YVES BETRAND KOUAM
Lawrenceville,GA
Summary
Dedicated customer service professional with a proven track record of managing high volumes of inbound calls while ensuring exceptional customer satisfaction. Expertise in CRM systems, complemented by strong active listening and multitasking abilities, fosters the development and maintenance of positive customer relationships. Committed to leveraging these skills to enhance customer experiences and contribute to overall company success. A passion for delivering outstanding service drives a proactive approach to problem-solving and client engagement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Alorica
Lawrenceville, GA
01.2024 - 12.2025
- Surpassed predefined service objectives through effective use of customer service strategies.
- Conducted discussions with customers to uncover needs, troubleshoot problems, and respond to inquiries about products.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Reviewed and interpreted CRM reports to uncover problems and recommend strategies for improvement.
- Executed updates to system, ensuring accurate integration of order specifics, customer preferences, and billing information.
- Improved service quality and productivity by recognizing customer requirements and offering outstanding support solutions.
- Informed customers about available service upgrades, introduced new services, and clarified account changes to ensure understanding and support.
- Surpassed sales goals through implementation of successful marketing strategies.
- Directed customer support teams operating in various time zones.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Analyzed production processes to identify inefficiencies, driving quality improvements and reducing downtime.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Implemented innovative methods for streamlining the customer service process.
- Provided comprehensive assistance in product selection, order management, billing resolution, and technical support, ensuring customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Managed customer inquiries by utilizing diverse communication platforms, guaranteeing prompt and precise responses.
- Collaborated with team members to streamline processes and enhance service delivery.
- Analyzed customer feedback to identify trends and recommend improvements in service offerings.
- Managed escalated issues, providing effective solutions while maintaining customer satisfaction.
- Facilitated timely and accurate responses to customer inquiries by utilizing diverse communication platforms.
- Mentored junior representatives, promoting best practices in handling complex customer interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
Customer Service Representative
Cox Communications
Lawrenceville, GA
03.2020 - 11.2023
- Recognized potential for upselling complementary products and services based on customer requirements.
- Leveraged feedback to drive improvements in customer service.
- Implemented innovative methods for streamlining the customer service process.
- Documented details of customer engagements, transactions, and feedback for later use.
- Fostered positive connections with clients via friendly communication.
- Handled customer inquiries using phone, email, and chat platforms.
- Answered customer inquiries and provided accurate information regarding products and services.
- Fostered strong connections with customers by delivering personalized support.
- Analyzed customer feedback data to identify areas for improvement in the user experience.
- Promoted products through webinars, trade shows, and social media outlets.
- Resolved customer disputes in a timely manner while adhering to company policies.
- Assisted customers in navigating websites to find products or services they were looking for.
- Maintained a record of client transactions using CRM software.
- Researched customer needs and provided product solutions.
- Developed comprehensive knowledge of company's products in order to provide accurate information to customers.
- Utilized analytics tools to track site visits, conversion rates, and other key metrics related to online sales performance.
- Followed up on customer inquiries and complaints promptly via telephone and email.
- Trained new staff on company policies and customer service protocols, fostering a supportive environment.
- Developed training materials to improve team performance and ensure consistency in service quality.
Corporate Care Advisor
Assurant Global Protection Services
Alpharetta, GA
10.2018 - 12.2019
- Assist customer filling and complete claims
- Adjudicate claims for Canadian customers
- Process payments for customers and repair vendors
- Discuss repair options for customers with different repair vendors
- Review escalations created for customers
- Callback and follow with the customers regarding their repair/replacement issues
- Assist level 0 and level 1 agents
- Process refunds for customers when applicable
- Assist logistics, billing and fraud departments when needed
- Assume the role of supervisor/manager when needed
- Collaborated with the multidisciplinary team to provide optimal care for clients.
- Educated clients about available services and benefits related to their condition and situation.
- Provided comprehensive assessments of clients' needs and developed individualized service plans.
- Provided expert guidance to clients on device protection plans and services.
- Resolved customer inquiries promptly, ensuring high levels of satisfaction and retention.
- Acting as the primary point of contact via phone, chat, or email to resolve policy, billing, and claims inquiries, often requiring bilingual skills and ability to navigate multiple systems
- Coordinated claims processing, streamlining workflow for increased efficiency.
Bilingual technical support rep
Auxis
Peachtree Corners, GA
02.2016 - 10.2018
- Assisted customers in troubleshooting and resolving technical problems on their personal and work machines.
- Assist customers setting up and configure their machines (laptops, desktops, docking stations, printers)
- Troubleshoot and resolve customers simple and complex technical issues
- Assist and train new team members
- Assist local repair centers and onsite technicians
- Facilitated prompt responses to customer-created online tickets, improving overall customer satisfaction.
- Provide qualitative customer service and technical support in French and English
- Resolved technical issues for diverse client base in English and Spanish.
