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Lewis F. — Mid-Level Bilingual Customer Experience and Operations Specialist from Philippines

Lewis F.

Mid-Level Bilingual Customer Experience and Operations Specialist

Philippines 2-3 years
Open to offersNew to Platform
Languages
EnglishFrench
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About

Lewis N. is a seasoned French Bilingual Customer Experience and Operations Specialist with extensive expertise in the BPO sector, specializing in technical support, quality assurance, logistics, and freelance content creation. Based in Pasig City, Philippines, he has demonstrated proficiency in supporting international clients by resolving service and technical issues while monitoring performance against crucial KPIs and SLAs. In his role at UCIT Philippines, Lewis managed high-volume workloads, ensuring seamless service delivery through meticulous coordination. Previously, at Dynamic Solutions Inc. and TELUS International Philippines, he excelled as a Call Quality Analyst and a Technical Support Representative, respectively. His skills in Customer Experience and KPI Monitoring are complemented by fluency in French and English, allowing him to thrive in international roles. Additionally, Lewis has a commendable track record as a writer at Seeker Stories, focusing on narrative-driven content and fiction. His analytical abilities and strong communication skills have made significant contributions to logistics and international trade support at Ndarow Holding SA. His technical proficiency with CRM and support tools like Salesforce and Zendesk underscores his capabilities in enhancing customer satisfaction.

Experience

  • French Bilingual Remote Concierge Specialist III

    UCIT Philippines / ECAM · 2024 — 2026
    Delivered comprehensive concierge and customer support services to international clientele. Managed client bookings and service inquiries promptly and accurately. Ensured issue resolution while adhering to customer satisfaction and quality standards. Collaborated with internal and external teams for effective service delivery. Handled high workloads while maintaining precise and quality service.

  • Content and Contemporary Fiction Writer

    Seeker Stories · 2024 — Present
    Produced original long-form contemporary fiction and narrative content for both digital and literary platforms. Oversaw serialized storytelling projects that included elements such as character development and narrative continuity. Engaged in writing, editing, and refining content for improved clarity and emotional impact. Carried out developmental editing to enhance story structure and thematic consistency. Ensured editorial standards across intricate narrative frameworks and ongoing projects. Fostered audience engagement through community-oriented content and storytelling.

  • French Bilingual Call Quality Analyst

    Dynamic Solutions Inc. · 2023 — 2024
    Executed call monitoring and quality audits in both French and English. Assessed agent performance in relation to KPIs and compliance standards. Offered constructive feedback and coaching recommendations to enhance performance. Identified trends in quality and contributed to ongoing process improvement efforts. Aided initiatives aimed at enhancing overall customer satisfaction.

  • French Bilingual Technical Support Representative

    TELUS International Philippines · 2022 — 2023
    Provided technical support to French-speaking customers via phone, chat, and email. Effectively diagnosed and resolved technical issues. Achieved high first-call resolution and customer satisfaction scores. Accurately documented customer interactions within CRM systems. Met and surpassed service-level agreements and KPI targets.

  • Assistant Marketing Consultant Logistics and Trade Support

    Ndarow Holding SA · 2017 — 2022
    Facilitated international trade operations relating to the shipment of raw materials to global clients. Coordinated communication between suppliers, logistics partners, and customers. Aided in market research and client engagement strategies tailored for international markets. Contributed to business development and client relationship management efforts. Supported the documentation and coordination processes essential for export activities.

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