Ataa Mensah
Summary
Bilingual Customer Experience Associate skilled in programming and data analysis, with a strong record in customer support and SLA compliance. Dedicated to improving customer satisfaction in a fast-paced, global setting in order to fulfill the company's mission as a French/English FP&A Customer Experience Specialist.
Overview
5
5
years of professional experience
Work History
French-speaking Customer Experience Associate
Conduent International (Google client)
REMOTE-UK
04.2022 - 02.2024
- Oversaw and fixed more than fifty customer questions and technical problems every day for Google's varied French-speaking user base, demonstrating proficiency in handling pressure and setting priorities
- Sales data was analysed, managed, and tracked monthly using Salesforce CRM
- This exceeded SLA specifications and helped the team attain high customer satisfaction scores
- Managed bilingual customer support for French and English-speaking clients, resolving over 1,500 inquiries per month, which increased customer satisfaction ratings by 25%.
Senior Customer Support Associate French Speaker
CCA International Group/Comdata Made.com
LONDON
10.2020 - 03.2022
- Managed customer inquiries and billing issues, streamlined logistics with warehouse operations, and worked with teams to align business requirements with customer needs, enhancing satisfaction rates
- Helped create customer support procedures that matched business SLAs and used Zendesk to improve tracking and communication
- Leveraged fluency in the French language to effectively communicate with French-speaking clients and address their inquiries promptly.
Customer Success Manager Intern
Intuit QuickBooks Fintech SaaS Company I
Remote -UK
06.2020 - 09.2020
- Analysed market trends for customer experience enhancement and exceeded customer expectations by integrating feedback for service improvement
- Utilised Salesforce CRM to track and manage service requests, ensuring timely resolution and improved customer relationships
- Contributed to API development and NPS tracking by utilising SQL and Python to analyse customer data, resulting in a 15% reduction in churn rates.
TECHNICAL CUSTOMER SUPPORT EXECUTIVE
Ford Motors
Essex-UK
01.2019 - 08.2019
- Utilised knowledge of mobile applications and customer support tools to address customer inquiries and provide effective solutions, resulting in a 95% customer satisfaction rate
- Managed duties effectively using technical skills such as CRM software and email automation tools, ensuring seamless operations within the office
- Delivered troubleshooting support and created comprehensive documentation for FordPass app, fostering strong dealership relationships and resolving over 1000 helpdesk tickets.
Education
MSc Computer Science With Data Analytics -
University of York
01-2023
Bachelor of Business Engineering -
Icademie/Ecoris (Digital Business School)
09-2020
Skills
- Advanced Customer Support & Client Service Delivery
- CRM System Mastery (SAP CRM, Salesforce, Zendesk)
- Advanced Data Analysis & Interpretation & Service Management (Power BI, Tableau, Qlik, Alteryx)
- Adept in Programming Languages (SQL, Python)
- Cross-functional Team Leadership & Coordination
- Microsoft Office Suite (Advanced Excel, Visio, SharePoint)
- Inbound Call Management
- LiveChat Messaging
- Administrative and Office Support
- Customer Account Management
- Professional telephone demeanor
- Translation and Interpretation Services
- SLA Adherence & Management
- Fluent in French & English
Languages
French
First Language
English
Proficient (C2)
C2
Certification
Google Foundatation Certificate Data Data Everywhere
Interests
DATA SCIENCE
FEMALE DATA ANALYST
Timeline
French-speaking Customer Experience Associate
Conduent International (Google client)
04.2022 - 02.2024
Senior Customer Support Associate French Speaker
CCA International Group/Comdata Made.com
10.2020 - 03.2022
Customer Success Manager Intern
Intuit QuickBooks Fintech SaaS Company I
06.2020 - 09.2020
TECHNICAL CUSTOMER SUPPORT EXECUTIVE
Ford Motors
01.2019 - 08.2019
MSc Computer Science With Data Analytics -
University of York
Bachelor of Business Engineering -
Icademie/Ecoris (Digital Business School)
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