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Charles Wesley

@charleswesley

Message

I improve customer support workflows through technical troubleshooting and data analysis.

Cameroon

Message

At MTN Cameroon, I deliver high-tier customer experience and technical support while analyzing service tickets and support metrics in Power BI to improve workflows.

I've also supported high-volume customer communications at PCCI, using CRM documentation, negotiation, and de-escalation to resolve issues and retain clients. My software engineering education also informed my ride-hailing app architecture project.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist & Digital Support Analyst Intern

Current

MTN Cameroon

Jan 2026 - Present (8 months)

Deliver high-tier customer experience and technical support, ensuring rapid resolution for user inquiries and maintaining strong client relationships. Analyze digital support metrics and service tickets using data visualization tools (Power BI) to optimize support workflows and track performance.

Customer Support Technical Troubleshooting Power BI Genesys Cloud CX CRM Management Data Analysis

Customer Support Agent

PCCI

Sep 2024 - Jan 2026 (1 year 4 months)

Managed high-volume inbound and outbound communications, providing responsive, solutions-oriented support to ensure client satisfaction and retention. Accurately documented customer interactions and resolution steps within internal CRM databases.

Customer Support Communication Skills CRM Negotiation De escalation