Nfor Didier Remi
Douala
Summary
Dynamic and results-driven bilingual Customer Service Professional {on-site and remote } with over 5 years of experience in dynamic and fast-paced environments. Demonstrated ability to handle customer inquiries, resolve issues, and ensure satisfaction through personalized service delivery. Skilled in building strong relationships and adapting to evolving customer needs, resulting in increased customer loyalty and retention. Proficient in leveraging effective communication and problem-solving skills to enhance the customer experience and drive company goals. Experienced in virtual assistance and proficient in CRM , Microsoft Office Suite, and administrative support functions. Committed to delivering excellence in customer service and contributing positively to team dynamics.
Overview
5
5
years of professional experience
Work History
Travel Consultant
Royalty Travel And Tour
Douala
01.2024 - Current
- Prepared itineraries to deliver travel arrangements to clients.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Coordinated travel arrangements, including flights, hotels, and car rentals, for diverse client base.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds, and providing accurate travel documentation.
- Monitored changes in travel reservations and informed clients of any updates or adjustments.
- Researched hotels and airfare options to best meet client needs and expectations.
- Reviewed team sales, itineraries and packages to verify compliance with travel regulations and internal policies.
- Organized group travel arrangements, coordinating logistics for seamless travel experiences.
- Ensured compliance with company policies regarding safety regulations while planning trips.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Provided customers with detailed information about travel destinations and packages.
- Managed financial transactions related to travel bookings, including invoicing and payments.
- Used successful consultative strategies to close new package sales.
Manager
TK Construction Ltd
Buea Cameroon
01.2023 - 11.2023
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Developed and implemented strategic plans to achieve company objectives.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Implemented quality control measures to uphold company standards.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Monitored staff performance and addressed issues.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
Customer Care Representative (Remote)
Glorious Travels And Tour
Douala
09.2021 - 09.2022
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Took special orders in person and over telephone, generating additional revenue every month.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Answered customer inquiries over the phone and via email.
Customer Service/sale Representative [Remote]
Wills Corp Sarl
Yaounde
07.2019 - 07.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Contacted customers about potential service upgrades, new services and account changes.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated databases with new and modified customer data.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about products and services to customers.
- Took special orders in person and over telephone, generating additional revenue every month.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Surpassed sales goals through implementation of successful marketing strategies.
- Developed strong customer relationships to encourage repeat business.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
B.Tech.-Bachelor of Technology - Transport And Logistics
Citec Higher Institute OfTechnology And Management
Yaounde Cameroon 09-2020
Skills
● Administrative Assistance
● Virtual Assistance
● Client Relationship Management
● Communication and Presentation
● Data Management and Analysis
● Customer Service & Relations
● Task and Time Management
● Problem Solving and Decision-Making
● Scheduling and Calendar Management
● Account Management
● Brand Management
● Business Development
● Market Research
- Outbound and inbound calls
- Cold calling
- Sales support
- Integrated Marketing
- Contract negotiation
- Technical Support Representative
- Calm under pressure
- Sales techniques
- Multi-line telephone operations
- Microsoft Office and PowerPoint
- Computer Networking
- Lead generation
- Persuasive speaking
- Fluent in English and French
Languages
English
First Language
French
Upper Intermediate (B2)
B2
Affiliations
- Nationality: Cameroonian
- Gender: Male
- Marital Status: Married
- Date of Birth: 15/07/1994
Timeline
Travel Consultant
Royalty Travel And Tour
01.2024 - Current
Manager
TK Construction Ltd
01.2023 - 11.2023
Customer Care Representative (Remote)
Glorious Travels And Tour
09.2021 - 09.2022
Customer Service/sale Representative [Remote]
Wills Corp Sarl
07.2019 - 07.2021
B.Tech.-Bachelor of Technology - Transport And Logistics
Citec Higher Institute OfTechnology And Management
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