- Provided exceptional customer service through effective communication and problem-solving skills.
- Educated clients on software features, leading to improved user satisfaction and retention.
crew member
Corner Bakery Cafe:
Atlanta, GA
09.2013 - 08.2015
- Set tables with clean linens, condiments, or other supplies.
- Managed serving, cleaning, and stocking duties, ensuring efficient operations in cafeterias and dining rooms.
- Stock cabinets or serving areas with condiments and refill condiment containers.
- Locate items requested by customers.
- Run cash registers.
- Processed orders accurately and addressed customer inquiries, ensuring high-quality service delivery.
- Implemented systematic organization and cleanliness protocols in dining and kitchen areas to guarantee adherence to health regulations.
- Delivered exceptional customer service by accurately processing orders and addressing inquiries.
- Maintained cleanliness and organization of dining and kitchen areas to ensure health standards compliance.
- Resolved customer complaints effectively, fostering a positive dining environment and brand loyalty.
crew member
Honey Baked Ham
Dunwoody, GA
02.2011 - 09.2012
- Clean and sanitize work areas, equipment, utensils, dishes, or silverware.
- Prepare a variety of foods, such as meats, vegetables, desserts, according to customers' orders or supervisors' instructions, following approved procedures.
- Store food in designated containers and storage areas to prevent spoilage.
- Assist cooks and kitchen staff with various tasks as needed, and provide cooks with needed items.
- Operate cash register, handle money, and give correct change.
- Package take-out foods or serve food to customers.
- Prepare and serve a variety of beverages such as coffee, tea, and soft drinks.
sales associates
TJ Max
Atlanta, GA
02.2010 - 01.2011
- Answer customers' questions about merchandise and advise customers on merchandise selection.
- Itemize and total customer merchandise selection at checkout counter, using cash register, and accept cash or charge card for purchases.
- Stock shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Clean display cases, shelves, and aisle.
- Receive, open, unpack and issue sales floor merchandise.
- Pack customer purchases in bags or cartons.
- Requisition merchandise from supplier based on available space, merchandise on hand, customer demand, or advertised specials.
Education
Bachelor of Science - Information Systems
Georgia Gwinnett College
Lawrenceville, GA05-2012
Bachelor of Science - Business Communication
DeVry University
Atlanta, GA05-2015
High School Diploma -
College Jean Tabi
Yaoundé, Cameroon07.2007
Skills
- Clear and concise messaging skills
- Friendly
- Polite
- Punctual
- Good time management
- Computer literate
- Self-motivated
- Strong competitor
- Bilingual (French English)
- Ability to adapt in any environment
- Student mentality
- Efficient at acquiring new skills
- Skilled at prioritizing concurrent responsibilities
- Service excellence
- Experience with CRM applications
- Data analysis
- Technical support
- Sales strategies
- Product knowledge
- Upselling techniques
- Client relationship management
- Communication skills
- Problem solving
- Team collaboration
- Process improvement
- Time management
- Receiving support
- CRM software proficiency
- Delivery scheduling
- Strategic sales
- Technical troubleshooting
- Stress management
- Product promotion
- Customer education
- Problem-solving
- Product and service solutions
- Customer satisfaction measurement
- Computer proficiency
- Microsoft PowerPoint
- Empathy and patience
- Positive and professional
- Appointment scheduling
- Microsoft Excel
- Email management
- Sales strategy
- Customer relationship management
- Problem resolution
- Active listening
- Customer engagement
- Typing proficiency
- Complaint handling
- Microsoft outlook
- Merchandise upselling
- Documentation
- Strong teamwork
- Script adherence
- Retail sales customer service
- Data entry
- Training development aptitude
- Inbound and outbound calling
- Customer relationship management (CRM)
- Order processing
- Critical thinking
- Customer relations
- Complaint resolution
- Customer service
- Conflict resolution
- Payment processing
Affiliations
- swimming
- gym
- Writing
- reading books
- Creating social media content
- Public speaking
- Yoga
- Painting
- Volunteering
- Community Involvement
Certification
- Certified Customer Experience Professional (CCXP)
- Certified Customer Service Manager (CCSM)
- Certified Client Relationship Manager (CCRM)
Languages
ENGLISH
Native or Bilingual
French
Full Professional
Timeline
Customer Service Representative
Alorica
01.2024 - 12.2025
Customer Service Representative
Cox Communications
03.2020 - 11.2023
Corporate Care Advisor
Assurant Global Protection Services
10.2018 - 12.2019
Bilingual technical support rep
Auxis
02.2016 - 10.2018
crew member
Corner Bakery Cafe:
09.2013 - 08.2015
crew member
Honey Baked Ham
02.2011 - 09.2012
sales associates
TJ Max
02.2010 - 01.2011
High School Diploma -
College Jean Tabi
Bachelor of Science - Information Systems
Georgia Gwinnett College
Bachelor of Science - Business Communication
DeVry University