Elva Claude Massimba

For 13 years, I worked in a customer relations center, where I was responsible for handling customer requests by phone and in writing.

I managed a large volume of daily contacts, including information requests, complaints, and customer case follow-ups.

My role consisted of:

responding to customer requests clearly and professionally

solving problems or escalating complex cases

ensuring rigorous case follow-up

maintaining high service quality and customer satisfaction

This experience now allows me to support companies in managing their customer service as a virtual assistant.

Handling incoming calls and assisting customers with their inquiries. Managing information requests, processing complaints, and following up on cases, while ensuring professional communication and a quality customer experience.

Main responsibilities:

Welcoming and informing customers.

Identifying needs and providing appropriate solutions.

Ensuring follow-up of requests and cases.

Processing complaints in accordance with procedures.

Contributing to customer satisfaction and loyalty.