Annabelle FOSSO
Ottawa,ON
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Agence Senastra
Montréal, QC
01.2024 - Current
- Identify customer needs and determine solutions to customer problems, and open a limited range of services for customers
- Act as the first point of contact for both current and potential customers, managing inquiries through omni channels such as live chat and phone
- Utilize in-depth knowledge of Senastra Agency suite of services to educate customers and offer long-term financial solutions tailored to their needs
- Managed customer service initiatives, ensuring a seamless experience for clients across digital and traditional channels
- Provided strategic advisory services, enhancing customer engagement and satisfaction
- Developed and implemented communication strategies to increase client retention and loyalty
- Collaborated with teams to optimize service delivery and resolve customer inquiries efficiently.
Marketing Manager
KFM Audit & Conseil
, Cameroon
04.2020 - 12.2023
- Led customer support projects to improve client interaction and satisfaction levels
- Delivered financial advice and digital solutions to help clients better manage their accounts and transactions
- Handled customer inquiries professionally, ensuring prompt issue resolution and service excellence
- Conducted market analysis to identify trends and enhance customer service strategies.
Education
Master of Science - Business Management
Montpellier University
Montpellier, France06-2022
Skills
- Training and mentoring
- Staffing coordination
- Metric tracking
- Complaint resolution
- Coordinating service initiatives
- Verbal and written communication
- Customer relationship management software (CRM)
- Research and due diligence
- Meticulous attention to detail
- Customer service
- Sales proficiency
- Focused on customer satisfaction
- Problem-solving
- Sales expertise
- Call center operations
- Customer focused
- Social media monitoring
- Skilled multi-tasker
- Project management
- Budgeting and finance
- Decision-making
- Team building
Certification
- Media buyer Meta Blueprint
- Inbound Marketing Hubspot
- Google Digital Workshop
Languages
French
Native/ Bilingual
English
Full Professional
Availability & Work Preferences
- ● Flexible to work various shifts as required by RBC.
● Available for in-office and hybrid work arrangements.
Timeline
Customer Service Manager
Agence Senastra
01.2024 - Current
Marketing Manager
KFM Audit & Conseil
04.2020 - 12.2023
Master of Science - Business Management
Montpellier University
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