YVES BASEKAY
Bedford,TX
Summary
I’m passionate, ambitious, and creative: and a problem solver. I’m a fast learner and always ready to add more ways and knowledge to perform the job well, with the ability to work in a team, and to be able to follow instructions, to achieve the objectives of the company. I’m able to work in a fast-paced environment. I’m very organized and dedicated, with a positive attitude. Professional secrecy, respect, commitment and initiative are some of assets. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Bilingual
- English- French
- Establish best customer experience to Customers and Assisting T0 agents and T1 agents with matters above their credentials or difficult customers.
Quality Assurance Analyst
Likewize Corp
12.2022 - Current
- Responsible for ensuring great customer experience by reviewing metrics over time
- In addition to reviewing customer interactions, to monitor and to evaluate agents (customer service agents) and analyze customer support trends
- Doing calibration with Quality analysts and managers of other Likewize’ s sites and Partners as well as Philippines, London, Panama, Montreal
- Also, part of Job is to audit QA evaluations from partners and to audit Analysts from other sites.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Fixed identified issues to improve workflows.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Participated in requirements and used case reviews.
Corporate Care Advisor
Likewize Corp
11.2022 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Ramp Operator
Worldwide Flight Services
09.2022 - 11.2022
- Provide under-wing services to aircraft, act as marshals, set up and operate baggage and cargo management equipment, and adhere to strict occupational safety regulations.
Material Processor Lead
ASSURANT
Lewisville, TX
04.2021 - 06.2022
- Managing team job
- Item Receipt DRP T Mobile
- Attain permits and ensure teammate used proper PPE prior to start their job
- Need method to proactively manage teammates
- Conduct hourly quality and production inspections
- Work closely with QC
- Train new employees in job duties
- Make and maintain daily end of day report.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Improved safety procedures to create safe working conditions for workers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
Material Processor
ASSURANT
06.2016 - 04.2021
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Sorted and delivered materials to different work areas and staff.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Processed required paperwork to expedite handling of shipped and received goods.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
Administrative Assistant
TIGO
Kinshasa, Dem.Rep. of Congo
02.2015 - 04.2016
- Of Congo
- Answer and direct phone calls
- Organize and schedule appointments
- Plan meetings and take detailed minutes
- Write and distribute email, correspondence memos, letters, faxes and forms
- Assist in the preparation of regularly scheduled reports
- Develop and maintain a filing system
- Update and maintain office policies and procedures
- Order office supplies and research new deals and suppliers
- Maintain contact lists
- Book travel arrangements
- Submit and reconcile expense reports
- Provide general support to visitors
- Act as the point of contact for internal and external clients.
- Assisted with organization and maintenance of office filing system for easy retrieval of information.
- Maintained confidentiality and security of sensitive information to protect privacy and security of company data.
- Prepared and edited documents and reports for quality and accuracy.
- Monitored office supplies and ordered low-stock items to prevent unexpected shortages.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Received and screened incoming calls, emails and visitors and alerted administrative manager to priority matters.
- Scheduled meetings and appointment to prevent scheduling conflicts.
Customer Service
TIGO
08.2014 - 02.2015
- Congo
- Calling people to propose services and to deliver information about the company’s products and services
- Answering queries and concerns about the company’s products or services
- Resolving issues and handling customer complaints
- Collecting customer’s feedback
- Handling customer’s administrative tasks
- Providing proactive customer outreach.
Education
FINANCIAL -
MANAGEMENT INSTITUTE OF SOUTHERN AFRICA
National Diploma - Business Administration
DURBAN UNIVERSITY OF TECHNOLOGY
2014
Bachelor - Law
UNIVERSITY OF KINSHASA
Kinshasa, Rep. Dem Of Congo2009
High School Diploma - General Pedagogy
SAINT THEOPHILE DE LEMBA
Kinshasa, Dem. Republic Of CongoSkills
- Quality inspection
- Computer Skills
- Critical Thinking
- Conflict Management
- Team leader and Team Player
- Hard working and self-motivated
- Material Handling
- Working on Schedule
- Organized
- Fast Learner
- Material Inventory Skill
- Deadline driven
- Flexible schedule
- Mathematics aptitudes
- Attention to details
Languages
French
Native or Bilingual
English
Full Professional
Timeline
Quality Assurance Analyst
Likewize Corp
12.2022 - Current
Corporate Care Advisor
Likewize Corp
11.2022 - 12.2022
Ramp Operator
Worldwide Flight Services
09.2022 - 11.2022
Material Processor Lead
ASSURANT
04.2021 - 06.2022
Material Processor
ASSURANT
06.2016 - 04.2021
Administrative Assistant
TIGO
02.2015 - 04.2016
Customer Service
TIGO
08.2014 - 02.2015
Bilingual
FINANCIAL -
MANAGEMENT INSTITUTE OF SOUTHERN AFRICA
National Diploma - Business Administration
DURBAN UNIVERSITY OF TECHNOLOGY
Bachelor - Law
UNIVERSITY OF KINSHASA
High School Diploma - General Pedagogy
SAINT THEOPHILE DE LEMBA