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Click here or scroll down to respond to this candidate1 P a g eCandidate's Name
Product & Training Coach Quality Assessor Professional Client Business Partner Service Delivery Specialist Corporate Trainer Inspirational LeaderAn entrepreneurial, customer and client-centric Service Delivery Lead, Ghislain is responsible for Coaching/Training and Mentoring, Quality Assessor, Performance, Development and Management of key customers, 3rd party consultants and an internal team of Account Managers/Customer Service Hosts. He is a high-performing customer advocate Leader with +15 years' experience in leading teams working on the most complex products and initiatives at DigiOutsource (DOS) till April 2023 and other organizations. He is detail oriented with experience in process improvement to reach KPIs and targets. This has been achieved working with diverse teams, finding solutions that works for teams, knowing that teams are different as well as all employees, and they should be treated as such. As a result, Ghislain has a track record of building successful teams and working also with established teams transitioning to or improving their Lean and Agile practices. He is an influential Manager with the ability to empower teams to deliver exceptional service management, work collaboratively to design innovative solutions and achieve high-quality standards. Experienced and proactive business leader who has successfully performed Strategic Account Management and Service Delivery oversight roles with clients in various sectors. He is a strong team player able to build highly capable units to deliver real business benefit to clients and employers. EXPERTISE: Service Delivery Strategic Account Management Quality Assurance Coaching Training Employee Engagement Team Building and Team Management Change Management People Management Business Strategy Contact Center Start up Leadership 2 P a g eTransformational LeadershipGlobal Operations ManagementProject ManagementLeadership Coaching & MentorshipBusiness Management and StrategyNegotiationCross-functional Team LeadershipEntrepreneurshipHuman Resource ManagementPERSONAL DETAILSFull Name Ghislain LonjiLast Name NtenguD. O. B 05/22/1978Address 9 Elizabeth Road E2 Princeton Village Portland Maine 04102 Email EMAIL AVAILABLEMobile PHONE NUMBER AVAILABLELanguages English French SwahiliDrivers License YesEDUCATION 2019 : PgDip in Management Practice with Specialization in Business Management UCT (GSB) 2014 : National Diploma in Associate in Management UCT (GSB) 2010 : Diploma in Information Technology from UNISA (Incomplete) 2002 : Diploma in Information Technology from CPUT (Incomplete) 2001 : N4 Introduction to the Course of computer Microsoft from Cape College MEMBERSHIP, CONFERENCES AND LEADERSHIP2019 Chief Operating Officer of Lets Leaders Talk (LLT), a Non-Profit Organization KEY SKILLS AND EXPERIENCE Quality Assurance Customer Service Key Accounts Management Mentorship and Coaching Leadership Service Delivery Management Relationship Management and Contract Negotiation Learning and Development Training Facilitator Talent Management3 P a g ePROFESSIONAL EXPERIENCEService Quality and Product Coach April 2017 April 2023Report to the Customer Service ManagerDirect Reports: Hosts French Speaking Customer Service Hosts Per ShiftServicing clients from USA Canada France Belgium Switzerland and AfricaWork in conjunction with the Team Lead to contribute to the teams development and ongoing improvement of quality measureProactively build knowledge base of the team and support the team on leads on building Hosts confidence levelsHelp identify knowledge gaps through trend analysis and on the floor coaching and ensure these knowledge gaps are addressed through adequate trainingEnsure that Wikis/FAQs are up to date with the most recent and relevant informationStay abreast of changes within the business, new product knowledge and ensure this information is transferred to hosts(agents)KPI to incorporate number of Live Coaching and Feedback per Host in team Live Coaching on the Floor:In the moment (real time) coaching extract samples of contacts in the live environment, assess the contact and capture the results in the relevant QA formConduct feedback sessions on live contactsCapturing and reporting on findings from Live Coaching on relevant QA form Trend Analysis and Reporting:Address areas highlighting by QA score cards and trendsDeliver feedback to Hosts, monitor and track improvement, ensuring that relevant action plans are established to correct behaviors or trends.Track trends based on reporting and identify training requirements based on trends- Isolate, according to reporting, hosts for trainingCollate all the Hosts Live assessments, Wats and essential skillsReport irregularities in teams to Service or Markets Manager Coaching and knowledge availability on the floor:Ensure that I am available to assists Hosts with questions or queries in the live environmentUse these opportunities to coach and upskill hosts on knowledge gapsCatch Hosts before they fall, save queries that can develop