Alphonie Faatsa

ALPHONIE EFENDJEU FAATSA Dublin 6 ◆- ◆-Permit: B PROFESSIONAL SUMMARY A bilingual customer service professional with over 3 years of experience in trust and safety, specializing in risk management, client relationship development, and problem-solving. Strong background in collaborating among multiple internal & external business partners to develop strategies and achieve client satisfaction while adhering to governing trust documents and regulatory requirements. Experienced in managing internal and external partnerships, with a keen focus on compliance and safeguarding both client and organizational interests. A self-motivated team player skilled in IT, data analysis, and maintaining a positive customer experience. WORK HISTORY French Trust & Safety Quality Analyst, 02/2024 - Current Accenture Limited (YouTube & Google), Grand Canal - Dublin, Leinster Conducted fraud and spam investigations using multiple data sources to identify trends and mitigate potential risks to platform users. Responding and resolving complex and sensitive user issues relating to fraud, privacy, user safety and risk. Monitoring and identifying key abuse trends and highlighting risks to the YouTube ecosystem and trust and safety. Engaged in weekly training to stay updated on policy changes, ensuring continuous alignment with the latest industry regulations and standards. Perform fraud and spam investigations using various data sources on accounts that are flagged for reviewing. Preparing risk assessments and action plan based on market knowledge. Ensuring all social media content complies with all published policies, procedures, and legal requirements, while ensuring customer documentation is collected, completed, and returned in a timely manner. Customer Service Associate, 09/2019 - 03/2020 Dooley's Hotel - Waterford Provided top-tier customer service, answering customer inquiries, resolving issues, and delivering seamless experiences to both local and international clients. Answered calls from customers to make and cancel reservations, finding them the best available time to satisfy their needs Managed reservations and ensured customers were seated promptly, enhancing operational efficiency while delivering excellent service. Took customers' orders, answering their questions, explaining the dishes and allergies and making recommendations on the items that would be most suitable for them. Ensured that all counters and tables were cleaned to a high standard. Multilingual Customer Support, 03/2019 - 09/2019 Radisson Blu Royal - Dublin, Leinster Delivered exceptional customer service by addressing inquiries, managing complaints, and ensuring customer satisfaction across multiple languages in English, French, and Spanish. Dealt with customer's complaints in a polite way and found the best solution. Ensured smooth communication between international guests and hotel staff, providing translations and ensuring customer expectations were met. Answered calls and took customer bookings over the phone and entered them into the booking system. Explained the ingredients used to customers especially in relation to allergens and tailoring dishes accordingly. Guided customers to their table and prepared & served their orders in a timely and accurate manner. Assisted and translated for 5 students on work experience from France at conferences, trainings and meetings Customer Support / Order Picker, 03/2017 - 12/2017 Delhaize Group, Gent, Brussels - Brussels, Belgium Managed inbound customer orders, ensuring timely and accurate deliveries while resolving any issues with missing items or delays. Prepared the receipt and invoice for the customer to be included with the delivery. Checked the order list to ensure all the items were included and ready for delivery. Operated forklift and handling equipment to ensure safe and efficient order picking for deliveries, maintaining a high standard of accuracy and efficiency. Addressed customer complaints and collaborated with internal teams to provide timely resolutions, contributing to improved client satisfaction. SKILLS Multilingual Communication: Fluent in French and English. Customer Service Excellence: Client relationship management, building and maintaining long-term client relationship. Analytical and Investigative Skills: Analyzing complex issues, performing investigations, data-driven decisions, Fraud, privacy and security. Relationship and Portfolio Management: Client portfolio through regular communication and face-to-face interactions. Problem Solving & Decision Making: Strong problem-solving skills, analyze complex situations. EDUCATION Bachelor's Degree : Accounting & Management, 01/2015 - 01/2017 High University of Condorcet - Belgium English Level 5: Language, 2018 - 2019 Edmund Rice School - Waterford Professional Certificate: Investment Funds and Services, 2020/-/2021 University College Dublin, Institut of Banking - Dublin Certification: Business in the Community (BITC), 03/2020 - 02/2021 Epic Program - Dublin, Leinster HOBBIES AND INTEREST Travelling: Learning new cultures Nature: Meditation AWARDS, ACCOMPLISHMENTS, AND HONOURS Awarded Certificate for Customer Service Excellence from the Fáilte Ireland Customer Service Excellent Program, Dooley's Hotel - Waterford City, Ireland LANGUAGES French Native References available upon request. English Fluent REFERENCES