Félixia Kalla

Missions and achievements: -Managed the transition of mediation and transfer support to a support center. -Drafted and formalized operational processes to ensure smooth and consistent business resumption. -Designed and delivered training to support team skill development. -Implemented quality controls and monitored performance indicators. -Coordinated various stakeholders and supported teams through change. -Organized and led daily meetings, drafted and distributed minutes.

Within the Customer Relations department (DRC), specifically the customer listening unit, I serve as the primary point of contact between the Mediator, customers, and relevant regions. My responsibilities include:

-Mediation Case Management:

Receiving and creating internal files following admissible mediator submissions, coordinating with regions for request processing, and transmitting complete responses to the mediator until the end of the mediation.

-Transfer Support:

Supervising reimbursement processes, including payments by transfer or check. Intervening in case of malfunctions on the GRDF customer portal to ensure rapid problem resolution and guarantee customer satisfaction.

-Tutoring New Consultants:

Training and onboarding new consultants and sharing operational knowledge.

EK CONSULTING is a sole proprietorship aimed at supporting and assisting professionals as well as individuals in their administrative management.