Franck Stéphane
Customer Service Representative And Help Desk
Monterrey,NLE
Summary
Enthusiastic and eager to contribute to team success through hard work.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
Customer Service Representative
GLOBAL SUTHERLAND
04.2017 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
French Teacher
LandGlobal
01.2016 - 12.2017
- Coordinated study abroad programs for interested students, facilitating immersion experiences that deepened their understanding of French culture and language proficiency.
- Implemented effective classroom management techniques to maintain an orderly learning environment while addressing behavioral issues promptly and fairly.
- Communicated with students in French to foster oral proficiency.
Help Desk Support Specialist
Orange CI
01.2013 - 12.2015
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
Education
Master of Science - Private Legal Law
University FHB
Cote-D'Ivoire 05.2012 - 01.2013
Bachelor of Science - Law
University FHB
Cote-D'Ivoire 05.2009 - 01.2010
Skills
Returns, exchanges, and refunds assistance
Active listening
Problem-solving
Escalation management
De-escalation techniques
Live chat support
Customer relationship management (CRM)
Microsoft Excel
Order fulfillment
Workout instructor
Helps people achieve their fitness goal
Timeline
Customer Service Representative
GLOBAL SUTHERLAND
04.2017 - 12.2024
French Teacher
LandGlobal
01.2016 - 12.2017
Help Desk Support Specialist
Orange CI
01.2013 - 12.2015
Master of Science - Private Legal Law
University FHB
05.2012 - 01.2013
Bachelor of Science - Law
University FHB
05.2009 - 01.2010