Officer Handling Complaints Specialist ( Customer Services



  • Parle couramment Français - Anglais
  • connaissance des outils bureautique
  • connaissance en gestion de portefeuille client


BTS en Communication d' Entreprise, Mention Bien
Licence en Gestion Commerciale Mention Très Bien
Licence en Anglais , Mention Bien
Maitrise en Anglais , Mention Bien

Work Experience

2015 - Present Officer Complaint Handling (Mobile Money Back office) Specialist – MTN Benin
• Positioning of MTN Mobile money products: visit on February 19, 2018 to MTN branches and training of customer representatives in branch and Merchants
• Reduction of turn over : Implimentation of Service Level Agreement (SLA) to partners MFS AFRICA, WORLD REMIT, TERRAPAY with 27% reduction of request processing time over 2 years
• Launching World Remit partnership with MTN Mobile Money in 2018: testing on a sample of 30 customers out of the active Mobile money user’s database, collect feedback and report of activities
Results: "Best MTN customer experience 2018 award"

2013 - 2015 Customer Service Representative – MTN Benin
• Acting as the branch manager for 3 months: Empowerment of customer representatives on the management of customer requests, reduction of dependence on IT support to 5%
• Mobile customer service: field assistance to customers in areas where branches are absent for MTN service & products, 12 % reduction rate of detractors for the first quarter

2010 - 2013 Call Center Agent (MTN Call Center) - MTN Benin
• First call resolution rules: Training on active customer listening, mastering of products and services
33% increase resolution on first call over

Results: Best MTN Call Center Agent award


Aime assister à tout séminaire portant sur finance numérique , l'amélioration et la fidélisation de la clientèle,





  • Last online 27/09/2021 11 h 40 min