Flaubert Djimeli
Customer Support Executive at Unibuddy- Claim this Profile
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Bio
Credentials
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Lean Six Sigma Yellow Belt
100% Effective LtdDec, 2017- Nov, 2024
Experience
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Unibuddy
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United Kingdom
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Technology, Information and Internet
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1 - 100 Employee
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Customer Support Executive
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Dec 2021 - Present
Responsibilities: Adequately troubleshoot client issues with the dashboard, test on staging and production environments using mobile and web applications. Resolve issues where possible and escalate bugs as required. Manage client onboarding, complete dashboard implementation and perform quality assurance on the admin dashboard before handover. Provide admin and ambassador training sessions and update Unibuddy help centre articles where necessary. Effectively collaborate with the Customer Success Managers, Product Managers and other relevant persons within various departments when the need arises. Collect and analyse data on key performance indicators(KPI’s), Conduct detailed analysis, understand user needs and suggest ideas for product enhancement. Facilitate client CRM integration with Unibuddy for both API and Webhook connections. Show less
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Betterspace
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United Kingdom
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Human Resources Services
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1 - 100 Employee
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Customer Success Executive
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Jul 2020 - Nov 2021
Responsibilities: Troubleshoot customer issues, resolved tickets where possible and escalated to the Tech team in a timely manner following standard operating procedures. Carried out testing on staging and production environments using mobile and web applications, provided feedback from testing and escalated bugs once the test is completed. Organised ticket review sessions, introduced new processes and constantly gathered ideas for workflow improvements. Reviewed and determine solutions to improve customer support systems and processes. Managed feedback from customers and updated FAQs as required to provide useful information for customer inquiries. Liaised with the support team and other departments on any decision-making that required further review of customer information provided. Show less
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WorldRemit
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United Kingdom
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Financial Services
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300 - 400 Employee
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Customer Support Analyst (Transaction Monitoring)
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Dec 2016 - Jun 2020
Responsibilities: Applied Salesforce, Control Money, Machine learning reports, Emailage, Device ID and other business tools for extracting information, identify problem areas and make business related decisions. Worked closely with correspondents in different countries to rectify and update on transactions that required technical support. Maintained ethical expectations of the business and facilitated the onboarding process of new users to ensure customer journey is smooth and successful. Participated in meetings and workshops, followed up on business updates, captured changes and other business developments. Assisted with training new employees within the team in certain areas of my expertise, to ensure they get up to speed with skills required in executing certain tasks. Managed existing and new business products with good knowledge and understanding of the product functionalities. Performed troubleshooting on customer tech issues, resolved tickets in a timely manner and escalated to the Tech team if need be. Captured feedback from customers and updated FAQs as required to provide useful information for customer inquiries and knowledge of the service. Show less
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King's College Hospital NHS Foundation Trust
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United Kingdom
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Hospitals and Health Care
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700 & Above Employee
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Customer Operations Officer
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Sep 2014 - Nov 2016
Achievements: Massively contributed to the experience of patients and visitors, applied a holistic approach to drive the standards of customer satisfaction. Maintained ethical requirements to patients’ data and updated internal applications (EPR and PIMS) as required . Provided administrative and technical support on IT systems related issues across the department. Achievements: Massively contributed to the experience of patients and visitors, applied a holistic approach to drive the standards of customer satisfaction. Maintained ethical requirements to patients’ data and updated internal applications (EPR and PIMS) as required . Provided administrative and technical support on IT systems related issues across the department.
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Sainsbury's
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United Kingdom
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Retail
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700 & Above Employee
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Customer Service Team Lead
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Sep 2011 - Aug 2014
Achievements: Developed strong team engagement, an aptitude for a flexible approach to meeting timelines. Confidently liaised with other departments on the need to understand and provide sustainable solutions that met the customer expectation. Supported workshop activities and shared valuable business ideas, managed workforce planning, training of new starters and promoted a culture of learning. Achievements: Developed strong team engagement, an aptitude for a flexible approach to meeting timelines. Confidently liaised with other departments on the need to understand and provide sustainable solutions that met the customer expectation. Supported workshop activities and shared valuable business ideas, managed workforce planning, training of new starters and promoted a culture of learning.
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Education
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2011 - 2013
Cardiff Metropolitan University
Bachelor of Arts - BA, Business Studies and Management
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