Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Transport
Personal Information
Hobbies and Interests
Certification
READING
Additional Information
Quote
Work Availability
Software
Interests
Websites
Timeline
BusinessAnalyst
Martial C. Mabiala

Martial C. Mabiala

Winnipeg,MB

Summary

Driven Ticketing Executive with 7 years of experience managing ticketing and sales for broad variety of events and venues. Confers with clients to strategize on maximizing ticket sales, supporting sales and operations staff in meeting objectives. Effective team leader exceeding expectations in event attendance and customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience
5
5
Certification

Work History

French & English Customers Services/Ticketing Officer

Mindpearl SA
09.2023 - Current
  • Provide technical support and troubleshooting for hardware and software-related issues
  • Responding to incoming support requests via phone, email, or ticketing system
  • Diagnosing and resolving technical issues for end users
  • Escalating complex problems to 2nd line support and Technical Manager
  • Service Calls: Logging service calls for all SLA (Service Level Agreement) customers
  • Ensure accurate and detailed information is recorded for each service request
  • Documenting supports interactions and resolutions in a helpdesk system
  • Installation Planning: Assist in the planning, implementation, and scheduling of printer installations
  • Coordinate with customers and internal teams to ensure smooth execution of installation projects.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Improved help desk efficiency by creating comprehensive knowledge base articles, enabling faster issue resolution for technicians.
  • Resolved customer complaints with professionalism, ensuring positive customer experiences.
  • Assisted ticketing department staff with handling of internal ticket allotments and allocations for events.

Customer Service Representative/Ticketing Consultant

Mindpearl SA
09.2021 - 01.2023
  • Work for a prestigious airline brand in various work streams
  • Assistance to passengers with pre & post flight departure travel-related queries in customer relations department in French & English languages
  • Work on renowned airline reservations systems & handle voice calls, written correspondence & other multimedia channels daily
  • Daily interactions with international passengers regarding queries and compliments.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.

Senior Back Office & Customer Sales Representative

Lufthansa
01.2019 - 01.2021
  • - Answers phones and responds to airline customer requests
  • - Identifies, researches, and resolves airline customer issues
  • - Follows-up on airline customer inquiries not immediately resolved
  • - Completes call logs and reports
  • - To problem solve on site issues which impact on business customer experience at Brussels airport
  • - Assist Business customers during flight irregularities, coordinating communication with affected passengers to ensure passenger experience remains positive
  • - To take service recovery measures when appropriate to protect customer experience.
  • Built strong relationships with clients through attentive service, leading to repeat business and referrals.
  • Emphasized product specifications to meet customer needs.
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Assisted call-in customers with questions and orders.
  • Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.

Technical Customer Support Consultant (French-English)/Translator Content English to French

Fuel online
01.2018 - 01.2019
  • - Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over Internet
  • - Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • - Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
  • - Offer alternative solutions where appropriate with objective of retaining customers' and client's business
  • - Follow up and make scheduled call backs to customers where necessary.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
  • Oversaw inventory management efforts within team, ensuring accurate tracking and allocation of support resources.
  • Assisted in development of knowledge base articles, empowering clients to find answers independently when possible.
  • Coordinated closely with sales teams to identify potential upsell opportunities during troubleshooting interactions with customers.

Education

MASTER GRATE IT SOUTH AFRICA - MCS

Master Grate IT
CAPE TOWN SOUTH AFRICA
06.2020

CERTIFICATE (LUFTHANSA TICKETING) - Global Studies

LUFTHANSA
CAPE TOWN SOUTH AFRICA
06.2021

CERTIFICATE (BRUSSELS INDUCTION) - AIRLINES TICLETING AND RESERVATION

MINDPEARL SA
CAPE TOWN SOUTH AFRICA
10.2021

No Degree - GLOBAL DATA BASE PROTECTION

LUFTHANSA AIRLINES CERTIFICATE
CAPE TOWN
07.2021

BACHELOR'S DEGREE IN LUIGUISTIC ABILITY IN BUSINESS - LIGUISTICS & ARTS

YAOUNDE 2
CAMEROON, YAOUNDE
01.2015

Bachelor of Arts - LIGUISTICS

UNIVERTY OF YAOUNDE 2
YAOUNDE
09.2012

METRIC

VICTOR AUGAGNEUR
POINTE NOIRE, REPUBLIC OF CONGO
06.2008

No Degree - CUSTOMER SERVICE & SUPPORT

UDEMY
ONLINE
10.2022 - 10.2022

Skills

  • Communication
  • Amadeus
  • Ticketing
  • Call Structure
  • Troubleshoot
  • Microsoft Office
  • Reservation Systems
  • Complaint Handling
  • Social Media
  • Foreign Languages
  • Customer Service
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Time Management
  • Problem-solving abilities
  • Multitasking Abilities
  • Team Leadership
  • Active Listening
  • Adaptability and Flexibility
  • Decision-Making
  • Phone and Email Etiquette
  • Data Entry

Accomplishments

  • Supervised team of 15 staff members.
  • Resolved product issue through consumer testing.
  • Achieved through effectively helping with coaching.

Languages

French
Native or Bilingual
English
Full Professional

Transport

Yes

Personal Information

  • Passport Number: OA0455554
  • Criminal Record: None
  • Gender: Male
  • Driving License: Code 8 Owner
  • Marital Status: Married

Hobbies and Interests

  • Reading
  • Internet
  • Traveling
  • Singing
  • Meeting new people

Certification

  • CTC - Certified Travel Counselor
  • Certified Data Protection, Lufthansa Group- 3 Months
  • Certified Ticketing, Lufthansa - 3 Months
  • Certified Ticketing, Brussels Airlines/Mindpearl SA - 2 Months


READING

Excellence

Additional Information

I can work any shift, day or night. I have a full covering Internet at home to connecting with cable.

I can work from Home/on Site, I can relocate any place at any time.

I can use my own laptop or the company PC.

Quote

The price of anything is the amount of life you exchange for it.
Henry David Thoreau

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

AMADEUS TICKETING

Interests

AMADEUS TICKETING

CUSTOMER SERVICES

CUSTOMERS SPECIALIST

RESERVATIONIST

TRAVEL AGENTS

AIRLINES

TRAVEL CONSULTANT

CUSTOMER EXPERIENCE

Timeline

French & English Customers Services/Ticketing Officer

Mindpearl SA
09.2023 - Current

No Degree - CUSTOMER SERVICE & SUPPORT

UDEMY
10.2022 - 10.2022

Customer Service Representative/Ticketing Consultant

Mindpearl SA
09.2021 - 01.2023

Senior Back Office & Customer Sales Representative

Lufthansa
01.2019 - 01.2021

Technical Customer Support Consultant (French-English)/Translator Content English to French

Fuel online
01.2018 - 01.2019

MASTER GRATE IT SOUTH AFRICA - MCS

Master Grate IT

CERTIFICATE (LUFTHANSA TICKETING) - Global Studies

LUFTHANSA

CERTIFICATE (BRUSSELS INDUCTION) - AIRLINES TICLETING AND RESERVATION

MINDPEARL SA

No Degree - GLOBAL DATA BASE PROTECTION

LUFTHANSA AIRLINES CERTIFICATE

BACHELOR'S DEGREE IN LUIGUISTIC ABILITY IN BUSINESS - LIGUISTICS & ARTS

YAOUNDE 2

Bachelor of Arts - LIGUISTICS

UNIVERTY OF YAOUNDE 2

METRIC

VICTOR AUGAGNEUR

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Martial C. Mabiala