Customer Support, Customer Success & Retention Specialist

I work remotely from Yaoundé for an outsourcing agency supporting high-volume online gaming and betting platforms, including Melbet, 1xBet, and AfroPari, across more than 12 African markets. I began in retention, expanded to additional platforms after the trial period, and added customer support and customer success responsibilities within six months.

I handle 25 to 30 inbound calls, 20 to 25 callback requests, and 15 to 20 live chat tickets daily. I resolve deposit, withdrawal, bonus, account, and verification issues, explain solutions clearly, and escalate detailed cases to technical teams when required.

I also manage approximately 5,000 outbound retention calls monthly, as well as SMS and push-notification campaigns. My work includes first-payment follow-up, inactive customer win-back, churn-reason surveys, high-value customer engagement, preference tracking, CRM documentation, and communication reports, achieving approximately 80% overall success across calls and written contacts.

I worked on-site in Tsinga, Yaoundé, on telecom campaigns for Orange France. I contacted customers and prospects in France and Belgium to present mobile, data, television, and handset offers and answer customer questions.

I completed call center training focused on customer communication, active listening, professional conduct, and remaining composed under pressure. During this period, I earned certifications in customer retention and customer support.

Training in digital marketing and community management.

Customer service training.

Training in customer communication.

Certification in customer retention.

GCE Advanced Level studies in Geography, Economics, Commerce, and History.