Ghislain Lonji Ntengu
Portland,ME
Summary
Results-driven individual with a solid track record in delivering quality work in Customer Services in general. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development in areas of training and coaching.
Overview
23
23
years of professional experience
Work History
Service Quality and Product Coach
DigiOutsource
04.2017 - 04.2023
- Worked in conjunction with the Team Lead and the training department to contribute to the team's development and ongoing improvement of quality measures.
- Proactively build knowledge and confidence levels of Customer Service Representatives.
- Helped identify knowledge gaps through trend analysis and on-the-floor coaching, and ensured that these knowledge gaps were addressed through adequate training.
- In the moment (real time) coaching by extracting samples of contacts in the live environment, assessed the contact and captured the results in the relevant Report and Quality Assessment form, for KPI purposes.
Quality Assessor
DigiOutsource
08.2015 - 04.2017
- The responsibility of the Quality Assessor (QA) department was to monitor and identify the contacts(Calls, Chats and Emails) that were failing to meet the pre-defined standards
- These standards were monitored by means of template scripts or guidelines that agents were to follow, to ensure that incoming and outgoing contacts were handled with excellence.
- Agents who had a low QA score average received coaching that helped them to improve their scores by means of tips, refresher trainings, and Calibration session.
Customer Service Host
DigiOutsource
05.2008 - 07.2015
- Handled inbound and outbound contacts (calls, emails, and chats) with internationally based customers according to company standards.
- Made sure that contacts were recorded on the system and escalated as per requirement.
- Handled shift reports with regards to tools at agents' disposal.
- Conducted research on customers' accounts registered on company networks.
- Made sure that I stayed abreast of changes in systems and procedures, and information.
- Conducted Risk and Fraud investigations on customer accounts and verification documents (i.e. Identity Doc/Passport, Utility Bill; Credit Card Copies) prior to processing the online payments or large sum on web-wallet or credit card deposits.
- Monitored activities of customers and behaviors based on the products and services that we were offering.
Mentor and Coach
Teleperformance
10.2007 - 05.2008
- The company was outsourcing business from Hewlett Packard (HP), where we assisted customer from UK with all their electronic devices that had issues, and we liaised with logistics in Belgium and France
- I mentored and coached team members on every product that the company dealt with.
Call Center Team Leader
Business Zone
04.2006 - 09.2007
- Provided unique, bespoke training to individuals and groups.
- Designed training models and coaching content with a more holistic approach to training and development for agents.
Sales and Financial Advisor
Liberty Life
02.2005 - 03.2006
- Sold policies to customers by means of Financial Need Analysis.
- Serviced, monitored, and reviewed customers' policies in order to suggest relevant, tailored and accurate policies.
Call Centre Agent
Media Dev
10.2004 - 02.2005
- Sold and distributed software in France and Belgium (product of IBM and BEA)
Floor Manager
The Forrester’s Arm Pub Restaurant
10.2003 - 10.2004
- I dealt with day-to-day matters, such as shift planning and floor planning with the head waiter. I made sure of the availability of items on the menu to avoid surprises.
- Ensured that I was present and visible to deal with complaints and unforeseen situations.
Barman and Manager
The Curve Bar & Restaurant
09.2000 - 10.2003
- I dealt with day-to-day matters, such as shift planning and floor planning with the head waiter. I made sure of the availability of items on the menu to avoid surprises.
- Ensured that I was present and visible to deal with complaints and unforeseen situations.
Head Waiter
Flame glow Restaurant
04.2000 - 09.2000
- Almost like a floor manager, ensuring that the planning and organisation of the floor is up to standard. I made sure of the availability of items on the menu to avoid surprises.
Supervisor
Mark Coetzee Art Gallery
01.2000 - 04.2000
- I was in charge of the supervision of the Gallery.
Education
Postgraduate Diploma - Management Practice with Specialization in Business Management
University of Cape Town
Cape Town - South Africa12-2020
National Diploma - Associate in Management
University of Cape Town
Cape Town - South Africa06-2015
N4 Introduction to the Course of computer Microsoft - Microsoft
Cape College
Cape Town - South Africa01.2001
Skills
- Quality Assurance
- Customer Service
- Key Accounts Management
- Mentorship, Training and Coaching
- Leadership, Learning and Development
- Service Delivery Management
- Relationship Management and Contract Negotiation
- Talent Management
References
Available on request
Languages
English
Full Professional
French
Full Professional
Swahili
Professional
Lingala
Professional
Timeline
Service Quality and Product Coach
DigiOutsource
04.2017 - 04.2023
Quality Assessor
DigiOutsource
08.2015 - 04.2017
Customer Service Host
DigiOutsource
05.2008 - 07.2015
Mentor and Coach
Teleperformance
10.2007 - 05.2008
Call Center Team Leader
Business Zone
04.2006 - 09.2007
Sales and Financial Advisor
Liberty Life
02.2005 - 03.2006
Call Centre Agent
Media Dev
10.2004 - 02.2005
Floor Manager
The Forrester’s Arm Pub Restaurant
10.2003 - 10.2004
Barman and Manager
The Curve Bar & Restaurant
09.2000 - 10.2003
Head Waiter
Flame glow Restaurant
04.2000 - 09.2000
Supervisor
Mark Coetzee Art Gallery
01.2000 - 04.2000
Postgraduate Diploma - Management Practice with Specialization in Business Management
University of Cape Town
National Diploma - Associate in Management
University of Cape Town
N4 Introduction to the Course of computer Microsoft - Microsoft
Cape College
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