MIRABEL A. KIYONG
NINA EMPIRE
CHEVERLY MD,MD
2
Languages
8
years of professional experience
Dedicated Customer Service Representative with 4 years of proven success in delivering exceptional client experiences, resolving complex issues, and boosting customer satisfaction scores. Skilled in active listening, conflict resolution, and building lasting relationships that drive loyalty. Known for a positive attitude, quick problem-solving, and exceeding performance targets in fast-paced environments.
Work History
CUSTOMER SERVICE REPRESENTATIVE
1 Year 5 Months- Resolve customer inquiries through multiple channels, ensuring consistent communication and satisfaction regarding product and service information, delivery pricing, discounts, and availability.
- Receives and responds to calls and inquiries, provides immediate and timely assistance, service navigation, information referrals and support.
- Manage relationships with internal and external stakeholders ensuring high service provision and delivery.
- Provide first-hand problem solutions to clients via telephone, facilitating physical interactions and supporting customer retention.
- Provides administrative and operational support.
- Identifies gaps and limitations in systems and services utilized by the staff and clients
- Implements process improvements that streamlined issue resolution, reducing response times significantly.
- Trained new team members on company policies and customer service protocols, enhancing team productivity.
- Updated customer accounts with accurate information by updating accounts information.
- Always available as needed by the administration.
CUSTOMER SERVICE OFFICER
2 Years- Cameroon Customer Experience Index: Part of the research team carrying out customer experience index in Cameroon.
- Customer Service Trainer: Successfully trained customer service enthusiasts and participated in an 8-week customer service junior practitioner certification program.
- Identified and influenced sponsorship, negotiation, and partnership deals with customers who eventually became clients.
- Event Coordinator: Part of the team that organized the Cameroon customer experience summit and created scripts for different aspects of the event.
- Editor: Co-editor and content creator of the first-ever magazine on customer service in Cameroon.
- Written and published articles on Customer Service on the company blog.
- Experienced in identifying major stakeholders needed for a particular project.
COMMUNICATION AND PUBLIC RELATIONS OFFICER
2 Years 6 Months- Collaborated with management to develop and implement communication strategy targeting monthly audience, increasing engagement and awareness.
- Sough opportunities to enhance the reputation of the organization by coordinating, organizing, and sponsoring publicity events.
- Worked with a graphic designer to write, edit and distribute content on banners, roll-ups, posters, and stickers.
- Wrote content bi-weekly for newspaper publication.
- Handled all social media pages like Facebook, YouTube, and website by uploading content on a daily basis, such as reports on human rights violations and activities.
- Charged with social media listening, that is, responses and follow-ups of reactions on company pages.
- Sought opportunities to enhance the reputation of the organization by coordinating, organizing, and sponsoring publicity events.
Education
M.Sc - Corporate Communication
B.Sc - Women's Studies and Journalism and Mass Communication
Skills
Empathetic
Customer trust building
Great negotiator and storyteller
Customer record management
Strong verbal and written communication skills
Strong interpersonal communication skills
Customer interaction skills
Effective planning.
LANGUAGES
English
French
Interests
Creative Writing
Reading
Cooking
Timeline
CUSTOMER SERVICE REPRESENTATIVE
NINA EMPIRE
03.2025 - CurrentRead More
CUSTOMER SERVICE OFFICER
CX Touchpoints Group LTD
01.2022 - 01.2024Read More
COMMUNICATION AND PUBLIC RELATIONS OFFICER
Center for Human Rights and Democracy in Africa
01.2019 - 07.2021Read More
UNIVERSITY OF BUEA
M.Sc from Corporate Communication
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UNIVERSITY OF BUEA
B.Sc from Women's Studies and Journalism and Mass Communication
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