Coeursy Mokoko

At HUFIWEB, I held the position of Energy Teleconsultant, where I managed telephone prospecting and incoming calls for a Belgian supplier. My mission was to answer customer questions, resolve their problems quickly, and centralize requests in a CRM to ensure accurate follow-up.

I implemented internal processes to optimize ticket processing and improve team efficiency. Thanks to the use of tools like Gmail, Trello, and Notion, I reduced response time by 40% and increased customer satisfaction.

This experience allowed me to develop my skills in communication, active listening, time management, and problem-solving, while ensuring personalized and professional service. I also participated in administrative organization and reporting, contributing to the overall optimization of customer service.

Result: improved customer satisfaction rate, strengthened loyalty, and acquisition of new customers thanks to effective and structured prospecting.

At Startup Tech, I ensured the complete management of customer support and the centralization of requests to guarantee a smooth and responsive customer experience. I took charge of receiving and responding to customer emails, tracking technical tickets, and coordinating with internal teams to resolve issues quickly.

I implemented effective internal processes to organize the flow of requests, improve communication between teams, and reduce request processing time. The tools used included Gmail for communication, Trello for ticket tracking, and Notion for documentation and information sharing.

Thanks to this organization, the customer response time was reduced by 40%, which significantly improved the customer satisfaction rate. This experience allowed me to develop my skills in customer support, project management, process organization, and collaborative tools, while directly contributing to customer loyalty and satisfaction.

At MediPlus Cabinet, I provided administrative assistance and schedule management for a medical practice, ensuring a smooth and efficient organization of appointments. My main mission was to organize schedules via Calendly, coordinate appointments with patients, and ensure complete follow-up of administrative files.

I used tools such as Gmail for communication, Clickodoc and Calendly for scheduling, as well as Slack to facilitate internal coordination with doctors and staff. Thanks to rigorous and proactive management, I reduced missed appointments by 25%, improved communication between patients and doctors, and contributed to better organization of the practice.

This experience allowed me to develop my skills in administrative management, organization, coordination, and use of collaborative digital tools, while optimizing patient satisfaction and the efficiency of the practice.