Brigitte Bilonda Bukasa
Orleans,ON
Summary
Experienced with customer care quality control at Amazon Development Center PTY(LTD) with proficiency in auditing tasks for policy adherence, liaising with global teams, and providing detailed quality and productivity scores. Skilled in supporting team managers through performance assessments, delivering quality-focused business reporting, and participating in department-wide projects. Specializes in identifying coaching opportunities and conducting training to enhance representative performance.
Results-driven audit professional equipped with robust analytical skills and comprehensive understanding of financial regulations and compliance. Expertise in identifying inefficiencies, ensuring accurate reporting, and enhancing internal controls. Dependable team player with strong focus on collaboration, adaptability, and achieving targets in dynamic environment. Proficient in risk assessment, data analysis, and audit software tools.
Overview
17
17
years of professional experience
Work History
Bilingual Customer Care Auditor/Quality Control – Communities French and English
Amazon Development center PTY(LTD)
2019.05 - 2025.11
- Liaising with Global teams around process and guideline improvements.
- Checking the tasks done by associates to ensure adherence to policy and guidelines
- Rating the tasks by providing a quality and productivity score.
- Identifying coaching opportunities through checking and email data mining.
- Supporting Team Managers through the assessment of their associate performance related to customer satisfaction, process, and procedure policy adherence. E.g.: Assisting Team Managers in agent coaching sessions to provide feedback to agent on his/her performance.
- Co-ordination and delivery of quality focused business reporting.
- Participating in quality and department-wide projects.
- Maintain escalation queries (e.g.: Ask ticket) and other queue support as required or assigned.
- Serving as a Quality Analyst resource for representatives and management.
- Deliver training and update training materials.
Bilingual Customer Care Seasonal Team Lead – Communities French and English
Amazon Development center PTY(LTD)
2018.10 - 2019.01
- Improve Moderation Error Rate through content and behavioral coaching.
- Improve Negative Response Rate (NRR) through behavioral coaching.
- Improve Average Handle Time (AHT) through feedback on research skills.
- Improve Contacts per Hour (CPH) by analyzing AHT trends and optimal resolution of contacts and usage of workspace.
- Improve productivity by analyzing volume handled per hour and eliminate wastage.
- Ensure follow-ups are resolved timely to reduce number of repeated contacts.
- Performance Portal and propose solutions to improve the team metrics.
- Moderate customer content like reviews, discussions and posts. Support the markets in meeting Service Level Agreements (SLAs) by adhering to standard workflow practices.
- Directed a team of 10 employees in customer service operations.
Bilingual Customer Care Senior – Customer Service Associate – Communities French and English
Amazon Development center PTY(LTD)
2015.11 - 2016.04
- Ensuring that customers who contribute contents on Amazon.fr, Amazon.co.uk and Amazon.com Websites feel safe and respected.
- Using a specific set of guidelines to evaluate a wide variety of contents.
- Utilizing a variety of software tools to review and take action on customers’ submitted contents in a fun and fast-paced environment.
- Responding to customers queries by emails.
- Achieved a 25% increase in customer satisfaction ratings by resolving complex bilingual inquiries (French and English) and implementing a comprehensive training program for new associates, enhancing their proficiency in customer service protocols.
Bilingual Customer Care professional – French and English
GCSC: Shell Global Customer Service Center
2009.03 - 2012.02
- Placing lubricants and massive means orders
- Investigate customers issues
- Providing documents copies to customers
- Assigning non-voices cases to the team
- Case checking
- Dealing with general public request and issues + Reassigning passwords and create e-serve accounts.
- Dealing with delivery inquiries
- Directory assistance
- Provided accurate directory assistance to customers daily, achieving a 95% customer satisfaction rate through efficient communication and problem-solving skills.
Education
Financial Accounting - undefined
BSI college
01.2020
Bachelor in Commerce Honors - Bank
Protestant University in the Congo
01.2004
Bachelor's degree - Business Administration
Protestant University in the Congo
01.2002
Skills
Attention to detail
Team collaboration
Decision-making
Clear communication
Customer relations
Data entry
Active listening
Relationship building
Call center experience
Computer proficiency
Customer service
Critical thinking
Problem resolution
Conflict resolution
Team leadership
Time management
Verbal and written communication
Complex Problem-solving
Staff training and development
Staff management
Goal setting
Task delegation
Languages
English
Native or Bilingual
French
Bilingual or Proficient (C2)
Timeline
Bilingual Customer Care Auditor/Quality Control – Communities French and English
Amazon Development center PTY(LTD)
2019.05 - 2025.11
Bilingual Customer Care Seasonal Team Lead – Communities French and English
Amazon Development center PTY(LTD)
2018.10 - 2019.01
Bilingual Customer Care Senior – Customer Service Associate – Communities French and English
Amazon Development center PTY(LTD)
2015.11 - 2016.04
Bilingual Customer Care professional – French and English
GCSC: Shell Global Customer Service Center
2009.03 - 2012.02
Financial Accounting - undefined
BSI college
Bachelor in Commerce Honors - Bank
Protestant University in the Congo
Bachelor's degree - Business Administration
Protestant University in the Congo