into a compromise customer experience Incubation Process:Assist the training department with new starters in the company during the last week of trainingIncubate new starters the first week or shift cycle in the live environmentFeedback observations and recommendations to the Team Leader and Service ManagerProvide feedback and recommendation to the Training Department Wat Sessions/Power Wat sessions:Use findings from Live Coaching and QA trends to identify topics that need to be coveredSet up, Scheduling and execute these sessions focusing on technical trainingTo document attendance and success of coaching for Service Managers considerationKeep records of coaching doneIdentify case studies for training purposes4 P a g eQuality Assessor August 2015 April 2017The responsibility of the quality assurance (QA) department is to monitor and identify the calls that are failing to meet the pre-defined standards. These standards are monitored by means of a telephonic script or guidelines that agents are to follow, to ensure that incoming and outgoing calls are handled with excellence. The script/guidelines include, but are not limited to: Call answering, Engaging the customer; Use of available resources; Objection handling/Issue resolve; Call closing.Agents who have a low QA score average receives coaching. This does not mean that the agent is being reprimanded. Coaching is an aid/assistance to the agent that helps to improve his/her scores by means of tips and refresher training. This is an essential part of the QA process as a consistent low score indicated that the required information is not reaching the client and can result in churn.Assessing the quality of employees' work in order to find the gap where they need attention and report to their manager and the training department in order to up skill the designated areasAssist the training department with training of new intakes and existing staffPlan and deliver training coursesProvides mentoring & coaching to staff during training cultureFacilitate learningProduct training in line with Digioutsource training materialCoaching staff during training and afterFacilitate activities to make the training experience for learners exciting with learning taking place.Interact with agents to understand them and their learning stylesTelephonically assess new learners/intakesCall Quality AssessingFacilitate new QA'sConducting and coordinate Calibration sessionCollate and submission of reportsCustomer Service Host May 2008 July 2015Handled inbound calls/emails/chats with the internationally based players/clients according to company standardsMade record keeping of welcome calls and escalations as described through the escalations data baseHandled shift reports with regards to testing of phone lines/email accountsLogged all incoming and outgoing telephonic calls/mails/chats with detailed notes on relevant data basesConducted research on customer accounts registered on company networksCompleted routine administration as well as ad hoc related tasks assigned during shiftsMade sure that I stayed abreast with changes in systems/procedures and informationConducted Risk and Fraud investigations on customer accounts and verification documents (i.e. Identity Doc/Passport, Utility Bill; Credit Card Copies) prior to processing the online payments or large sum e-wallet or credit card deposits onlineMonitored activities of customers in casino and poker tables online for any possible fraudulent activities (such as chip dumping, embezzlement etc.)Mentor and Coach October 2007 May 2008Twenty4help - Teleperformance (Hewlet Packard HP)https://www.teleperformance.comMentoring and coaching team members in every product that the company dealt withThe company was outsourcing business from Hewlet Packard (HP), we assisted customer from UK with all their electronic devices that had issues, and we liaised with logistics in Belgium and FranceEvery new product was first being presented to mentors, whose duty was to mentor, train and coach team members5 P a g eCall Center Team Leader April 2006 September 2007 Business Zone (Events)Provide unique bespoke training to individuals and groupsCreate coaching content with a more holistic approach to training and development for clientsDesign training models that develop individualsOffer unique intensive training and support programsTrain and develop world class employeesSales and Financial Advisor February 2005 March 2006 Liberty Life Franchise Office, BelvilleSelling policieshelping clients doing the Financial Need AnalysisServicing the clientsMonitoring and review their policies in order to suggest them relevant and accurate policiesSubscribing and signing themCall Centre Agent October 2004 February 2005Media DevSelling and distributing software in France and Belgium (product of IBM and BEA) Previous EmploymentFloor Manager October 2003 October 2004The Forresters Arm Pub RestaurantSupervisor January 2000 April 2000Mark Coetzee Art GalleryHead Waiter April 2000 September 2000Flame glow RestaurantBarman and Manager September 2000 October 2003 The Curve Bar & RestaurantReferences available on request |
