Guy Enoka Babi
Pasig
Summary
Dynamic Help Desk Support Specialist with TELUS International Philippines, adept at incident management and problemsolving. Successfully reduced ticket resolution time and enhanced operational efficiency. Proven ability to collaborate with teams and train staff, ensuring top-notch technical support and customer satisfaction. Recognized for adaptability and a commitment to continuous improvement.
Overview
12
12
years of professional experience
Work History
Help Desk Support Specialist
TELUS International Philippines
Manila
09.2023 - Current
- Coordinated closely with other departments for cross-functional issue resolution when necessary
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques
- Answer questions from escalation team members when it's come for escalation concern, investigate and provide correct resolution
- Ensured compliance with company policies regarding data security during interactions with customers
Customer Care Representative
TELUS International Philippines
Manila
03.2021 - 09.2023
- Streamlined call response times for improved customer experience through effective communication
- Assisted billing and financial adjustment on customer account
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships
Customer Manager Head Of Agency
Concept Sarl
Douala
03.2017 - 11.2019
- Company Overview: Real State Agency
- Analyzed customer feedback data to identify areas for improvement and implemented targeted initiatives
- Launched an online self-service portal empowering customers to access information conveniently while reducing reliance on phone-based support channels
- Established a dedicated support team responsible for managing high-profile clients, ensuring their needs were met consistently
- Championed initiatives aimed at improving overall customer experience across all touchpoints
- Real State Agency
Sales Advisor
Complex Commercial Sans Frontieres
Douala
06.2015 - 02.2016
- Managed key accounts, resulting in increased repeat business and higher revenue growth
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels
- Delivered informative presentations at trade shows, resulting in numerous valuable leads and partnerships
Sales Agent / Test
Saham Insurances
Douala
06.2013 - 08.2013
- Provided timely feedback from customers to the product development team, contributing valuable insights into potential improvements or enhancements
- Coordinated successful trade show exhibitions, showcasing company products to potential clients in a compelling manner
- Developed strong relationships with clients through excellent customer service and regular follow-ups
- Worked closely with cross-functional teams such as operations, finance, and logistics to ensure smooth order fulfillment processes for customers
Education
Some College (No Degree) - Bilingual Education
SECONDARY SCHOOL
DoualaSkills
- Incident resolve
- Remote Support
- Problems Solving Skills
- Adaptability
- Organizational/Methodological skills
- Excel /Microsoft knowledge
- Team collaboration
Languages
- French, Advanced (C1)
- English, Upper Intermediate (B2)
Timeline
Help Desk Support Specialist
TELUS International Philippines
09.2023 - Current
Customer Care Representative
TELUS International Philippines
03.2021 - 09.2023
Customer Manager Head Of Agency
Concept Sarl
03.2017 - 11.2019
Sales Advisor
Complex Commercial Sans Frontieres
06.2015 - 02.2016
Sales Agent / Test
Saham Insurances
06.2013 - 08.2013
Some College (No Degree) - Bilingual Education
SECONDARY SCHOOL