Patricia Kasongo-Ndjate Wemanbolo

For one of Belgium's major telecom operators, I managed retention initiatives.

🛠️ **My Key Responsibilities**:

✅ **Some Notable Achievements**:

1. Redesign of the encoding tool

Faced with 3 call centers using 3 different encoding tools, making consolidated Voice of Client analysis impossible, I led the design and deployment of a single, unified tool. Result: a flexible internal platform for real-time comparison, analysis, and anticipation of customer churn signals.

2. Creation of the retention training program

Noticing the lack of a common set of retention skills among subcontracted call centers, I designed a comprehensive training program from scratch, including benchmarking, Voice of Client, and field calibration. The training was adopted by other teams and adapted for retail stores. Beyond the content, it established a true retention mindset among agents, directly impacting the quality of pitches and churn rate.

3. Technical Campaign

Following the identification of a "silent" customer problem — customers experiencing technical failures who didn't contact customer service and were at risk of silently churning — I designed a two-phase approach: a qualitative phase with close monitoring of a sample of 15 clients and a dedicated agent, followed by industrialization of a campaign based on the lessons learned. Result: a 65% retention rate for the campaign, compared to 35% for the control group.

At N-ALLO, a company specializing in outsourcing customer relations for major clients (Banking, Insurance, Energy, Media, Telecoms), I was mandated to work directly with a client, providing them with analyses, strategic recommendations, and concrete solutions for retention.

🛠️ **My Key Responsibilities**:

✅Notable Achievement - Creation of a Retention KPI Dashboard

The client faced difficulties reconciling churn results with their actual causes, hindering any significant improvement in the retention rate. Operational monitoring was not structured or actionable.

In collaboration with data teams, I designed a performance indicator dashboard that met their expectations: clear, actionable, and relevant.

Result: Finer operational management that allowed for the design of outbound campaigns better aligned with real customer feedback evolutions - and therefore more effective on the retention rate.

At N-ALLO, specializing in outsourcing customer relations for major clients, I designed and delivered comprehensive training programs for operational teams — with a constant focus on commercial performance and customer relationship quality.

🛠️ **My Key Responsibilities**:

— Design, improvement, and delivery of product, tool, and customer relations training

— Support for operational teams in improving their sales practices

— Identification of field difficulties (pitches, understanding, analysis) and implementation of remediation plans in partnership with operations

— Monitoring and evaluation of post-training performance through live and remote listening

— Coaching support for Team Coaches

🎓 **Training Designed and Delivered**:

— Managing customers on SAP

— Customer Relations & Soft Skills (DISC and SONCAS methods)

— Contextual training on current market topics: arrival of a new telecom operator in the Belgian market, loss of sports rights, product evolutions

— Comprehensive telecom training: products, services, technical aspects, and competition

✅Notable Achievement — FEBELFIN Accreditation

To train agents for an insurance sector campaign, I personally obtained the FEBELFIN "Insurance Distribution" accreditation — an official Belgian financial sector certification — in order to design and deliver a tailor-made training program perfectly compliant with the client's regulatory requirements.