Elad Erica Ebamu
Douala,Littoral
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
7
7
years of professional experience
Work History
Social Media Manager
Premium Contact Center International MTN (PCCI) Cameroon. S.A
06.2023 - Current
- Managing, training community managers and digital agents
- Develop social media campaigns and define their KPIs
- Monitor SEO and traffic
- Representing the department and communicating with stakeholders and senior management
- Design and implement social media strategy to align with business goals
- Providing team performance daily, weekly monthly and yearly reports
- Stay up-to-date with current technologies and trends in social media, design tools and applications
- Suggest and implement new features to develop brand awareness, like promotions and competitions
- Monitor web traffic and perform research on current benchmark trends and audience preferences
- Managing and overseeing all MTN social media platforms (Twitter, Facebook, Instagram, Whatsapp etc)
Community Manager (social media)
Premium Contact Center International MTN (PCCI) Cameroon. S.A
08.2020 - 06.2023
- Managing MTN social media pages
- Maintaining a positive, empathetic and professional attitude toward customers at all times online
- Responding promptly to customer inquiries online
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments and complaints
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support
Customer service representative (Inbound Call agent)
Premium Contact Center International MTN (PCCI) Cameroon. S.A
02.2020 - 08.2020
- Maintaining a positive, empathetic and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments and complaints
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support
Merchandiser
DACAM Cameroon
09.2019 - 02.2020
- Planning and developing merchandising strategies
- Analyzing sales figures, customers reactions and market trends to anticipate product needs
- Collaborating with buyers, suppliers, distributors and analysts to negotiate prices, quantities and time-scales
Hostess
DACAM Cameroon
05.2019 - 09.2019
- Creating an awareness through word-of-mouth Marketing
- Sales agent
- Monitoring customer's feedback and escalating complaints to the marketing department
- Representing and defending the brand she is working with
- Customer service
- Daily, weekly and monthly report to top management
Administrative Assistant
OMULATAKO COMPLEX
08.2018 - 01.2019
- Control of all the restaurant sales point
- Daily, weekly and monthly report to top management
- Control the quality of purchases
- Quality control of food and cooks served
Journalist Internship
CRTV Cameroon Radio Television
07.2017
- Scripting
- Presenting Radio News
- Filed reporting
- Interviews
Customer service
Premium Airlines and Services
- As filing, generating reports and presentations, setting up for meetings, and reordering supplies
- Providing real-time scheduling support by booking appointments and preventing conflicts
- Making travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations
- Screening phone calls and routing callers to the appropriate party
- Reports, transcribe minutes from meetings, create presentations, and conduct research
- Greet and assist visitors
- Maintain polite and professional communication via phone, e-mail, and mail
- Anticipate the needs of others in order to ensure their seamless and positive experience
Education
Bachelor degree - English and Modern Letters
University of Douala
07-2018
Skills
- Bilingual
- Analytics reporting
- Timeline preparation
- Branding support
- Content development
- Audience targeting
- Social media
- Community engagement
- Audience analysis
- Community management
- Networking and relationship building
- Lead generation
- SEO
- Customer feedback tracking
- Twitter, tiktok, pinterest, clubhouse
- Trend monitoring
- Search engine optimization expertise
- Attention to detail
- Brand awareness
- Positive attitude
- Facebook, instagram, linkedin
- Digital media
- Managing complaints
- Critical thinking
- Trending stories
- Competitor analysis
- Online marketing strategies
- Team building
- Sales
- Verbal and written communication
- Strategic planning
- Effective organization
- Business development
- Audience engagement
- Excellent multitasking
- Content and digital asset management
- Teamwork and collaboration
- Good Force of persuasion
- Sense of responsibility
- Good sense of Organization
- Good sense of contact and communication
References
Available upon request.
Languages
- English, Excellent (Oral and written)
- French, Excellent (Oral and written)
Personal Information
- Date of Birth: 02/14/95
- Gender: Female
Timeline
Social Media Manager
Premium Contact Center International MTN (PCCI) Cameroon. S.A
06.2023 - Current
Community Manager (social media)
Premium Contact Center International MTN (PCCI) Cameroon. S.A
08.2020 - 06.2023
Customer service representative (Inbound Call agent)
Premium Contact Center International MTN (PCCI) Cameroon. S.A
02.2020 - 08.2020
Merchandiser
DACAM Cameroon
09.2019 - 02.2020
Hostess
DACAM Cameroon
05.2019 - 09.2019
Administrative Assistant
OMULATAKO COMPLEX
08.2018 - 01.2019
Journalist Internship
CRTV Cameroon Radio Television
07.2017
Customer service
Premium Airlines and Services
Bachelor degree - English and Modern Letters
University of Douala
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