Hilaire Geraldin INACK AMBOMO
Hamilton,Canada
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
BOOKING and COSTUMER SERVICE AGENT
EASE TRAVEL
Douala, Cameroon
04.2022 - 09.2024
- Delivered excellent customer service in the preferred language of each customer
- Track, document, and retrieve information in databases
- Facilitated customer issue resolution by providing prompt support and guidance.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Resolved customer complaints quickly and efficiently.
- Provided product information to customers in a timely manner.
- Provided timely updates on potential flight disruptions to customers
- Ensuring seamless flight reservation process.
- Process individual and group bookings.
- Managed the issuance and sales of electronic air tickets
- Implemented effective strategies to optimize queue management
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Generated monthly performance metrics for tracking progress towards goals.
HEAD OF TICKETING DEPARTMENT
ELTA & HRG Cameroon
Douala, Cameroon
11.2018 - 04.2022
- Managed and supervised booking of flight tickets for customer base
- Responding to customer inquiries regarding bookings, ticket changes, and refunds
- Effectively resolving customer issues and complaints
- Establishing strong partnerships with airline providers to secure competitive pricing and guarantee flight accessibility.
- Trained and guided the team on reservation systems and procedures.
- Monitoring market trends and adjusting offerings accordingly
- Issuance and sales of electronic air tickets.
- Optimized the productivity of call queues by maintaining a systematic workflow.
- Analyzed sales performance and developed strategies to enhance results
- Generated reports on department performance and communicated findings to management
- Achieved optimal recovery rates through diligent efforts
- Ensured a cohesive customer experience by working closely with marketing, finance, and other teams
- Resolved challenges related to airlines' debit memos
AIR TICKET RESERVATION and COSTUMER SUPPORT AGENT
Equatorial Congo Airlines (GSA SATGURU Travels & Tours)
Douala, Cameroon
06.2015 - 12.2017
- Answered customer inquiries in person, by telephone, and via email.
- Provided technical support to customers regarding product use and troubleshooting.
- Responded promptly to customer complaints and concerns.
- Maintained accurate records of customer interactions and transactions.
- Resolved billing disputes with customers in a timely manner.
- Followed up with customers to ensure their satisfaction with services provided.
- Provided timely updates on potential flight disruptions to customers
- Ensuring seamless flight reservation process.
- Process individual and group bookings.
- Managed the issuance and sales of electronic air tickets
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Generated monthly performance metrics for tracking progress towards goals.
TRAINEE ACCOUNTING CLERK
PIERRE FAUPA Accounting and Tax Firm
Limbe, Cameroon
10.2010 - 10.2011
- Gathered customer data and information
- Maintained accurate records of miscellaneous transactions.
- Managed accounts receivable and payable, reconciled bank statements, and prepared financial reports.
- Reviewed invoices for accuracy and completeness prior to payment processing.
- Reported on financial results including balance sheets, income statements, cash flow statements.
- Maintained up-to-date knowledge of Generally Accepted Accounting Principles guidelines.
- Monitored balance sheets and income statements to evaluate financial performance.
- Gathered banking transactions via statements, recorded activity in Excel format and reconciled balances.
- Assisted clients in determining business strategy and achieving profitability goals.
Education
Diploma 2 years - Accounting And Business Management
Institut Supérieur Professeurs Réunis
Douala01.2010
Diploma of Collegial Studies in Accounting - Accounting
Alfred Saker College
Douala, Cameroon01.2007
Skills
- Mastery of the Amadeus centralization system
- Mastery of the Galileo Travelport centralization system
- Know how to lead a team of professionals
- Knowledge of basic accounting principles
- Organization
- Teamwork
- Leadership
- Adaptability
- Communication skills
- Autonomy
- Call Control
- Documentation And Reporting
- Order Placement
- Customer Service
- Inbound Customer Service
- Inbound Call Management
- Outstanding communication skills
- Customer Relations
- Customer Complaint Resolution
Languages
Fluent, Intermediary
Training
- 09/01/09, 06/01/10, Douala, DUT Accounting and Business Management (DEC equivalent in Technique), Institut Supérieur Professeurs réunis
- 2007, Douala, Cameroon, BACCALAUREATE G2 (Pre-university DEC equivalent), Alfred Saker College
Areas Of Interest
- Miscellaneous: computers, video games, cinema, reading.
- Sports: Basketball, football.
Languages
French
Full Professional
English
Professional
Timeline
BOOKING and COSTUMER SERVICE AGENT
EASE TRAVEL
04.2022 - 09.2024
HEAD OF TICKETING DEPARTMENT
ELTA & HRG Cameroon
11.2018 - 04.2022
AIR TICKET RESERVATION and COSTUMER SUPPORT AGENT
Equatorial Congo Airlines (GSA SATGURU Travels & Tours)
06.2015 - 12.2017
TRAINEE ACCOUNTING CLERK
PIERRE FAUPA Accounting and Tax Firm
10.2010 - 10.2011
Diploma 2 years - Accounting And Business Management
Institut Supérieur Professeurs Réunis
Diploma of Collegial Studies in Accounting - Accounting
Alfred Saker College
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