Summary
Overview
Work History
Education
Skills
Workout instructor
Timeline
AssistantManager
Franck Stéphane

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

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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

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Franck StéphaneCustomer Service Representative And Help Desk