketing services to help businesses succeed online, offering comprehensive guidance throughout the process.

• Handle an average of 20+ inbound and outbound customer calls daily, achieving a 95% customer satisfaction rate.

• Develop and maintain strong client relationships, leading to a 20% increase in client retention.

• Assist in the preparation of marketing materials, presentations, and client communications.

• Utilize software tools like Microsoft Office, Salesforce and Google Tools for efficient data management.

• Participate in workflow management and development programs, enhancing service quality by 15%. PROGRAM COORDINATOR April 2018 – October 2020

Korea International Cooperation Agency (KOICA)

KOICA contributes to advancing international cooperation through various projects to promote friendly and cooperative relationships and mutual exchanges between the Republic of Korea and developing countries. MARIE PENTIESHE MOULIOM

Aldie, VA +1-704-***-**** *************@*****.*** P R O F E S S I O N A L S U M M A RY

• Acted as the primary liaison between customers and internal teams, ensuring smooth communication and speedy resolution of issues.

• Collaborated with international organizations to enhance service delivery, leading to a 10% improvement in project outcomes.

• Monitored and evaluated progress of 35+ team members across multiple departments, ensuring high service standards.

• Developed detailed activity reports for publication on KOICA’s social media platforms. TECHNICAL ASSISTANT (part-time) July 2013 – September 2016 Rainbow Environment Consult (REC) SARL

REC contributes to Sustainable Development by carrying out Environmental and Social Assessments of projects and programs, as well as related studies, in compliance with national and international regulations.

• Coordinated project teams and allocated resources efficiently, ensuring all deadlines were met.

• Facilitated smooth operations and effective communication within the team.

• Conducted detailed research and assessments to address customer inquiries and provide accurate information, enhancing satisfaction and trust.

ADMINISTRATIVE ASSISTANT October 2011 – November 2012 Savannah Botanic Gardens (SABOGA), a branch of Plant Kingdom Nurseries Enterprise (PLAKINEN) SABOGA contributes to plant species conservation and promotes agroforestry and environmental preservation. It is very rich in medicinal plants and other rare Indigenous flora species still unknown to the rest of the world.

• Managed a team of workers for enterprise gardening projects.

• Organized office transition from paper invoicing to QuickBooks.

• Assisted in preparing marketing materials, reports, and client communications. E D U C A T I O N

Master’s in International Cooperation, Humanitarian Action, and Sustainable Development

International Relations Institute of Cameroon (IRIC) – Cameroon Graduated with an Outstanding dissertation

2021

Bachelor's Degree in Political Science and Public Administration 2008 -2011 University of Buea – Cameroon

Graduated with a Research Project

V O L U N T E E R I N G E X P E R I E N C E

Public Relations Officer 2017 - Present

The Beauty of Now (BON) charity non-profit association – Cameroon BON’s ultimate goal is to make other's lives better through little acts of kindness. We aim to assist those in need, especially orphans and families.

• Developed and maintained positive relationships with donors, volunteers, and beneficiaries to ensure ongoing support and engagement.

• Utilized social media and other communication channels to raise awareness and garner support for BON’s initiatives.

• Planned, coordinated, and monitored micro-projects and events to support BON's mission. L A N G U A G E S

English – Native French – Native

S K I L L S

Customer Relationship Management Networking Project Management Adobe Illustrator Social Media Management Microsoft Office Workflow Management Verbal and Written Communication Google Tools R E F E R E N C E S

Available upon request.

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