Sarah Bushiri Bofona

• Manage complex customer escalations and make decisions based on thorough case reviews.
• Review, update, and refine FAQ content and scripts to improve customer experience.
• Develop and maintain communication lines dedicated to customer engagement.
• Assist with safety recall cases, risk assessments, and EV (electric vehicle) purchase support.
• Provide detailed guidance to European markets on EV features, processes, and brand-specific inquiries.
• Deliver multichannel customer support (phone, email, social media, and digital platforms) across GM’s European markets.

Played a key role in a GM Europe pilot program to elevate customer service standards, align service delivery with strategic market objectives, and ensure a premium white-glove customer experience.

• Coordinated daily air freight operations, including exports, imports, and forwarding activities.
• Prepared and verified airway bills, customs documentation, and compliance forms.
• Liaised with airlines, freight forwarders, and customs brokers to ensure smooth processing.
• Resolved shipment discrepancies, data issues, and operational delays.
• Ensured compliance with industry regulations and safety requirements.

• Delivered in-flight service while ensuring passenger safety and comfort.
• Strengthened communication, crisis management, and cultural service skills.

• Conducted stock optimization analyses to improve warehouse efficiency.
• Developed slotting and layout solutions to increase productivity.
• Supported data reporting and logistics project coordination.

• IKEA Zaventem — Logistics Associate: Replenishment, picking, dispatching.
• Decathlon Willebroek — Order Picker: Packaging and order preparation.
• Touring Assistance — Call Agent: Front/back office case handling.
• SHL Diegem — Administrative Assistant: Customer scheduling and documentation.