I am a quality control and customer experience professional with several years of experience in telecommunications. I specialize in monitoring service processes, evaluating customer interactions, and ensuring compliance with internal procedures.
I have strong experience in analyzing customer complaints, identifying performance gaps, and implementing corrective actions. I use customer satisfaction indicators, including NPS and KPIs, to support service quality and continuous improvement initiatives.
In my current role at Orange Cameroon, I assess the quality and compliance of client interactions, report findings to management, and follow improvement plans. I work carefully in demanding environments that require rigor, accuracy, and results-oriented execution.
I also have experience managing B2C and B2B customer relationships, including strategic customer follow-up, retention actions, and loyalty initiatives. My work focuses on improving customer journeys and strengthening overall customer satisfaction.
I am proficient in office productivity tools, including advanced Excel, Word, and Outlook. I communicate fluently in French and have intermediate English proficiency.
I monitor and assess the compliance of customer interactions with internal quality standards and procedures. I identify quality gaps and propose corrective actions to improve operational performance.
I follow continuous improvement plans, verify adherence to internal processes, and prepare quality reports for management. My work supports the improvement of the customer experience and service delivery standards.
I analyzed and processed customer complaints while monitoring customer satisfaction indicators, including NPS. I contributed to resolving customer issues and identifying opportunities to improve service quality.
I implemented retention and loyalty actions, supported strategic customer follow-up, and worked on improving customer journeys. I managed customer relationships across B2C and B2B contexts.
Bachelor's Degree, Communication
Licence en Communication.
DEUG, Communication
DEUG en Communication.
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