BIH Noella

BN

Open to opportunities

BIH Noella

@bihnoella

Customer experience manager with IT service delivery and leadership expertise.

What I'm looking for

I seek a customer-focused role where I can lead service delivery teams, improve support processes, and grow professionally in IT service management.

I am an experienced customer experience and IT service delivery professional with over three years in support and management roles. I combine strategic thinking with hands-on problem management to improve service outcomes and customer satisfaction.

From 2020 to 2023 I progressed from Support/CEX Agent to Support/Customer Experience Manager at CREDIX, leading teams and driving IT service delivery and support initiatives. I have practical experience in training, knowledge management, and relationship building that strengthened team performance.

I hold a Master’s 1 in Sociolinguistics and a Degree in English from the University of Yaoundé 1, which supports my communication skills in both English and French. I have completed an ITIL 4 Foundation Service Management certificate and am pursuing further ITIL 4 certification.

I am motivated by research, learning, and connecting with people, and I bring a customer-focused, analytical approach to improving processes and delivering reliable IT support services.

Experience

Work history, roles, and key accomplishments

CR

Support/Customer Experience Manager

Credix

Jan 2021 - Dec 2023 (2 years 11 months)

Managed support and customer experience operations, improving service delivery and problem management across channels during a two-year tenure. Led teams, training, and knowledge-management initiatives to enhance CEX performance.

Customer Experience IT Service Delivery Problem Management Team Leadership Knowledge Management Training Relationship Building

CR

Support/Customer Experience Agent

Credix

Jan 2020 - Dec 2021 (1 year 11 months)

Provided frontline customer support and incident resolution, contributing to service delivery improvements and escalation handling during a one-year period. Collaborated with technical teams on problem management.

Customer Support Incident Management IT Service Delivery Customer Escalation Communication Relationship Building CRM

Education

Degrees, certifications, and relevant coursework

UI

University of Yaoundé I

Master's 1, Sociolinguistics

Completed Master 1 in Sociolinguistics at the University of Yaoundé I, focusing on sociolinguistic research and analysis.

UI

University of Yaoundé I

Degree in English, English

Earned a degree in English from the University of Yaoundé I with coursework in English language and literature.

Tech stack

Software and tools used professionally

Gmail

F#

Chi

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