Multilingual Customer Service Specialist with Operations Expertise

Colin Ngoma Tunga

Lake Oswego, OR

Profile Summary:

● Experienced Customer Service Specialist with approximately 2 years of expertise in bilingual (French

& English) support, handling warranty claims, repairs, replacements, and technical troubleshooting.

● Proficient in CRM and ERP systems such as Service Bench, SAP, and Optimizer, ensuring accurate service tracking, efficient issue resolution, and streamlined customer interactions.

● Strong background in operations and logistics, with a focus on improving call flow efficiency, coordinating service appointments, and managing follow-ups to enhance end-to-end service delivery.

● Skilled mentor and team contributor, training new hires on best practices in troubleshooting, escalation handling, and CRM documentation to uphold service quality standards.

● Customer-focused problem solver, leveraging empathy, communication, and technical knowledge to deliver high first-call resolution rates and build long-term customer relationships. LANGUAGES:

● French: Native

● English: Highly Proficient

● Kiswahili: Native

● Lingala: Native

SKILLS

● CRM & ERP Tools: CRM, SAP, Service Bench

● Data & Process Management: Database Management, Reporting, Documentation, SOP Writing, Data Analysis

● Operations & Logistics: Inventory Control, Freight Coordination, Order Management, Scheduling

● Customer Service: Multilingual Support, Complaint Handling, Conflict Resolution, Client Relationship Management

● Leadership & Projects: Team Leadership, Project Supervision, Process Improvements

● Cloud Platforms & Tools: Cloud-based tools and service applications EDUCATION:

● MBA ongoing at ASU (University of Arizona - Full Time) Aug 2025 - Present

● Bachelor’s in Marketing & Management University of Lubumbashi, DRC Jul 2008 EMPLOYMENT HISTORY:

Outlier Lake Oswego, Oregon Nov 2024 – Present

Content & Prompt Analyst (Freelancing/ Part-time)

● Analysed content trends and prompt performance to support data-driven improvements and leveraged AI tools to refine content strategies and enhance response quality.

● Led cross-functional projects to boost user satisfaction and engagement.

● Delivered measurable enhancements in prompt effectiveness and content quality. Whirlpool Corporation MI Jan 2023 – Aug 2024

Senior Customer Service Representative

● Provided bilingual (French & English) customer support for appliance and device issues, including repair requests, warranty claims, replacements, and general troubleshooting.

● Assessed service needs via calls, emails, and chats, and escalated unresolved or complex issues to designated technical or repair teams.

● Effectively utilized multiple CRM and ERP platforms—including Service Bench for service tracking, SAP for parts/device identification, Optimizer for enhancing call flow efficiency, and various CRM systems—to document service cases, manage follow-ups, and ensure seamless, end-to-end customer support delivery.

● Maintained accurate records of customer interactions, coordinated service appointments, and followed up to ensure issue resolution and satisfaction.

● Played a key role in reducing resolution times and enhancing first-call resolution by applying product knowledge and tailored support strategies.

● Helped customers navigate technical problems by guiding them step-by-step through troubleshooting procedures to resolve functional issues.

● Mentored new team members on troubleshooting techniques, escalation protocols, and CRM documentation best practices.

● Developed strategies to boost team productivity and improve customer service KPIs through process improvements and data-informed decision-making.

● Fostered lasting customer relationships through empathetic communication and prompt resolution of concerns, consistently achieving high satisfaction ratings. Fiat Chrysler Automobiles (FCA) – Sterling Heights, MI May 2021 – Nov 2022 Operator

● Performed a wide range of tasks in assembly and stamping operations to support high-volume automotive manufacturing.

● Operated and monitored heavy equipment and production machinery while adhering strictly to safety protocols in dynamic, high-risk environments.

● Worked efficiently in extreme temperatures (hot and cold), maintaining performance and safety under physically demanding conditions.

● Adapted to tight or confined workspaces, demonstrating flexibility and spatial awareness in complex production setups.

● Maintained production standards by following standard operating procedures (SOPs), contributing to consistent quality and workflow continuity.

Penske Romulus, MI Jan 2021 – May 2021

Warehouse Selector

● Accurately staged, sorted, and scanned products for loading and shipment using warehouse scanners.

● Loaded/unloaded trailers, moved materials, and placed inventory in designated areas.

● Operated manual dock chains and maintained a clean, organized, and safe workspace.

● Packaged finished products (shrink wrapping, boxing, labeling) and ensured compliance with all safety protocols.

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