CHRISTIAN FONLON
Business Consultant, Customer Support / Sales
Prague
Summary
With a strong background in sales, customer support, and business systems administration, I am a dedicated professional committed to delivering top-tier service and operational excellence. My keen attention to detail ensures accuracy and efficiency in every task I undertake, while my meticulous approach allows me to identify and resolve challenges proactively. As a clear and confident communicator, I excel in building strong relationships, understanding customer needs, and streamlining processes to enhance overall business performance.
Overview
10
10
years of professional experience
2
2
Languages
Work History
CUSTOMER ACCOUNT SPECIALIST
EXXONMOBILE
06.2024 - Current
- Primary Point of Contact. Acted as the main interface for customers, handling inquiries, order processing, and issue resolution.
- Effectively used CRM tools such as Salesforce, HubSpot, and Amazon Connect to manage business operations.
- Followed up the Order-to-Cash process, ensuring timely order commitment, logistics coordination, and invoicing.
- Fostering customer satisfaction by building strong relationships with clients, understanding their business needs, and providing tailored solutions.
- Assisted in business operations through the use of ERP systems, particularly SAP for order management and Power BI for generating reports.
- Cross-Functional Collaboration. Worked closely with internal teams, including Sales, Supply Chain, and Transport, to optimize service delivery.
- Proactively resolving customer concerns and drive improvements in processes, Escalated complex issues to backline Support and internal teams.
- Ensured strict adherence to company policies, safety regulations, and internal controls while collaborating with the IT team.
SALES SUPPORT & BUSINESS SYSTEMS ADMINISTRATOR
Innovative Travel Solution (ITS)
04.2021 - 02.2024
- Utilized Excel functions to analyze survey data from over 6,000 respondents and presented findings to stakeholders to guide product development.
- Independently managed the end-to-end sales process, assisting an average of 25 customers daily from initial engagement to closing the sale. Ensuring high customer satisfaction via multiple mediums (email, phone call, LinkedIn, conferences, creative methods, etc.).
- Tracked competitor activities and delivered actionable market insights.
- Through a consultative sales process, I was responsible for identifying and converting sales targets, including tracking of sales prospects to establish a qualified pipeline, and activities including customer presentations, product demonstrations, and closing business.
- Collaborated with various departments to integrate CRM with other systems and ensure seamless data flow and functionality (sales force).
SERVICE DESK ANALYST TECHNICAL SUPPORT
Elits Captain
11.2017 - 12.2019
- Provided tier 1 service to end users by answering and responding to incident and service requests submitted via the Service Desk Portal, phone calls, e-mail, and in person.
- Restructured inventory tracking system using Excel, reducing inventory errors by 25% and improving supply chain responsiveness.
- Ensured that incident requests were resolved per established service level objectives, policies, and procedures.
- Responded to off-hour alerts, calls, e-mails, and notifications to ensure operational efficiency and uptime.
BILINGUAL CUSTOMER SERVICE SPECIALIST
Nexttel Tele-Network
09.2015 - 10.2017
- Expertly managed customer account operations, including new account creation, closures due to duplication or inactivity, and account modifications.
- Efficiently handled the linkage of CS/CB accounts, as well as the reopening of previously closed accounts.
- Conducted seamless additions, deletions, and transfers of deposit mentions (franchises), ensuring accurate management of product restrictions.
- Delivered exceptional bilingual customer support through phone and email, enhancing client satisfaction.
- Implemented strategic actions to optimize the integrity and functionality of the customer database.
Education
HIGHER NATIONAL DIPLOMA (HND) - Business Management and Finance
National Polytechnic University Institute
01.2014
BA - International Business and Communication
Baltic International Academy
01.2022
MASTER OF BUSINESS ADMINISTRATION (MBA) - Business Administration
University of Buea
01.2018
BACHELOR OF ARTS - Business Management and Finance
National Polytechnic University Institute
01.2015
Skills
- Multichannel Communication skill in English/French (phone, email, live chat, social media)
- Proficient in Microsoft Office (Excel: PivotTables, VLOOKUP; Outlook; PowerPoint)
- Practical knowledge of ERP Systems (SAP, Deltek)
- Practical Knowledge of CRM Platforms (Salesforce, HubSpot)
- Reporting & Analytical skills (Power BI, Tableau)
- Ticketing Systems (Freshdesk, ServiceNow)
- Lead Generation & Prospecting, Consultative Selling and Product Knowledge
- Problem Solving
Interests
Blogging, Reading, Hiking, Music
COURSES
- SAP TECHNOLOGY CONSULTANT-CERTIFIED
- CUSTOMER ENGAGEMENT AND DISCOVERY-CERTIFIED
- UNDERSTANDING THE ENTERPRISE SYSTEMS ENVIRONMENT-CERTIFIED
Timeline
CUSTOMER ACCOUNT SPECIALIST
EXXONMOBILE
06.2024 - Current
SALES SUPPORT & BUSINESS SYSTEMS ADMINISTRATOR
Innovative Travel Solution (ITS)
04.2021 - 02.2024
SERVICE DESK ANALYST TECHNICAL SUPPORT
Elits Captain
11.2017 - 12.2019
BILINGUAL CUSTOMER SERVICE SPECIALIST
Nexttel Tele-Network
09.2015 - 10.2017
BA - International Business and Communication
Baltic International Academy
MASTER OF BUSINESS ADMINISTRATION (MBA) - Business Administration
University of Buea
BACHELOR OF ARTS - Business Management and Finance
National Polytechnic University Institute
HIGHER NATIONAL DIPLOMA (HND) - Business Management and Finance
National Polytechnic University Institute
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