Symphorose Tshiala Badibanga

Provide technical support to clients via email, and phone.

• Troubleshoot issues related to bookings, payments, and software configuration.
• Managed more than 30 calls per day.
• Assist customers with setting up and managing their booking software.
• Document and track issues using tools such as Zendesk, close and keeper.
• Collaborate with internal teams to resolve complex technical problems.

• Handle Enrollment: Assist prospective families with enrolling in Bright Horizons’ brick-and-mortar daycare facilities, granting access to Back-Up Care and Education Assistance programs. Respond to inquiries from prospective families, educate them on daycare and back-up care offerings, and conduct follow-up calls to encourage tour scheduling.
• Partnership Coordination: Inform families about Bright Horizons’ partnerships with external facilities for back-up care and guide them through the shared network options. Drive engagement by scheduling onsite tours for interested families and providing necessary follow-up documentation.

• Manage relationships with new and existing clients.
• Act as the main point of contact for a specific client portfolio, collecting feedback and sharing it with internal stakeholders.
• Assist customers with account setup, verification, deposits, and withdrawals.
• Support clients using trading platforms such as MetaTrader 4 and MetaTrader 5.
• Resolve client issues and provide guidance on company services.

• Handled customer requests and resolved issues via live chat, phone calls, and emails while navigating between multiple programs and paying attention to accuracy and detail.
• Troubleshooted trading terminal and application error messages to help customers resume trading activities.
• Reviewed and analyzed log file reports to investigate the impact of server outages on customer transactions.
• Escalated issues to the appropriate specialist as needed via Salesforce and Jira.
• Documented customer complaints and shared resolutions on the Trello board to help quickly resolve future similar customer issues if the case arises.

• Responded to numerous community support emails and managed customers via live chat.
• Reviewed associated advertisements to ensure the site remains clean.
• Reviewed user messages and ensured that fraudsters are banned from the site.
• Responsible for the WOW newsletter to showcase the performance of the customer management team.
• Troubleshoted the site and app issues by replicating them and escalating them to the responsible team

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Responded to customer inquiries by phone, email, and online chat, in French and English. Handled and managed all incoming and outgoing contacts regarding event ticket sales, shipping, and payment.
• Handled customer complaints, provided prompt solutions, and escalated them to your supervisors as needed. Troubleshot issues encountered by customers when downloading tickets via the Ticketmaster website.