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
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