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Audre Elodie

@audreelodie

Customer Experience and Operations Analyst at MTN Cameroon, where I authored a Sandsiv guide used to onboard and train new recruits.

Cameroon

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At Wave Cameroon, I handle customer requests by phone, maintaining a 100% customer satisfaction rate and resolving most requests within an average of one minute. I also contributed to a support process reference document used by the team.

At MTN Cameroon, I conducted Voice of Customer analysis with Sandsiv, managed cases through Genesis CRM, and monitored service performance. I authored a Sandsiv reference guide that management still uses to onboard and train new recruits.

I also coordinated testing activities for the MTN One mobile application, consolidating tester feedback and reporting defects. Earlier, I supported customer service and daily operations at LE NYAMA and participated in software development and database projects at IMEDIATIS sarl.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Wave Cameroon

May 2026 - Present (5 months)

Handles customer requests via phone, maintaining a 100% customer satisfaction rate and resolving most requests within an average of 1 minute. Tracks and reports customer interactions using internal support tools and Google Sheets.

Customer Support Google Sheets Google Workspace Case Management Reporting

Voice of Customer (VoC) Agent / Customer Experience Analyst

MTN Cameroon

Jun 2024 - May 2026 (1 year 11 months)

Conducted VoC analysis using Sandsiv to identify customer satisfaction trends and service improvement opportunities. Managed customer cases through Genesis CRM, ensuring timely resolution and improved service delivery.

Sandsiv Genesis VOC Analysis Customer Experience Operational Reporting Case Management

Customer Service & Operations Assistant

LE NYAMA

Jun 2023 - Aug 2023 (2 months)

Delivered frontline customer service and supported daily operations in a high-traffic service environment. Managed daily revenue tracking and reconciliation, preparing reports on incoming funds.

Customer Service Operations Revenue Tracking Reporting Procurement Sales

IT & Software Development Intern

IMEDIATIS sarl

Jul 2022 - Sep 2022 (2 months)

Participated in software development and database management projects. Applied UML and Merise modeling methodologies for system design and documentation.

Software Development Database Management UML MERISE System Analysis

Test Coordinator – MTN One Application

MTN Cameroon

Coordinated testing activities during the deployment of the MTN One mobile application. Consolidated tester feedback and reported defects to improve digital customer experience.

Testing UAT Defect Reporting Mobile Apps Customer Experience