Saurel ZEBAZE KENFACK, M.Eng, PMP®

Experience

• 

  UNION BANK OF CAMEROON Plc.

  Jun 2019 - Jan 2022

  -Implementation of the project management governance within the Bank - Work with the project teams and ensure the follow-up of the good project management practices- Handling customer complaint and request- The monitoring and Reporting process SLAs and KPIs.- The monitoring of process action plans implementation.- Support the drafting of business procedures and the administration of the Document Management System.- Conducting sessions to identify and analyze customer needs Show less

  • Quality Control Officer

    Sept 2019 - Jan 2022

  • Administration Assistant

    Jun 2019 - Aug 2019
• 

  Orange Cameroun

  Feb 2022 - Feb 2025

  - Conduct in-depth analyses of the voice of the customer (analytical and declarative) in order to detect customer irritants- Lead projects to implement CX best practices to address customer irritants and all actions aimed at making the customer experience memorable- Develop structured processes for collecting and handling customer grievances- Optimize costs by setting up mechanisms to anticipate customer irritants- Ensure the integration of CX requirements into product/service lifecycle management by providing and reviewing specifications.- Analyze customer journeys and identify customer actions on which to adopt a "Selfcare" approach Show less

  • Manager Customer Business Support

    Mar 2024 - Feb 2025

  • Customer Experience Performance Manager

    Feb 2022 - Feb 2025