Philippe Ingha
Cape Town
Summary
Accomplished Portuguese quality assurance specialist with extensive experience in customer service and financial services. Proven track record in enhancing service quality, compliance, and customer satisfaction through effective coaching and feedback. Demonstrates exceptional customer service, relationship building, and problem-solving skills across diverse roles at Call Lab-Enerlectics, Moonspin, and Mama Money. Adept at streamlining data for impactful decision-making, and fostering positive environments for Portuguese-speaking customers. Career focus on leveraging technology proficiency and process improvement to drive growth in customer support operations.
Overview
6
6
years of professional experience
Work History
Portuguese Quality Assurance Specialist
Call lab- Enerlectics
Cape Town
11.2024 - Current
- Conduct call evaluations to assess service quality, ensure compliance, and enhance customer satisfaction.
- Provide coaching and feedback to customer service agents, driving performance improvements, and maintaining high-quality support standards.
- Assist with language translations and call reviews, ensuring clear and accurate communication for Portuguese-speaking customers.
Portuguese Customer Service Host
Moonspin
Cape Town
12.2022 - 10.2024
- Streamlining data from multiple sources and creating impactful visual reports using KPIs to support decision-making.
- Build strong rapport with customers, ensuring their needs are met and exceeded through personalized assistance and guidance.
- Effectively communicate in Portuguese, fostering a positive, engaging environment for Brazilian players.
- Collaborate with cross-functional teams to resolve customer issues promptly, and ensure smooth gameplay experiences.
Customer Success Specialist
Mama Money
Cape Town
01.2022 - 12.2022
- Company overview: a leading online financial services provider.
Played a key role in driving customer success and satisfaction as a Customer Success Specialist at Mama Money, a leading online financial services provider. - Acted as the main point of contact for Portuguese-speaking customers, providing support and guidance on financial transactions and services.
- Acted as the main point of contact for Portuguese-speaking customers, providing support and guidance on financial transactions and services.
- Resolved customer inquiries, complaints, and issues, ensuring prompt and accurate resolutions to maintain high customer satisfaction levels.
- Conducted customer outreach and follow-ups to gather feedback and identify areas for improvement in service delivery.
- A leading online financial services provider.
Online Agent Support and Verification Officer
Mama Money
Cape Town
04.2020 - 01.2022
- Supported customers as an Online Agent Support and Verification Officer at Mama Money, responsible for ensuring smooth and secure financial transactions.
- Assisted customers with account verification processes, ensuring compliance with regulatory requirements, and maintaining data integrity.
- Responded to customer enquiries through various communication channels, providing timely and accurate information.
Customer Experience Consultant
Mama Money
Cape Town
03.2019 - 04.2020
- A fintech company specializing in international money transfers.
- Served as a Customer Experience Consultant, delivering exceptional service to customers of Mama Money, a fintech company specializing in international money transfers.
- Assisted customers in navigating the platform, explaining services, and addressing any concerns or questions they had.
- Handled customer complaints and issues with a proactive and empathetic approach, finding resolutions, and ensuring customer satisfaction.
- Provided training and support to new team members, sharing best practices, and promoting a positive team environment.
Education
Portuguese Language and Literature -
Tete Secondary School
Tete, Mozambique11.2014
Skills
- Customer service excellence
- Relationship management
- Problem solving
- Product expertise
- Process optimization
- Project management
- Effective communication
- Growth mindset
Languages
- English, Full professional proficiency
- Portuguese, Native
- French, Basic proficiency
Timeline
Portuguese Quality Assurance Specialist
Call lab- Enerlectics
11.2024 - Current
Portuguese Customer Service Host
Moonspin
12.2022 - 10.2024
Customer Success Specialist
Mama Money
01.2022 - 12.2022
Online Agent Support and Verification Officer
Mama Money
04.2020 - 01.2022
Customer Experience Consultant
Mama Money
03.2019 - 04.2020
Portuguese Language and Literature -
Tete Secondary School