Customer Service Management

Fitong Ketchiwou Ga lle

Address: Hector Peterson Residence (N38), Private Bag X79, Bellville 7535

SA.

Gender: Female.

Date of Birth: 6th July 1984

Nationality: Cameroonian

Contact: +27-079******* Email: *********@*****.***.

Bilingual (English and French) Post graduate

Education

2010 - 2011 Masters of Commerce (Management)

School of Business and Finance - University of the Western Cape (UWC),

South Africa

Modules included:

> Organisational Diagnosis

> Business Research Methods

> Management Research Seminar

> Training Management

> Employee Management

> Critical Analysis for Research

> South African Businesses and Globalisation

2009 Bachelor of Commerce (Honours) (Management)

School of Business and Finance - University of the Western Cape, South

Africa

Modules included:

> Advanced Marketing Policy and Strategy

> Small Business Development and Entrepreneur

> Global Marketing

> Project Management

> World Class Manufacturing

> Supply Management

> Small and Medium size Enterprise Consulting.

> Analytical and Critical Thinking.

> Contemporary Management Topics-Corporate Governance and Business

Ethics

2003 - 2007 Bachelor of Science in Management - Modules in transcript

University of Buea, Cameroon.

Dissertations

> 2011: A critical assessment of Transformational Leadership style and

Organisational Commitment in the faculty of Economics and Management

Sciences, University of the Western Cape.

> 2006: The Impact of organisational Behaviour on the success of Small

Businesses. Case study Rural Investment Credit (RIC), Bafoussam,

Cameroon.

Work experience

Feb 2010 - May 2012 University of the Western Cape -Tutor and Tutor

Coordinator

Key responsibilities

> Assist with students' registration.

> Recruit and Coordinate tutors as well as logistics for about classes

of about 500 students.

> Set up tutorial slots for students and allocate tutors

> Facilitate communication between tutors, lecturers and students.

> Update and maintain students' marks.

> Plan for academic support programs with lecturers.

> Administration of assessment and material related to the course.

> Result conflicts and attend to students' queries

> Tutor 2nd, 3rd year and postgraduates in Marketing, Retailing

Management and Operations Management

> Assist students with difficult learning content.

> Facilitate interactions among students and stimulate critical thinking

in them.

> Participate in professional development offerings.

Achievements

> I successfully operated the newly introduced barcoding system for

Strategic Management module. This was the first time this system used

in SBF. This was a great time saving tool in capturing marks. I later

on trained another tutor coordinator to use it.

> I prepared reports for my supervisor(lecturer)

> I resolved numerous conflicts between students and tutors

> I successfully managed difficult students and tutorial groups

> New tutors have often been referred to me for help, guidance, tips and

advices.

June and December 2010 Residence and Catering Services, UWC - Student

Assistant Leader

Key responsibilities

> Lead a group of four in my shift

> Provide customer service to UWC's vacation visitors

> Assist students in moving in and out for their rooms (for holiday)

> Organise and plan for visitors' arrivals

Achievements

> My team and I impressed visitors with an excellent customer service.

July 2009 - July 2010 UWC library - Night shift Student Assistant

Key responsibilities

> Assist students in getting online journal & articles and books

> Assisting students on internet, Microsoft programs, printing and other

computer related problems.

Achievement

> I was one of the first people to assist in this newly opened unit in

the library (Knowledge Commons- KC).

> Assist the unit managers in careful thoughts for innovation and

continuous improvement. I am proud of that unit every time I pass

around; it reminds me of the little beginnings.

October 2008 - February 2009 Chede Corporative Union Douala, Cameroon

-Executive Assistant

Key responsibilities

> Providing administrative support to the Chief Executive Officer and.

> Manage branch staff (7 employees), petty cash & monitor expenditures

and reconcile expenses.

> Consolidate periodical report for projects

> Respond to mails and represent the corporative in external meetings.

> Plan and organise staff meeting, meetings with donors and partners

Achievement

> I designed comprehensive spreadsheet for recording financial

transactions.

> Delivered reports to CEO on time.

> Negotiated for relatively lower rate for most of the outsourced

services ( huge cost saving)

January - September 2008 Turbo Automobile Douala, Cameroon -Sales and

Recovery Manager

Key Responsibilities

> Follow up debtors to pay their debts

> Liaise with international suppliers for bulk purchases

> Accompany the manager to business meetings

Achievements

> I successfully negotiated with suppliers and purchased goods were

delivered.

> The accounts receivable for the company was enormous when I was

employed. In the short space if time that I was there, I succeeded to

recover about 70% of the company's debts. Which had not been the case

before.

> I designed the "pay old debt before we give a new one" initiative

which speeded up recoveries.

Internships

September 2007 Colgate Palmolive Douala, Cameroon - Sales Promoter

Key Responsibilities

> Promoting sales of the newly launched Colgate calcium (Tooth paste)

> Liaising with Colgate's whole sellers in "Mbopi" market (Douala)

Achievement

> Passed my sales quota

November 2006- March 2007 Forage D'eau Cameroon (borehole drilling) - Human

Resource Assistant

Key Responsibilities

> Assist Human resource Manager in the day to day personnel).

> Plan schedules for Job execution (drilling)

> File classification and recording office expenditures

Achievements

> Related with uneducated workers successfully.

Sept 2006 Bafoussam Rural Council Cameroon - Assistant Secretary

Key Responsibilities

> Type, file and answer the phone

> Participate in sensitizing the rural population on the importance of

education.

> Assist the uneducated to completing forms (birth, death and marriage

certificates) for certification.

Achievements

> I related with uneducated workers successfully.

Jul- Sept 2005 Rural Investment Credit Bafoussam- Accounting and Marketing

Departments Assistant

Key Responsibilities

> Assisting the Public relation officer, accountant, assisting in

financial report writing,

> Field work research and sales

> Customer service

Achievements

> I brought a number of customers to the credit union. This is not easy

in a rural area.

Volunteering

2009 International Aids Conference Cape Town, SA - Volunteer.

Key Responsibilities

> Usher, coordinate and monitor for smooth functioning of the

conference.

July 2007 National Election Observatory Cameroon - Delegate

Key Responsibilities

> Observe municipal and legislative elections in Cameroon (Tiko station,

South West Province).

September 2004 Light Africa (NGO) - Administrator

Key Responsibilities

> Work at reception,,book keeping and archiving

Achievements

> This NGO had been inactive for some time, I managed to organise

scattered documents and classify them appropriately.

Training: November 2008: International Chamber of Commerce training in

"Documentary Credit"

IT skills: Outstanding web knowledge, Training in Ms.-Word, excel,

PowerPoint, access and publisher

Hobbies: Enjoy Browsing, Singing, Basketball, reading

References:

1. Prof Kobus Visser. Phone: +27-021-***-****. Email: *******@***.**.**

2. Mr Gavin Caseley. Phone: +27-021-***-****.Email: ********@***.**.**

3. Mr Abdullah Bayat. Phone: +27-021-***-****. Email: *******@***.**.**

Contact this candidate