Kabanguka Shema Guy Pegguy

• Supported a diverse customer base from multiple regions, addressing account management, order processing, and technical troubleshooting issues.

• Maintained detailed records of interactions using advanced CRM tools, ensuring accuracy for a client base exceeding thousands of active users.

• Collaborated with internal teams across various departments to resolve escalated issues promptly, enhancing customer satisfaction for a global telecommunications client.

• Contributed to achieving a 90%+ first-contact resolution rate, consistently surpassing quality and performance benchmarks

• Delivered bilingual support in English and French via phone, email, and chat, ensuring seamless communication with international clients.
• Resolved escalated issues and provided advanced troubleshooting for watches, jewelry, and bags, maintaining a high first-contact resolution rate.

• Managed high-priority accounts, ensuring personalized service and timely query resolution.

• Collaborated with cross-functional teams to address product issues and enhance service offerings.

• Monitored feedback from French-speaking regions, offering insights for continuous service improvement.

• Supported B2B customers by ensuring accurate product availability information and efficient service delivery.

• Consistently surpassed KPIs, including a 95% average response time adherence and high customer satisfaction ratings.