Sylvestre Abanda
Hamilton,ON
Summary
Results-oriented bilingual professional with 10 years of experience in sales, retail and customer care. Fluent in English and French, skilled at fostering relationships and boosting revenue in competitive markets. Solid background in offering strategic guidance and assistance, with a proven history of implementing solutions to improve operational efficiency and stakeholder satisfaction.
Overview
8
8
years of professional experience
Work History
Bilingual Card Advisor
Royal Bank of Canada, RBC
02.2025 - 07.2025
- Answering inquiries, providing assistance, and resolving issues related to credit cards, including account access, payments and fraud prevention (45 calls/day).
- Communicating effectively with customers in both French and English, ensuring clear understanding and accurate information (45 calls/day).
- Escalating complex cases, and documenting interactions to maintain accurate records (10 cases/day).
- Understanding the features and benefits of different credit cards, as well as relevant industry regulations (Personal and Business).
- Providing consultative advice and potentially assisting with sales or upgrades to credit card products (10 sales/day).
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
Floral Merchandiser
Goliath Grower Services
12.2024 - 02.2025
- Oversee the placement of arrangements and displays at the Grimsby Canadian SuperStore (More than 10000 flowers and 20 references).
- Manage the inventory for the Grimsby Canadian SuperStore by switching out new arrangements according to a predetermined schedule.
- Check orders, remove unsaleable stock and complete reports to account for sales numbers (02 orders per week).
- Collaborated closely with customers to create unique designs for bouquets, wreaths, and gifts.
- Increased store sales by creating attractive floral displays that captured customers' attention. Completed efficient store resets to prepare the store for special promotions and seasonal updates.
Sales Support Coordinator
Orange Cameroon
07.2021 - 11.2024
- Achieved quarterly market events, driving customer engagement and sales growth. Coordinated innovative marketing campaigns across digital and traditional channels
- Customer Experience: Enhanced customer journey and implementation of a CRM system
- Monitored sales data analysis across 17 shops and 47 franchises nationwide, ensuring accurate reporting to support strategic decision-making aimed at increasing profitability
- Trained partners and coached sales teams, improving performance and collaboration
- Improved overall efficiency of the sales department by organizing schedules, coordinating meetings and maintaining accurate records.
- Boosted sales productivity by streamlining sales support processes and implementing new tools.
Indirect Sales Manager Southwest
Orange Cameroon
12.2017 - 06.2021
- Achieved key performance indicators for customer recruitment, numeric distribution, and out-of-stock follow-up in various zones. Led regional distribution, captured 20% market share, reduced stockouts by 30%, and enhanced efficiency. Coordinated distribution network expansion, driving a 56% increase in sales points and 31% revenue growth over 3,5 years
- Analysed market trends, identified growth opportunities, and informed strategic decisions.
- Implemented marketing strategies to boost sales and strengthen brand presence.
- Collaborated closely with marketing teams to create promotional materials tailored specifically for indirect sales channels.
- Conducted quarterly business reviews with partners to assess performance against targets, identify areas for improvement, and develop action plans for growth (4 meetings/year).
- Expanded market reach by identifying and onboarding new channel partners. Developed training for distributors, ensured quality service, and increased customer satisfaction (12 training sessions/year).
Education
Professional Bachelor's Degree - Marketing
University of Dschang (ISMA)
Cameroon Douala09-2008
Skills
- Banking
- Sales and Negotiation
- Retail (mass market)
- Sales Force Management
- Marketing
- Merchandising
- Customer Experience
- Proficient in computer applications
- Creative displays
- Floral preservation
- Visual Merchandising
- Floral shop assistance
Languages
English
Full Professional
French
Full Professional
Timeline
Bilingual Card Advisor
Royal Bank of Canada, RBC
02.2025 - 07.2025
Floral Merchandiser
Goliath Grower Services
12.2024 - 02.2025
Sales Support Coordinator
Orange Cameroon
07.2021 - 11.2024
Indirect Sales Manager Southwest
Orange Cameroon
12.2017 - 06.2021
Professional Bachelor's Degree - Marketing
University of Dschang (ISMA)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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CERTIFICATION: Customer Service Fundamentals
The Customer Service Fundamentals Certificate by The Customer Service Fundamentals Certificate from Coursera has provided me with valuable insights into delivering exceptional customer experiences, effective communication, problem-solving strategies, and building meaningful relationships with clients.
Personal Information
Driving License: G