Therese Joelle Kenfack Mezatio
Ottawa
Summary
Experienced Bilingual Customer Service Specialist (English/French) with a strong track record of delivering exceptional client satisfaction in fast-paced, diverse settings. Skilled in addressing inquiries, overseeing account management, and leveraging technology to streamline operations. Committed to promoting community safety and excited to contribute to Triton Canada\'s mission through innovative problem-solving and impactful bilingual communication.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
WESAC Foundation
01.2025 - Current
- Handled more than 60 bilingual customer queries each day by phone and email with a 98% satisfaction score.
- Achieved a 25% reduction in resolution time through superior processing of agent requests.
- Oversaw a portfolio of 150+ client accounts, enhancing sales with Salesforce CRM.
- Conducted training sessions for new employees, focusing on innovation and core values.
Call Center Agent
Plan international
11.2020 - 12.2024
- Provided support to over 80 clients daily in English and French, addressing technical, billing, and service inquiries
- Contributed to a 20% increase in client retention by identifying upsell opportunities during service calls
- Utilized Microsoft Teams for coordination with cross-departmental teams, ensuring seamless client onboarding
Education
Bachelor - Education
University of Bamenda
Northwest06.2020
Diploma - Education
University of Bamenda
Northwest06.2019
Skills
- Fluency in English and French (written and spoken)
- Customer Relationship Management (CRM)
- Conflict Resolution and Team Collaboration
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams)
- Data Entry and Administrative Efficiency
- Coordination in Hybrid Work Environments
- Salesforce
- Zendesk
- Microsoft Office Suite
Certification
- Certified Customer Service Professional (CCSP) - 2023
- Microsoft Office Specialist (Excel and Outlook) - 2021
- CPR and First Aid (Red Cross) — 2025
Languages
English (Native)
Native or Bilingual
French (working Professional)
Full Professional
Timeline
Customer Service Representative
WESAC Foundation
01.2025 - Current
Call Center Agent
Plan international
11.2020 - 12.2024
Bachelor - Education
University of Bamenda
Diploma - Education
University of Bamenda
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