Gael Marilou Nomi Tchakounte
Capital Park
Summary
I am a student who just finished her Postgraduate Diploma in management at Richfield College. I am a dedicated, fast learning person and hard working person. I am looking forward to be given an opportunity to apply and improve my skills, knowledge and competencies in management and law.
Overview
16
16
years of professional experience
Work History
Call Center Manager
Signatureza (Pty) Ltd
Pretoria
09.2024 - Current
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Developed quality employees within call center to take over leadership positions.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Created team rotations to man center effectively during peak hours.
- Supervised 6 employees in providing excellent customer service to callers requiring assistance for important calls and personal issues.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Established and oversaw performance targets for call center associates.
Office Administrator
Pecs Solution
Pretoria
02.2018 - 01.2023
- Maintained electronic and paper filing systems for easy retrieval of information.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Enhanced team communication with implementation of weekly newsletter highlighting key updates and achievements.
- Completed bi-weekly payroll for 10 employees.
Executive Assistant to the Financial Controller
High Commission of Benin in Pretoria
Pretoria
01.2015 - 12.2017
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
Sale Marketing Trainee
first investment for financial assistance (FIFFA) Cameroon
Bafoussam
09.2009 - 08.2010
- Evaluated campaign performance using analytics tools, making recommendations for optimization accordingly.
- Enhanced brand visibility by executing targeted marketing campaigns.
- Analyzed market trends to identify new business opportunities for product expansion.
- Analyzed industry trends and benchmarked competitors to inform marketing strategies.
- Acquired, developed, and frequently serviced over 20 new accounts.
Education
Postgraduate Diploma - Management
Richfield College
Pretoria01.2022
Masters In International Economics Law -
Unisa
Pretoria01.2016
Office Administration Certificate -
College Campus
Pretoria12.2011
Bachelors Of Law NQF Level 7 - Law
University Of Yaounde 2 Soa
Yaounde01.2009
Grade: 12 (Matric) - Mathematics, English, Spanish, Literature, Philosophy, History, Economy, sciences
Lycee Classic De Bafoussam
Bafoussam06.2004
Skills
Call center customer service
Quality controls
Call center operations
Employee motivation
Call routing
Productivity standards
Call monitoring
Staff training
Innovation skills
References
- Pouassom, Florent, Pecs Solution
- Seidou, Raphael, Head of Cultural Affairs Department, +012-342-6978, High Commission of Benin in Pretoria, Pretoria
- Mme Annie Laure, Nzouankeu, Head of Agency, +237 77776398, first investment for financial assistance (FIFFA) Cameroon, Cameroon
Timeline
Call Center Manager
Signatureza (Pty) Ltd
09.2024 - Current
Office Administrator
Pecs Solution
02.2018 - 01.2023
Executive Assistant to the Financial Controller
High Commission of Benin in Pretoria
01.2015 - 12.2017
Sale Marketing Trainee
first investment for financial assistance (FIFFA) Cameroon
09.2009 - 08.2010
Postgraduate Diploma - Management
Richfield College
Masters In International Economics Law -
Unisa
Office Administration Certificate -
College Campus
Bachelors Of Law NQF Level 7 - Law
University Of Yaounde 2 Soa
Grade: 12 (Matric) - Mathematics, English, Spanish, Literature, Philosophy, History, Economy, sciences
Lycee Classic De Bafoussam