Fermont Mpika Ngouadi

Customer Service Agent

eCore Services

Jan 2021 - Current (4 years 10 months)

I'm responsible for handling incoming traffic (by telephone, mail, live chat). I provide service to our customers (B2B and/or B2C) and try to exceed their expectations during each call. • Handling high-volume outbound calls per day in English and French • Achieve the qualitative and quantitative personal goals to contribute to the team and department targets.

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Management Consultant, Customer Service, Sales, Geology

Self Employed

Dec 2020 - Current (4 years 11 months)

South Africa. ✓ Team Management • Interacting and provides assistance to various Customer Group/geological exploration ✓ Wellsite Geologist team in the field training remotely via phone call, live chat and email in French and ✓ Geotech Engineer English to achieve their goal and exceed monthly sales objectives. English: Intermediate French: Fluently • Coaching business owners and professionals to boost revenue and attract new customers. Software: Proficient in Microsoft • Maintain team and site level awareness of quality, productivity and efficiency. Work with Office, Excel, Word, Power Point & supervisor to make improvements as necessary Outlook, Microsoft project,

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Management Consultant, Customer Service, sales representative, Geology

Self Employed

Dec 2020 - Current (4 years 11 months)

South Africa. ✓ Project management Interacting and provides assistance to various Customer Group/geological exploration team in the field training remotely via phone call, live chat and email in French and English to achieve their goal. Coaching business owners and professionals to boost revenue and attract new customers. Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary

Management Consultant / Customer Service / Sales

GEOLOGY University of Calgary

Dec 2020 - Current (4 years 11 months)

Duties & Responsibilities: • Interacting and provides assistance to various Customer Group/geological exploration team in the field training remotely via phone call, live chat and email in French and English to achieve their goal and exceed monthly sales objectives. • Coaching business owners and professionals to boost revenue and attract new customers. • Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary

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Management Consultant

Self Employed

Dec 2020 - Current (4 years 11 months)

Duties & Responsibilities: • Interacting and provides assistance to various Customer Group/geological exploration team in the field training remotely via phone call, live chat and email in French and English to achieve their goal and exceed monthly sales objectives. • Coaching business owners and professionals to boost revenue and attract new customers. • Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary

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Team Leader Customer Service

Document Branch Claims / Call Center

Dec 2016 - Dec 2020 (4 years 1 month)

Overseas Administration Management (Tray International) Cape Town, South Africa. Duties & Responsibilities: Responsible for coordinating, motivating and leading a team of insurance claims and call centre staff. Inside worldwide movers' company, life insurance division to manage, support, train, guide develop a claims team to ensure that the team complies with goals, objectives and standards of the claims department and organization in order to meet customer satisfaction, deadlines and manage the risk of the organization and follow the team with: - Requesting outstanding documents to branches.

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Member

CCMG South

Dec 2016 - Mar 2020 (3 years 4 months)

Africa since September 2017 with Overseas Administration Management (Tray International) Cape Town, South Africa. BPO -Team leader Certificate. Duties & Responsibilities: • Responsible for evaluating customer complaints with regards to our insurers as well

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Insurance Claim File Administrator

Document Branch Claims / Call Center

Dec 2016 - Mar 2020 (3 years 4 months)

Duties & Responsibilities: • Responsible for evaluating customer complaints with regards to our insurers as well as directly negotiating with the client in as far as reimbursement proposals are concerned. • Authentication import-export documents and analyse moves from departure to destination. • Reject the customer complaints according to the terms and condition signed between the movers and customers. • Verification of debtor's account. • Send the reimbursement proposals to the customer in French and English. • Send reimbursement proposals accepted by the customer to payment. • Keeping record of customer and the branches interaction in hard copy and computer. • Interacting with client and branches via phone call, live chat and

Call Center Agent / Data Capturer

FIDI Academy

Dec 2015 - Dec 2016 (1 year 1 month)

From December 2015 - December 2016 and air - Fidi Academy. Overseas Administration Management (Tray International) Cape Town, South Africa. Duties & Responsibilities:

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Call Center Agent

Data Capturer

Dec 2015 - Dec 2016 (1 year 1 month)

Duties & Responsibilities: • Answering customers' queries with regards to their shipment. • Taking appointments for sales representative based in Paris. • Identify customer needs, clarify information and provide solution. • Manage large amount of inbound and outbound calls in a timely manner. • Inform and explain the product procedures to clients. • Obtain client information through telephone and email. • Maintain and improves quality results by adhering to standard and guidelines and provide a weekly statistics report with regards to the call center activities, train on the C.C.

Project Geologist

MPD Congo

Feb 2012 - Mar 2015 (3 years 2 months)

Duties & Responsibilities: Responsible for planning, coordinating, motivating and leading a team of Geology, Geotech Engineering and Geotechnical staff to achieve exploration target, feasibility study and Direct shipping ore Project.Inside a major worldwide mining company, Geology division to manage, support, train, guide develop a junior team to ensure that the team complies with goals, objectives and standards of mining exploration in order to meet investors satisfaction, deadlines. Travel around exploration (Mauritania) and production (Republic of Democratic of Congo) project group in Africa to exchange, learn experience and manage the risk of the group. Achieve all project in time work and follow the team with: • Metallurgi

Exploration Geologist/Geotech Engineer

MPD Congo

May 2010 - Feb 2012 (1 year 10 months)

(Glencore iron ore) - Pointe-Noire, Congo Duties & Responsibilities: Inside a major worldwide mining company, geology division, responsible and Drilling Supervisor for Exploration planning, coordinating, motivating and leading a team of geology, Geotech Engineering and geotechnical staff to achieve exploration target, support, train, guide develop a junior team to ensure that the team complies with goals, objectives and standards of mining exploration in order to meet investors satisfaction and achieve exploration deadlines in time. I accomplished the following task: • Diamond Drilling Supervisor day and night (including geological, geotechnical logging and sampling), • Supervisor Niton XRF, • Manage and supervise hydrological Drill

Data Preparator

Total EP

Dec 2008 - Dec 2010 (2 years 1 month)

GADAMA Project (Geosciences Affiliate Data Manager)

Total E&P Congo

Jan 2008 - Jan 2010 (2 years 1 month)

inside a 5 major oil companies, Geoscience department responsible to generate new data base with old well oil and un new well oil drilled with success and failed, in production or dry in order to have a wells' data base for good interpretation and good decision for new group drilling project. I accomplished the following task: Update wells' data base (well header, directional survey, core acquisition and analysis, pressure, Perforation, SWC acquisition and analysis, markers, layer, reservoir properties, well test ). Restoring all drilling data and completions then loaded into Finder, Schlumberger software.

Exploration Geologist

Pilatus Energy Congo

Jan 2007 - Dec 2007 (1 year)

Congo Duties & Responsibilities: • Open geochemistry, geothermal and seismic lines. • Temperature Acquisition. • Geophysics • Development of planning activities. • Managing a budget. • Implement technical report. • Exploration Geologist, mine exploration in Congolese coastal basin. Mud logger

team leader

In Earth Sciences

2005 - 2006 (1 year 1 month)

Master degree • Investigation client's loss of box/bag during move. In Earth Sciences (Geology). • Answering front line calls from customers. Marien NGOUABI University. • Advise and Contact clients regarding the claim processing with the insurers. • Monitoring random calls to improve quality, minimize errors and track call centre and

Fermont Mpika Ngouadi

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