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Опыт работы

Head of customer support

с 07.2019 по 12.2023 (4 года 5 месяцев)
soja togo, lome (Public and business services)

- Lead a team of customer service professionals, overseeing all aspects of customer support operations.

- Develop and implement customer service strategies to improve overall customer satisfaction and retention.

- Analyze customer feedback and data to identify trends and opportunities for service improvement.

- Collaborate with cross-functional teams to enhance product offerings and resolve customer issues.

- Establish and monitor key performance indicators (KPIs) to measure and improve team performance.

- Conduct regular training sessions to ensure staff is well-equipped to handle customer inquiries effectively.

- Managed a team of customer service representatives, providing guidance and support.

- Implemented process improvements to streamline customer support workflows and reduce response times.

- Developed and maintained relationships with key clients, addressing their unique service needs.

- Conducted performance evaluations, set goals, and provided ongoing coaching to team members.

- Collaborated with other department heads to align customer service strategies with overall business objectives.

- Handled escalated customer issues and provided resolution to ensure customer satisfaction.

- Developed and implemented training programs for customer support representatives.

- Conducted regular team meetings to share updates, best practices, and address challenges.

- Analyzed customer data to identify opportunities for process improvement and service enhancement.

Customer support representative

с 06.2017 по 06.2018 (1 год)
voltic togo, lome (Public and business services)

Handle incoming customer inquiries via phone, email, and live chat in a timely and professional manner.

- Provide product information, troubleshoot issues, and offer solutions to meet customer needs.

- Collaborate with cross-functional teams to escalate and resolve complex customer issues.

- Maintain accurate and detailed customer records in the CRM system.

- Consistently meet and exceed monthly customer satisfaction targets.

Образование

lycée lomé port

Language and comunication, lomé
Среднее специальное, с 2014 по 2017 (3 года)

Знания и навыки

Знание языков

• Английский — свободно
• Французский — свободно