French bilingual customer success manager

PROFESSIONAL SUMMARY

Bilingual (English-French) Customer Operations, BPO, and Business

Support professional with 9+ years of experience supporting global clients across Amazon-like e-commerce, aviation, and shared services environments. Strong background in high-volume call center operations, back-office investigations, FinOps-adjacent support, risk analysis, and KPI- driven performance management. Experienced working in 24/7 operations, meeting strict SLAs, CSAT, QA, and compliance standards. Proven ability to adapt quickly to Amazon, Telus, Accenture, Concentrix, and TaskUs operating models, tools, and leadership principles. WORK HISTORY

Senior Bilingual Customer Experience Specialist, 01/2024 to 01/2025 HexClad Cookware

Senior Bilingual Customer Experience Specialist, 01/2024 to 01/2025 Omnie Enterprise

Sales & Service Manager, 11/2021 to 01/2024

Air France - Douala, Cameroon

CONTACT

Address: Muntinlupa City, Manila 1700

Phone: +63-945-***-****

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

WEBSITES, PORTFOLIOS,

PROFILES

SKILLS

STEPHANIE MBYONG ASSOUA

Delivered high-volume English & French customer support via phone, email, and chat for a premium global brand

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Managed end-to-end order lifecycle: sales inquiries, returns, refunds, exchanges, warranties, and shipping issues

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Investigated order discrepancies and payment-related concerns, ensuring compliance with company policies

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Coordinated logistics with FedEx and UPS, generating labels and QR codes

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Maintained top CSAT scores while meeting strict SLA and productivity targets

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Escalated complex technical and billing cases following SOPs to support customer retention and risk mitigation

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Provided bilingual support for Amazon and Shopify customers across multiple regions

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• Handled returns, refunds, disputes, and warranty claims with 95%+ CSAT

• Conducted Tier-1 technical troubleshooting using AnyDesk Analyzed ticket trends and generated Power BI reports to reduce escalations and repeat contacts

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Supported back-office functions including data validation and process improvement initiatives

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https://www.linkedin.com/in/assoua-

stephanie-636343138/

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• Call Center Operations

• Customer Care

• Sales & Retention Support

• Help Desk / IT Support (Tier 1)

• Back-Office Operations

• FinOps & Billing Support

• Payment & Invoice Investigations

• Risk & Dispute Analysis

• Order-to-Cash Support

• Business Intelligence (BI) Reporting

• Data Validation & Reconciliation

• KPI, SLA & QA Compliance

• Escalation Management

• SOP Adherence

• Process Improvement

• Stakeholder Communication

• CRM & Case Management

• Salesforce

• Kustomer

• Gorgias

• HubSpot

• Shopify

• Pipedrive

• Amazon Seller Support workflows

• Order & refund investigations

• Escalation queues

• Power BI

• Microsoft Excel

• Pivot Tables

Procurement & Support Manager, 10/2018 to 10/2021

DK Automobiles & Hotels

Customer Experience Specialist, 03/2015 to 01/2018 DK Automobiles & Hotels

EDUCATION

Bachelor of Arts, Business Communication

University of Dschang

Diploma, TEFL

Teachers Records

High School Diploma, Online

Alison

LANGUAGES

English:

Led and coached a 20-member customer service and sales team in a high-pressure aviation environment

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Managed reservations, reissues, refunds, and fare calculations in English and French

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Reduced customer wait times by 7+ minutes through workflow optimization

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Built Excel and Power BI dashboards for performance tracking and workforce planning

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Ensured strict compliance with aviation regulations, audit requirements, and SOPs

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Oversaw vendor contracts, invoicing, and service compliance using Navision ERP

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Supported payment tracking, cost control, and operational reporting

(FinOps-adjacent tasks)

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Reduced supply chain delays by 12% through automation and data- driven decision making

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Coordinated with finance and operations teams to resolve discrepancies and risks

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Managed 80+ daily customer interactions across phone and email channels

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Improved first-contact resolution by 15% using CRM automation and SOP alignment

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• Supported sales inquiries, complaints, and service recovery initiatives

• VLOOKUP

• XLOOKUP

• CSV & PDF Analysis

• SharePoint

• Slack

• Microsoft Teams

• AnyDesk

• Microsoft Navision

• Invoicing & payment tracking

• Account management

French:

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