Linda Nanwa
Moncton
Summary
To contribute my experience in customer support, operations, cross-functional coordination and process improvement to ensure smooth, reliable, and efficient supply chain operations and achieve business goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Trouw Nutrition, Canada
03.2025 - Current
- Coordinate customer orders, deliveries, and complaints using Dynamics CRM and M3, ensuring data accuracy, SLA compliance, and continuity of supply
- Act as a key liaison between Sales, Retail, Pricing, Supply Chain, the Mill, logistics, Nutrition and procurement, supporting end-to-end order fulfillment and issue resolution
- Monitor and prioritize order and complaint queues based on urgency, delivery constraints, and service-level requirements, proactively escalating risks
- Ensured accurate entry and management of orders, contracts, pricing, delivery dates, and customer information, preventing operational errors and reducing costs and complaints.
- Track, analyze, and report on customer complaints, contributing data to transversal processes (EEAC – complaint follow-up &Analysis)
- Support continuous improvement by identifying process gaps and participating in the optimization of order flows, direct shipments, returns, and logistics coordination
- Maintain clear and professional written communication in French and English with internal stakeholders and external partners
- Contribute to operational stability during onboarding and organizational changes by ensuring adherence to SOPs and established workflows
Customer Service Supervisor
Trouw Nutrition Canada
04.2023 - 03.2025
- Led and stabilized a customer service team during a period of organizational change, ensuring continuity of operations and service levels
- Worked closely with the Mill teams(Quality, Inventory, Shipping, Production...), Sales & Retails teams, Pricing, Invoicing, Logistics, Supply Chain, Formulation and procurement to resolve complex orders, inventory, and complaint-related issues
- Complaints handling in CRM tool, raising the number of complaints addressed in less than 24h from 25 to 86%.
- Coaching the team on timely and efficiently problem-solving versus established procedures; 90% of customers’ requests and department tasks resolved in less than 24h.
- Developed and implemented Standard Operating Procedures (SOPs) for direct shipments, customers orders returns, pallet returns, and customer communications...
- Monitored team performance, workload distribution, and KPIs, ensuring alignment with operational objectives
- Acted as escalation point for complex operational and customer issues, balancing service quality, feasibility, and datelines considerations.
- Acted as a team advisor, handle complex departments and external parties requests and a support to staff in advising clients and and answering colleagues issues.
- Led orders prioritization and complaint follow-up during a mill shutdown caused by new MES system implementation, ensuring ensuring timely customer deliveries while monitoring and resolving related complaints.
Customer Experience and Loyalty Manager
Glotelho SA - Cameroon, Douala
09.2020 - 03.2023
- Built and implemented a company-wide customer experience culture.
- Defined and implemented internal procedures and practices to improve Customer Experience.
- Rolled out the Glotelho Ambassador and installment payment loyalty programs.
- Developed and reviewed the all-risk insurance program, Safe & Secure Guarantee.
- Established a service-oriented culture across teams.
- Collaborated with teams to design sales platform models (Web and Mobile) to structure information and optimize the customer journey.
- Defined order processing times to improve customer experience and satisfaction.
- Reviewed operational workflows and updated processes and procedures for customer relations, including communication elements, language, posture, and content.
Senior Customer Experience Manager
Jumia Group - Cameroun, Douala
10.2018 - 11.2019
- Monitored incoming email activity, including customer complaints in Salesforce.
- Forwarded and tracked customer complaints from various communication channels to ensure timely processing.
- Collected and analyzed detractor reviews from NPS and Salesforce surveys.
- Collected and analyzed reasons for customer dissatisfaction using Power BI, QOL, Salesforce, and reporting tools.
- Organized and held open discussions with customers, sharing results with stakeholders during CXP and reporting committees.
- Delisted and relisted vendor stores via Seller Center.
- Performed daily quality control of www.jumia.cm website and identified inconsistencies.
- Reviewed transactional emails and highlighted relevant inconsistencies.
- Translated product page content into English in collaboration with the Marketing team
Customer Experience Manager
Jumia Group - Cameroun, Douala
10.2017 - 09.2018
- Increased the number and quality of responses to the NPS survey through calls, SMS, and email outreach.
- Conducted mystery shopping exercises to identify areas for improvement in the customer journey.
- Defined and monitored key performance and quality indicators across the customer journey; validated or rejected customer reviews within 48 hours.
- Proactively collected and analyzed customer feedback from surveys, social media, interactive sessions, and real-time interactions.
- Designed and implemented actions to improve customer experience.
- Tracked and reported customer feedback to ensure reliability and support data-driven decision-making.
Customer Service Agent
Jumia Group - Cameroun, Douala
09.2016 - 09.2017
- Assisted customers in their purchasing process, generating additional sales opportunities.
- Managed telephone and electronic communications with customers, providing information, guidance, and advice.
- Collected and stored relevant customer data in the company’s data management system.
- Followed up with customers via email, phone, or other channels to ensure satisfaction and issue resolution.
Education
Master's degree - Political Science
University of Yaounde, II Soa
Cameroon01.2013
Master's degree - Legal and Political Science
Higher School of Economic And Commercial Sciences (ESSEC)
Cameroon, Douala01.2010
Bachelor's degree - Political Science
University of Buea
Cameroon, Buea01.2009
Skills
- Order Management & Customer Deliveries
- Complaint Management & Tracking
- Cross-Functional Collaboration (The mill, Sales & Retail, Pricing, Logistics, Formulation, Shipping, Supply Chain, Procurement…)
- Process Optimization & SOP Development
- KPI Monitoring & Reporting
- Accurate order and data management
- Continuous Improvement Mindset
Accomplishments
- Revitalized a struggling Customer Service team: Reorganized and motivated a previously demoralized team, improving performance and achieving top departmental rankings.
- Enhanced cross-functional collaboration: Worked closely with Sales, Logistics, Pricing, Supply Chain, Procurement, Sales, and the Mill teams to ensure smooth operations, accurate order fulfillment, and on-time deliveries.
- Implemented process improvements: Designed and documented SOPs (Direct Shipment, Customer &Retail orders Return, Pallet Return) to streamline internal workflows and reduce errors.
Languages
Français (Advanced)
Anglais (Advanced)
Timeline
Customer Service Representative
Trouw Nutrition, Canada
03.2025 - Current
Customer Service Supervisor
Trouw Nutrition Canada
04.2023 - 03.2025
Customer Experience and Loyalty Manager
Glotelho SA - Cameroon, Douala
09.2020 - 03.2023
Senior Customer Experience Manager
Jumia Group - Cameroun, Douala
10.2018 - 11.2019
Customer Experience Manager
Jumia Group - Cameroun, Douala
10.2017 - 09.2018
Customer Service Agent
Jumia Group - Cameroun, Douala
09.2016 - 09.2017
Master's degree - Political Science
University of Yaounde, II Soa
Master's degree - Legal and Political Science
Higher School of Economic And Commercial Sciences (ESSEC)
Bachelor's degree - Political Science
University of Buea