Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
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
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 Congo
2009

High School Diploma - General Pedagogy

SAINT THEOPHILE DE LEMBA
Kinshasa, Dem. Republic Of Congo

Skills

  • 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

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