AKA A.
Senior Bilingual Customer Service Representative
Open to offersNew to PlatformAbout
Alexandre D. is a seasoned Customer Service Representative known for his bilingual proficiency in French and English, offering over 13 years of expertise in managing customer and employee inquiries across multi-channel platforms like phone, email, and live chat. His remarkable career began with Progressons Ensemble in Ivory Coast, where he excelled in delivering exceptional service and resolving complex customer issues, demonstrating strong Complaint & Inquiry Resolution skills. Later, Alexandre served as a Legal Compliance & HR Officer at the Commission Électorale Indépendante, where he managed case inquiries and handled confidential data with utmost professionalism, reflecting his strong abilities in Case Documentation & Data Entry and maintaining Confidentiality & Data Protection. Additionally, his educational background includes a Professional Master's in Human Resources Management and a Master’s degree in Criminology, further enhancing his capacity to adapt to diverse professional environments.
Experience
Legal Compliance & HR Officer – Payroll and Recruitment (Case Management)
Commission Électorale Indépendante (CEI) · 2015 — 2026Addressed employee inquiries, disputes, and case management requests across various offices, ensuring cases were resolved by statutory deadlines. Reviewed case documentation and adhered to appropriate procedures, escalating sensitive issues when necessary. Maintained meticulous records from the inception of cases to their closure, ensuring both traceability and audit readiness. Managed payroll-related HR tasks while ensuring confidentiality of employee and institutional data in compliance with data protection regulations. Assisted in recruitment, training, and workforce coordination in collaboration with multiple internal stakeholders. Delivered high-quality work and adhered to deadlines under significant operational pressure.Customer Care Service Representative
Progressons Ensemble · 2010 — 2013Provided exceptional service through phone, email, and live chat, effectively identifying customer needs and recommending suitable solutions. Managed customer inquiries and complaints from initial contact to resolution, while ensuring a professional and caring approach. Addressed urgent operational incidents by collaborating with Operations and Technical Support teams for timely responses. Resolved complex complaints in accordance with company policies, demonstrating tact and diplomacy. Completed detailed documentation for each interaction, including call logs and data entry, while escalating cases when necessary. Consistently achieved productivity, quality, and response-time targets in a dynamic customer service environment.
Skills & Expertise
Education
- Professional Master's Degree in Human Resources ManagementInstitut Arts et Développements · — — 2022
- Master 1 in CriminologyUniversité Félix Houphouët-Boigny · — — 2015
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