Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
References
Hobbies and Interests
Languages
Personal Information
Timeline
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MARCELINE MAMGUE FOKOUA

Douala,LT

Summary

I am a hardworking person opened to learning new things, able to multitask, and I love quality work. I stand up for what is right, meticulous in my way of working, always making sure to deliver work above expectations. I do not hesitate to go the extra mile to get something done efficiently. Result-driven Service Delivery Manager with experience in managing complex projects, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.

Overview

7
7
years of professional experience
1
1
Certification

Work History

SERVICE DELIVERY MANAGER

SMART CIC
11.2022 - Current
  • Act as the central point of contact for customers, ensuring smooth service delivery
  • Coordinate with service providers to schedule technicians efficiently
  • Manage project finances, including budgeting and cost tracking
  • Handle invoicing and ensure timely payments
  • Ensure compliance with contractual obligations and service agreements
  • Manage small customer accounts or support larger accounts under senior supervision
  • Report to the Senior Service Delivery Manager for guidance and escalations.

SERVICE DESK ANALYST

SMART CIC
06.2021 - 11.2022
  • Assisting technicians onsite via call in French and English
  • Configuring and troubleshooting network issues remotely
  • Booking technician visits for customers via email, phone and tech platforms
  • Raising, updating and closing tickets in the CRM system
  • Participating in updating the shared knowledge
  • Making sure techs work promptly and efficiently, and ensuring they send deliverables at the end of the intervention
  • Answering incoming emails from different customers
  • Managing different projects for various clients

ENGLISH/FRENCH CUSTOMER AGENT

IBC-Broker B.V.
04.2019 - 09.2021
  • Assisted customers on chat in English and French, promptly responding to their inquiries and requests and giving them tailored recommendations
  • Described and advertised the bookmaking services offered by the company to customers, thoroughly explaining details and convincing them into opening accounts
  • Resolved issues related to accounts via chat with customers regularly
  • Sent follow-ups via email to customers who needed further assistance
  • Involved in content management consisting of writing content with good SEO and translating from English to French and vice versa
  • Advertised on Instagram, Twitter, and Facebook, performing all the promotions’ goals for bringing traffic to the website
  • Designed images/graphics using Canva for Social Media posts
  • Uploaded translations and other content on the website via the WordPress backend, with HTML and CSS codes

Network Engineering Student Intern

CAMTEL
Limbe
11.2017 - 02.2018
  • Working on a project to design and implement an Intranet
  • Optical fibre fault detection, optical fibre splicing and installation of leased lines
  • Configuration and troubleshooting of ADSL modems

Education

B.Eng - COMPUTER ENGINEERING (NETWORK ENGINEERING)

University of Buea
Buea
08.2018

Skills

  • CRM Softwares
  • Hornbill
  • Service Now
  • English - French Translation
  • Shopify
  • Microsoft Office
  • Microsoft 365
  • TeamViewer
  • Anydesk
  • WordPress
  • Project implementation
  • Billing & invoicing
  • Client relationship management
  • Risk mitigation
  • Incident investigation
  • Resource allocation
  • Project planning
  • Project creation

Certification

  • Cradlepoint Certified Network Professional (CPCNA-5G), 12/01/22
  • Certified CradlePoint Network Associate, 12/31/24
  • Live Chat Support

Accomplishments

  • Successfully reached the summit of Mount Cameroon on March 20, 2022, demonstrating endurance, determination, and goal-setting skills.
  • Served as a Volunteer Trainer at the Maxim Nyansa Bootcamp, Ghana (September 2024), delivering women-only Network Engineering training to empower aspiring female IT professionals.

References

  • Martin Litchuer, IBC-Broker B.V., Moldova, martin@bet-ibc.com
  • Toby Forman, Smart CIC, Cannes, toby@smartcic.com

Hobbies and Interests

  • Hiking
  • Searching the web
  • Football
  • Tourism
  • Fitness
  • Social Gatherings

Languages

  • ENGLISH
  • FRENCH

Personal Information

  • Place of Birth: South Region
  • Date of Birth: 01/13/97
  • Gender: Female
  • Nationality: Cameroonian
  • Marital Status: Single

Timeline

SERVICE DELIVERY MANAGER

SMART CIC
11.2022 - Current

SERVICE DESK ANALYST

SMART CIC
06.2021 - 11.2022

ENGLISH/FRENCH CUSTOMER AGENT

IBC-Broker B.V.
04.2019 - 09.2021

Network Engineering Student Intern

CAMTEL
11.2017 - 02.2018

B.Eng - COMPUTER ENGINEERING (NETWORK ENGINEERING)

University of Buea

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MARCELINE MAMGUE FOKOUA