Assam Scholar

Experience

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  DELPROFF

  Jul 2015 - Oct 2015

  Former intern

  my experience here was to sensitize young girls and boys, men and women about health,education. our main objectives was to prevent maternal and child mortality, prevent violence from our homes and schools. Ecouraging girls education and promoting gender equality.

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  YooMee Côte d'Ivoire

  Aug 2017 - now

  Customer Service Specialist B2C

  Work as part of a customer service representative team responsible for handling customerqueries/complaints.Responsible for providing product and service knowledge to customers.Maintain a trackable record of customer queries/complaints.Responsible for registration and maintaining customer purchase requests.

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  YooMee Mobile

  Oct 2020 - now

  Manage day-to-day service support for customers and distribution partners.Supervise and oversee the department strategy;Proposition and implementation of customers program in order to enhance their satisfaction and loyalty;Control adequation of products and services with customers requirements;Managing systems and arising errors and Evaluate of QoS and network qualityPrepare a weekly schedule for shift rotation toensure agent efficiency.Ensure good customer experience at all contacts points (B2B and partners)Management of Contact Center, resolution of B2B customer complaintsGuarantor of the order-invoicing-collection chain of customer portfoliosPerform support campaign data analysis to identify gaps and escalate to internal departments responsible.Collaborate with related units in order to drive higher customer satisfaction rate, NPS, customer retention.Create Daily, weekly and monthly reports for management review and feedback. Show less Manage a portfolio of distribution partners across the national territoryProduct first tier-technical assistance and customer supportResponsible for managing, monitoring and reporting account status of distribution PartnersProvide tier-1 technical and customer support to B2B and B2C customers via voice-calls, email and realtime chatWork in a rotational shift to create team balance, reduce overdue recevables and prevent disputesGenerate daily and weekly status reports for customer profile and statusAssist and coach junior customer service representativesContributes to the maintenance of a good commercial relationship with the customer Show less

  • Customer Experience Manager

    Oct 2023 - now

  • customer care (B2B) Team Leader

    Aug 2021 - now

  • Customer service specialist B2B

    Oct 2020 - now