Senior Representative High Value Customers resume example with 9+ years of experience
(555) 432-1000 - - resumesample@example.com - -
Seasoned Translator with perfect mastery of English and French languages and cultures. Skilled in quickly and accurately translating written documents and audio recordings. Over 10 years of related expertise working in fast-paced environments. Excellent listening and communication skills with an organized and systematic approach. Aptitude for conveying emotion, style and content of English and French speakers. In-depth knowledge of cultural context and idiosyncrasies. A passionate and enthusiastic professional with broad experience in Customer Service, Corporate Communication, Public Relations and Online Marketing, Banking and Telecom. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain internal and external customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Very strong analytical, numerical, IT and time management skills.
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- Active participation in translation of Customer Service Department procedures, charters and communications;
- Contributed to 20% increase in company revenue objectives, by building loyalty, retention and increase consumption of MTN products and services with Very High Value Customer through a dedicated and close relationship management;
- Managed customer accounts effectively and contributed to increase company revenue through upselling of devices, Postpaid/Prepaid lines, Internet, Mobile Money, Information and Communication Technology services while monitoring usage to ensure High Value Customers (Top 1%) do not become dormant for more than one month;
- Increased customer retention and loyalty by organizing entertainment events with customers, open day educational and demo sessions or win back events on products/services while handling customer feedback and suggestions on products, services and ensuring top management is effectively known by top 600 customers by engaging Management Committee to visit top 600 and participate to events and share common hobbies;
- Processed 100% of all customer queries received, ensuring follow up and providing resolution feedback to customers within same day;
- Provided technical support for customers who needed assistance with services or products purchased
- Ensured quick and effective resolution of customer complaints and provide timely feedback to customers while making sure all queries & all complaints are loaded in the system interface daily while providing first level support and resolution for GSM & Data issues at customers' premises;
- Collaborated efficiently with all support departments to ensure effective and quick resolution of customers' complaints and queries;
- Contributed to company objective of being 100% bilingual by providing translation (English to French and vice versa) of financial documents, commercial contracts, annual reports, corporate financial documentation, banking software (DELTA V10), market surveys, account opening agreements, product subscription contracts, credit facility agreements, internal procedures, internal regulations for personnel, common terms agreements, product brochures, adverts and campaigns, official website, marketing campaigns, amongst other documents;
- Proofread and revised all translated texts and all visible publications in order to detect writing grammatical mistakes, typos and formatting errors;
- Used translation memory software (TRADOS) to verify consistency of translation within documents and improve efficiency;
- Coordinated translation projects including assigning translation of various parts of projects to other outsourced resources, ensuring consistency throughout the projects, collecting various parts and delivering translation to internal customers;
- Provided interpretation support at training sessions, workshops, seminars and conference and served as on-call translator for teleconferences as required
- Project Manager Responsibilities:
- Liaised with external partners involved in projects and facilitating relationships;
- Wrote, revised and translated internal operational procedures;
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another
- Defined and implemented social media and online communication strategy to align with marketing strategies while coordinating with Marketing and Communication teams to ensure brand consistency across all digital platforms;
- Facilitated implementation of social media strategy by communicating objectives across client, teams, and departments, assigning multi-phase activities to appropriate personnel and coordinating time lines to ensure successful launch;
- Increased customer satisfaction by more than 40% through development of social media channels to handle customer queries;
- Assisted customers online by handling queries in timely manner while monitoring and reporting on feedback and online reviews as well as building relationships with customers, potential customers, industry professionals and journalists;
- Developed guidelines to ensure that online outreach was both effective and consistent with its image and overall communications strategy and increased awareness of web 2.0 tools across company and providing training in their use while teaching, guiding and encouraging those that are new to Web 2.0 tools and culture;
- Monitored and measured success of community engagement and providing reports for management; Identifying and reporting on community trends to internal teams while providing advice on potential opportunities or risks while tracking Key performance indicators related to Social CRM goals such as retention or outreach goals;
Gordon Institute of Business Science - University of Pretoria | Johannesburg - Johannesburg, South Africa,
Building and maintaining a solid and sustainable corporate reputation and measuring reputation that becomes a strategic asset and advantage to the company.
Gordon Institute of Business Science - University of Pretoria | Johannesburg - Johannesburg, South Africa,
Storytelling and message crafting which are critical disciplines and ingredients for successfully managing the media and navigating during normal times and in a crisis.
University of Cape Town - Cape Town,
Managing relationships with stakeholders and building valuable relationships, measuring, tracking and evaluating public relations activities and creating a public relations plan (PR Plan).
University of Cape Town - Cape Town,
Positioning brands on social media, Online Customer Service Management, blogging for community engagement, SEO, managing and measuring online reputation and Integrating social media into global marketing strategy.
Advanced School of Translators And Interpreters (ASTI), University of Buea - Buea, Cameroon,
Translation and Interpretation, GPA: 3.4
University of Yaounde 1 - Yaounde ,
- Translation and Interpretation
- Customer Service
- Crisis Communication
- Corporate Communications, reputation management and stakeholder relations
- Public Relations
- Social Media Marketing
Languages:
English - Native Speaker
French - Native Speaker
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Resume Overview
School Attended
- Gordon Institute of Business Science - University of Pretoria | Johannesburg
- Gordon Institute of Business Science - University of Pretoria | Johannesburg
- University of Cape Town
- University of Cape Town
- Advanced School of Translators And Interpreters (ASTI), University of Buea
- University of Yaounde 1
Job Titles Held:
- Senior Representative, High Value Customers
- Senior Translator/Junior Project Manager
- Digital Communications Officer
Degrees
- Certificate in Strategic Corporate Communications, Reputation Management And Stakeholder Relations
- Certificate in Crisis Communication And Media Training
- Certificate in Public Relations
- Certificate in Social Media Marketing
- Master of Arts
- Bachelor of Arts
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