Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Timeline
Generic

Asongacha Bejacha Vera

CUSTOMER SERVICE PROFESSIONAL
Douala

Summary

Asongacha Bejacha Vera is a Customer Care service professional, bilingual with 8 years of experiences in managing call center & agents as Supervisor & Shift Leader, solving online & offline complaints as Back Office Solving Complaints Chief.

Overview

14
14
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Head of Digital Customer Support

Neero
01.2024 - Current
  • Orienting, organizing and deploying activities of customer digital support as recommended by company.
  • Evaluating complaints quality and proposing long lasting to solution to management.
  • Control and follow up KPIs and SLAs to assure quality of service to customers in all digital channels
  • ⁠Work in collaboration with other departments (Sales, Product & Policy, IT) to ensure customers queries are resolved on time.
  • ⁠Develop and establish work procedures in the process resolving customers queries in all digital customer support channels.
  • Keeping eye on market in order to adapt best practice in term of customer experience and improve customer satisfaction

Customer Experience and Relationship Manager

VIETTEL CAMEROUN S.A
12.2019 - 09.2023
  • Ticketing management and Customer Experience
  • Solve/Escalate complaints with the use of CRM tools to ensure customer satisfaction
  • Evaluating complaints quality to identify possible problems and proposing long lasting solutions
  • Develop FAQs and DIY guidance to ensure customer's seflcare
  • Controlling quality of activities to ensure customers are provided solutions within the standard SLA
  • Ensure the attainment of the various KPIs set for the activity of ticketing
  • Carry out outbound calls survey to ensure customers satisfaction and experience about quality of solutions provided.

Sales Channel Support

VIETTEL CAMEROUN S.A
01.2018 - 12.2019
  • Point of Sales Support (Back Office to POS)
  • Resolve complaints of end users received via POS channels
  • Evaluate POS activities and propose solutions
  • Ensure information about updates on workflow, company policies and services are well channeled
  • Established and/or improved work procedures in the process of solving complaints relating to distribution channel.

Call Center Manager

VIETTEL CAMEROUN S.A
10.2015 - 01.2018
  • Call Center Manager (FO Agents Management)
  • Organized workflow of agents in shifts
  • Calculated and estimate agent needs to ensure attainment of KPIs
  • Provide online assistance to FO
  • Coordinate with departments to resolve arising issues
  • Ensure FO have the correct quantity and quality of working tools.

Supervisor

VIETTEL CAMEROUN S.A
07.2014 - 10.2015
  • FO (Agent) quality and calls Supervisor
  • Evaluated online and offline calls of FO agents
  • Organize periodic (daily, weekly and monthly) meetings with FO about service quality improvement & online assistance
  • Ensure call center agents understand the policy of the different products and services
  • Participated alongside in the hiring and training of call center agents.

Sales Representative

MTN (MOBILE TELEPHONE NETWORK)
06.2010 - 07.2010
  • Sales Representative
  • Demonstrate products and services to existing/potential customers
  • Recruit and convince potential customers to use the company's products and services
  • Report sales activities to the head of department.

Education

Graduate Diploma in Marketing -

PAN AFRICAN INSTITUTE FOR DEVELOPMENT WEST AFRICA BUEA (BRITAIN)
01.2012 - 04.2013

Advance Diploma in Marketing, Advertising & Public Relation - undefined

PAN AFRICAN INSTITUTE FOR DEVELOPMENT WEST AFRICA BUEA (BRITAIN)
01.2011 - 04.2012

Advance Level Certificate - undefined

NATIONAL COMPREHENSIVE HIGH SCHOOL LIMBE
01.2009 - 04.2010

Ordinary Level Certificate - undefined

CAMBRIDGE COLLEGE OF ARTS SCIENCE & TECHNOLOGY
01.2006 - 04.2007

Skills

Microsoft Office Tools (Have a good knowledge on Microsoft Words, Excel and on Power Points)

CRM System (IPCC System, BCCS, NIS, ALEPO System, Professional Number, Jira, Intercom)

Professional Skills (Excellent presentation & reporting skills, Good communication skills, Time management, Problem solving skills & initiative taker

Personal Information

  • Date of Birth: 12/28/1988
  • Nationality: Cameroonian

Awards

Best Customer Care Staff of the Year, VIETTEL CAMEROUN S.A 2017

Timeline

Head of Digital Customer Support

Neero
01.2024 - Current

Customer Experience and Relationship Manager

VIETTEL CAMEROUN S.A
12.2019 - 09.2023

Sales Channel Support

VIETTEL CAMEROUN S.A
01.2018 - 12.2019

Call Center Manager

VIETTEL CAMEROUN S.A
10.2015 - 01.2018

Supervisor

VIETTEL CAMEROUN S.A
07.2014 - 10.2015

Graduate Diploma in Marketing -

PAN AFRICAN INSTITUTE FOR DEVELOPMENT WEST AFRICA BUEA (BRITAIN)
01.2012 - 04.2013

Advance Diploma in Marketing, Advertising & Public Relation - undefined

PAN AFRICAN INSTITUTE FOR DEVELOPMENT WEST AFRICA BUEA (BRITAIN)
01.2011 - 04.2012

Sales Representative

MTN (MOBILE TELEPHONE NETWORK)
06.2010 - 07.2010

Advance Level Certificate - undefined

NATIONAL COMPREHENSIVE HIGH SCHOOL LIMBE
01.2009 - 04.2010

Ordinary Level Certificate - undefined

CAMBRIDGE COLLEGE OF ARTS SCIENCE & TECHNOLOGY
01.2006 - 04.2007
Asongacha Bejacha VeraCUSTOMER SERVICE PROFESSIONAL