Резюме: Sales and Support Professional

- Problem solving - Empathetic
- BPO, B2B and B2C -Team management
- Active listening - Chat support
- Effective communication - Phone support
- Multitasking - Email support
- Front support application - Loom support
- Patience
- CRM / Predictive dialer
- Zendesk, Slack , Hubspot, Salesforce
- Cold calling, lead generation, appointment setting


● BUSINESS DEVELOPMENT ASSOCIATE AT NHANCE QUEBEC / REMOTE, CANADIAN
COMPANY
Remote full time
-Build relationships with customers by understanding their unique needs and evolving requirements
-Employ compelling needs analysis techniques and negotiation skills to build and drive
-Provide progress reports, updates, and sales data using Hubspot and Excel
-Participate in team meetings and build community relations
-Promote Company's Canadian reputation as a community ambassador, supporting events
ACHIEVEMENTS: Contributed to the sale of more than US 300,000 worth of franchise business

● FRENCH AND ENGLISH CUSTOMER SUPPORT SPECIALIST/ COACH AT YANDEX GO
Remote, Russian Company 2021 - 2022
- Train new recruits and pass them to the different company departments
-Ticket handling support tickets and phone support
-Regional team building
-Maintained customer happiness with forward-thinking strategies focused on addressing
customer needs and resolving concerns.
-Supported customer needs by fielding diverse questions about issues such as available
merchandise, current prices and upcoming company changes.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly and in an appropriate manner.
- Adapted support techniques to specific clients and promote products.
- Reached out to customers after completed sales to evaluate satisfaction.
ACHIEVEMENTS: - Contributed to company growth, regional establishment.
- Trained and successfully helped in the insertion of over 20 new recruits.

● FREELANCE CONSULTANT AT QUESOL VIRTUAL CONSULTING
US based company June to September 2021
-Prospection over the phone, making outbound calls, customer service, cold
calling. - Promptly respond to inquiries and requests from prospective customers.
-Assisted customers by listening closely, finding solutions to problems and making
recommendations based on extensive product knowledge.
- Handled over a 100 calls per shift signing up new customers, retrieving customer data,
presenting relevant product information and canceling services.
- Educated customers about billing, payment processing and support policies and
procedures.
- Provided excellent customer care by responding to requests, assisting with product
selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers how to use company systems, complete forms and obtain desired
services.
- Compiled customer feedback and recommended service delivery improvements to
management.
- Promoted available products and services to customers during service, account
management and order calls.

● CUSTOMER SERVICE / QUALITY ASSURANCE AGENT AT JMB COMMUNICATIONS -
LEXINGTON LAW
January to June 2021 - US based Company, customer support (
Part Time )
- Customer service, real estate inbound and outbound phone calls.
- Providing support to rent to own home seekers and qualifying new and potential clients to
be helped by Lexington Law.
- Responded to customer requests for products, services and company information.
- Marketplace Administrator: daily moderation of hundreds of vendor items so as to
ensure compliance with the terms of service.
- Auditor: daily audit of exchanges between clients to ensure quality of communication and
compliance with the terms of service.
- Communicated with vendors regarding backorder availability, future inventory and special
orders.

● CUSTOMER SERVICE REPRESENTATIVE FOR YEETIQ LLC
March 2020 to December 2020
-Phone support, customer account set up, billing support, product placing and
processing refunds.
-Email and chat customer support functions.
-Data entry responsibilities into the company database.

● CUSTOMER SUPPORT / ABR TRANSLATION
October 2019 to March 2020 / part time ( SaaS )
> Work from home job / Belarusian based company
- Customer support, tickets, account setup, handling customer issues.

● CUSTOMER SERVICE REPRESENTATIVE / BIZTECH
INTERNATIONAL
*August 2018 to September 2019, customer service/support (
SaaS )
> Work from home job / Finish based company
- Make interviews with big European companies and their IT
Managers. - Report to the company board.
- Deliver top customer service and quality support.

● CALL CENTER SUPERVISOR / EXCELL CALL CENTER
September 2017 to August 2018 / Yaounde – Cameroon
- Supervise a number of 10 agents on different company projects.
- Schedule work meetings.
- Agent recruitment, training and assistance with the creation of new sales
strategies to meet company targets.
- Develop new strategies to better customer service rendered. -
Organize agent shifts for the different company working times and
projects.
- Ensure the generating of sales by agents on the different work shifts and
campaigns, B2B and B2C projects.
- Communicate with campaign providers on the work of the various teams.
-Submitting agent reports and output performances to the company Manager.
RESULTS: With the team we were able to give a 70% increase in
output per agent and increase the company’s earnings by 35%.

● CUSTOMER SERVICE REPRESENTATIVE / GEORGE AND JERRY CO
LTD April 2016 to September 2017/ Yaounde –
Cameroon/customer service/support
> Customer service/support representative
- Answer phone calls and respond to customer inquiries.
- Answer emails and respond to customer inquiries.
- Draw new strategies to better customer service rendered.
- Inform and educate customers about the company's new projects.
- Strategize new techniques for customer retention.
RESULTS: With all the above measures and strategies it led to a
15% increase in sales and customer retention.

● CALL CENTER AGENT / SALES REPRESENTATIVE / WONDERS CALL
CENTER January 2015 to march 2016/ Yaounde-Cameroon
- Cold calling, lead generation, appointment setting and
closing. - Answer phone calls and respond to customer
inquiries.
- Answer emails and respond to customer inquiries.
- Draw new strategies to better customer service rendered.
- Strategize new techniques for customer retention.
- Generate sales on the different company campaigns or projects, B2B and
B2C marketing.
RESULTS: With the implementation of new and innovative
marketing strategies, generated more sales and customer retention
with an 80% efficiency.