Melanie Vanessa ABY
Los Angeles,CA
Summary
Dedicated Account Manager promoting dynamic client management, issue resolution and relationship-building skills. Bilingual and effective at maximizing repeat business opportunities. Proven history of increasing revenue while bringing in new clients.
Overview
14
14
years of professional experience
Work History
Account Manager
Microcred CI
Abidjan, CI
09.2016 - Current
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Built and maintained productive relationships with customers and internal partners.
- Kept accurate records pertaining to inventory and account notes, documenting any contract updates and renewals.
- Negotiated contracts with clients to maximize profitability.
- Motivated and worked with onboarding team members to successfully integrate new employees into organization.
- Developed thorough understanding of products and service offerings to better upsell and cross-sell to clients.
Customer Service Representative
Microcred CI
Abidjan, CI
09.2014 - 09.2016
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships by providing personalized assistance in order to encourage repeat business.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Mentored new employees on procedures and policies to maximize team performance.
Loyalty & Recruitment Manager
Azur Telecom
Bangui , Centrafrique
12.2010 - 03.2014
- Attended job fairs and industry events in order to promote the company's brand image.
- Scheduled meetings with employees to address concerns and grievances.
- Attended conferences, workshops and special events to recruit qualified candidates for company.
- Launched wellness plans to reduce stress, boost morale and increase productivity.
- Launched innovative incentive program to achieve low turnover rate in highly competitive market.
- Researched, identified and contacted potential candidates through various sources including job postings, social media and referrals.
Call Center Supervisor
Azur Telecom
Bangui, Centrafrique
08.2010 - 12.2010
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Provided guidance, training, coaching and mentoring to call center team members.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Trained and supervised new employees to promote overall team productivity and consistent service.
Education
Bachelor of Science - Marketing
New Tech Institute
Bangui, Centrafrique12-2011
Associate of Arts - Marketing
Haute Ecole De Gestion
Abidjan, Ivory Coast12-2009
High School Diploma -
College International Preparatoire
Abidjan, Ivory Coast07-2007
Skills
- Account Development
- Excellent Customer Service
- Strong Lead Development Skills
- Territory Management
- Marketing
- Talent Management
- Internet Savvy & Brand Management
- Ability to learn policies and regulations quickly and adapt to new environment and duties
- Knowledgeable about office practices
- Highly organized & proficient in whatever I do
- Self-starter & Team-player
- Proficient in French
Languages
French
Full Professional
English
Full Professional
References
References available upon request.
Timeline
Account Manager
Microcred CI
09.2016 - Current
Customer Service Representative
Microcred CI
09.2014 - 09.2016
Loyalty & Recruitment Manager
Azur Telecom
12.2010 - 03.2014
Call Center Supervisor
Azur Telecom
08.2010 - 12.2010
Bachelor of Science - Marketing
New Tech Institute
Associate of Arts - Marketing
Haute Ecole De Gestion
High School Diploma -
College International Preparatoire
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