Hiking, Reading, Music
AUGUSTINE AKO KEBOA
Customer Support with English/ French language
Brno
Summary
Experienced Customer Support Specialist with expertise in process optimization and workflow enhancement. Demonstrated success in developing and implementing streamlined procedures to increase operational efficiency. Proficient in problem-solving and analytical skills to support continuous improvement initiatives.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Process Specialist
Infosys Ltd.
02.2024 - Current
- Managed customer product/service orders (Modification, Cancellation and Booking)
- Handle over 30 cases daily
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings.
- Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Managed multiple projects simultaneously under tight deadlines while maintaining a strong focus on quality outcomes.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
- Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
Technical Customer Support
Cameroon telecommunication
04.2021 - 07.2023
- Mentored new hires, helping them quickly acclimate to their roles as Technical Customer Support Specialists.
- Increased customer satisfaction by providing timely technical support for reported issues.
- Assist Customers (Both French and English) in identifying software issues with their Internet routers
- Resolve network issues for clients
- Handled inbound calls to clients both in French and English
- Provided remote technical support for customers, resolving issues without the need for in-person visits.
- Improved end-user experience by providing efficient customer support on various technical issues, resulting in increased satisfaction rates.
Customer Support
Mobile Telephone Network
02.2018 - 12.2020
- Managed the customer service call line to help customers acquire services.
- Follow up with clients to ensure the problem is solved
- Provided timely and accurate customer feedback
Assistant Customer Support
PNTEC LTD
11.2016 - 01.2018
- Handled inbound and outbound calls
- Scheduled and organized sensitization campaigns with clients on how to use company products.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues effectively.
- Participated in regular team meetings to discuss ongoing challenges, share insights, and collaborate on continuous improvement initiatives.
- Managed a high volume of customer tickets, maintaining organization and prioritizing urgent cases.
- Utilized feedback from customers constructively to improve personal performance as well as make recommendations for process enhancements.
Education
Master of Science - Geography of Global Environmental Change
Masaryk University
Brno, Czechia 09.2023 - Current
Certificate - Graphic and Web Design and Digital marketing
Seed Digital School
Yaounde 09.2019 - 07.2020
Diploma - Media Communication
Pan-African Institute of Communication
Buea, Cameroon 10.2014 - 07.2015
Bachelor of Science - Geography
University of Buea
Buea, Camerono 10.2011 - 07.2014
Skills
Data analytics
Customer service
Problem-solving
Active listening
Data entry
Customer relations
Critical thinking
Call center experience
Computer proficiency
Live chat support
Technical support
Order processing
Order fulfillment
Process optimization
High-volume call centers
Interests
Software
Adobe Photoshop
Adobe Illustrator
Adobe Indesign
Figma
Microsoft Office tools
Tableau
Timeline
Process Specialist
Infosys Ltd.
02.2024 - Current
Master of Science - Geography of Global Environmental Change
Masaryk University
09.2023 - Current
Technical Customer Support
Cameroon telecommunication
04.2021 - 07.2023
Certificate - Graphic and Web Design and Digital marketing
Seed Digital School
09.2019 - 07.2020
Customer Support
Mobile Telephone Network
02.2018 - 12.2020
Assistant Customer Support
PNTEC LTD
11.2016 - 01.2018
Diploma - Media Communication
Pan-African Institute of Communication
10.2014 - 07.2015
Bachelor of Science - Geography
University of Buea
10.2011 - 07.2014
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