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Michel FOTSING FOKOU

  • MCIS LANGUAGES SOLUTIONS
  • Bilingual Customer Service Representative

En résumé

JOB OBJECTIVE:
To secure a full-time position as a Bilingual Customer Service Representative / Communication Officer


SUMMARY OF QUALIFICATIONS

Enthusiastic and result-driven professional with 5+ years of experience in Customer Service;
Designed and identified payment plans and offered appropriate solutions for customers;
Performed administrative tasks, including preparing documents, compiling reports, data entry, conducting follow up calls, faxing, photocopying, organizing files, and managing accounts;
Facilitated trainings for new joiners by conducting buddy session and monitoring their performance;
Demonstrated ability to provide outstanding customer service, easily adapt to new and challenging situations and take initiative;
Active listener who is able to readily identify and efficiently handle customers concerns requests;
Excellent interpersonal and communication skills with pleasant and professional telephone etiquette;
Works well independently and in a team environment in order to achieve company goals;
Bilingual (French/English) language skills both written and spoken;
Conflict management and excellent analytical skills;
Computer skills: MS Word, Excel, Power Point and Internet applications;
Interpretation and translation skills (French and English);
Other Language Spoken: Japanese;
Bachelors Degree in Communication & Master Degree in Management;

Entreprises

  • MCIS LANGUAGES SOLUTIONS - Bilingual Customer Service Representative

    Communication | Toronto 2023 - maintenant • Co-ordinate, assigned and reviewed work of the team engaged in providing information and sales;
    • Support and enabled the firm's communications model strategy, business plans and priorities;
    • Handle confidential and personal information appropriately;
    • Handle inbound and outbound customers service calls;
    • Interact directly with customers at all stages of the business and focused on relationship building and decision making as per the standards laid by the company;
    • Deliver exceptional customer service experience to the bank customers both in French and English in compliance to organization policies and regulations;
    • Assist customers effectively by solving customers disputes;
    • Translate and proofread client documents;
    • Manage customers’ accounts and recorded customer interactions and details of necessary actions;

  • TLEPMA CONSULTING SARL - Bilingual Customer Service Representative

    Communication | YAOUNDE 2018 - 2023 • Co-ordinated, assigned and reviewed work of the team engaged in providing information and customer service;
    • Handled inbound and outbound customers service calls;
    • Interacted directly with customers at all stages of the business and focused on relationship building and decision making as per the standards laid by the company;
    • Monitored customer enquiries via calls and emails handled by Representatives and provided valuable feedback to ensure top-notch customer service;
    • Took ownership of customer issues and ensured constant follow up until complete customer satisfaction was achieved;
    • Mentored and developed Customer Service Representatives and nurtured an environment where they could excel through encouragement and empowerment;
    • Managed customers’ accounts and recorded customer interactions and details of necessary actions;

  • TLEPMA CONSULTING SARL - Bilingual Communication Officer

    Communication | YAOUNDE 2016 - 2018 • Created and monitored company communication tools and media platform;
    • Developed and maintains various communications channels and materials.
    • Edited and proofread of all marketing materials/tools ( flyer , Magazine etc);
    • Enabled communication strategies within departments to ensure customers’ satisfaction;
    • Evaluated customer information to explore issues through surveys,
    • Developed potential solutions and maintain customer satisfaction;
    • Translated and proof read communication documents and tools;
    • Ensured website contents remained relevant;
    • Monitors media alerts and relevant publications;

  • ONG VOESDA ( Non-profit Organization) - Bilingual Public Relation Officer

    Communication | YAOUNDE 2014 - 2016 • Managed Organization’s communications and public relation;
    • Created and monitored communication tools and media platform;
    • Wrote and reviewed activities reports;
    • Carried out presentation of the organization activities on power point with great effect;
    • Co-ordinated and reviewed communication work of the team engaged;
    • Organized Board of Directors meeting and the Organization General Assemble;
    • Represented the organization in both national and international level meeting/ seminar,
    • Developed new partnership towards increasing organization’s standard;

  • ONG VOESDA (Non-Profit Organization/NGO) - VOLUNTEER

    Profession libérale | YAOUNDE 2014 - maintenant • Advise on fundraising and annual even;
    • Contribute to projects and implementation;
    •Train youth on leadership skills;

  • VICOCUS FINANCE COOP/CA - MEMBER AND VOLUNTEER

    Finance | YAOUNDE 2014 - maintenant • Advise on fundraising and annual even;
    • Contribute to projects and implementation;

Formations

  • UNIVERSITE DE DOUALA

    DOUALA 2011 - 2014 Bachelor’s Degree, Major in Communication

Réseau

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