Open to opportunities

Fabrice Fotso

@fabricefotso

Message

Experienced Customer Service Professional with a focus on e-commerce.

Canada

Message

What I'm looking for

I am looking for a role in a dynamic environment that values customer satisfaction and offers opportunities for professional growth.

I am an experienced Customer Service Professional with extensive expertise in the e-commerce and SaaS industry. My collaborative approach and upbeat attitude have allowed me to build strong rapport with clients, ensuring their satisfaction and contributing to company success. I specialize in enhancing quality, efficiency, and process optimization, driven by a genuine zeal for fostering partnerships and driving business growth.

Throughout my career, I have successfully managed customer relationships and provided support across various platforms. My experience includes working with renowned brands such as Joe Fresh and Mozilla, where I handled customer inquiries, managed order fulfillment, and contributed to product testing and bug tracking. I am proficient in utilizing CRM tools like Salesforce and Zendesk, ensuring that I deliver the highest level of customer service in the industry.

With a strong background in technical support and a commitment to continuous improvement, I am dedicated to providing exceptional service and support to clients. I am eager to leverage my skills and experience to make a significant impact in a dynamic team environment.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

NTT Data

Jul 2022 - Dec 2024 (2 years 5 months)

Provided support for Joe Fresh online shoppers via e-commerce platforms and channels throughout their life cycle. Assisted clients with order-on-line, dealt with back-office orders, and liaised with logistics.

Customer Support Salesforce Genesys Troubleshooting Customer Relationship Management Logistics

Customer Support Specialist

Partner Hero

Aug 2019 - Jul 2022 (2 years 11 months)

Provided support for Mozilla premium apps including Mozilla FPN, Mozilla VPN, Firefox Relay, Hubs, and Monitor. Communicated with customers via email on Zendesk in French and English, handling 30 to 50 tickets per day.

Zendesk Troubleshooting Jira Quality Assurance Customer Support Technical Support

Technical Support Specialist

Strikingly

Feb 2016 - Aug 2019 (3 years 6 months)

Provided support to users via calls, emails, and live chat channels in both English and French. Assisted entrepreneurs worldwide in creating outstanding websites and configured DNS records for domains.

Technical Support DNS QA Testing Customer Service Live Chat Email Support

Fraud Client Service Representative

Concentrix

Apr 2012 - Jan 2016 (3 years 9 months)

Answered inbound calls from clients with questions related to their accounts and responded to identify client needs, recommending solutions when fraud was identified. Analyzed and identified potential fraudulent situations and suspicious activity through monitoring card alerts and fraud prevention reporting.

Fraud Analysis Risk Management Customer Service Dispute Resolution Confidentiality Inbound Client Communication Fraud Prevention

Customer Service Advisor

Darling Associate - UK

Jul 2008 - Mar 2012 (3 years 8 months)

Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns. Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices, and upcoming company changes.

Customer Satisfaction Customer Service Order Management Client Relationship Management Problem Solving Communication