Open to opportunities

Florica Tchambila Niangui

@floricatchambilanian

Message

Multilingual customer service specialist delivering high-volume, empathetic support and dispute resolution.

South Africa

Message

What I'm looking for

I seek a customer-focused role where I can use French/English skills to resolve complex inquiries, contribute to process improvements, and grow into leadership while working in a collaborative, service-driven culture.

I am a dedicated multilingual Customer Service Specialist with 5+ years supporting high-volume contact centers and HR operations. I deliver empathetic, accurate service in both French and English and consistently meet response time and quality metrics.

I have provided front-line French-language support across outsourcing and in-house environments, resolving complex inquiries, managing escalations, and maintaining compliance with internal procedures. My work emphasizes de-escalation, complaint management, and building lasting customer trust.

In HR-facing roles I supported onboarding, documentation, and sensitive employee queries while preserving confidentiality and professionalism. I collaborate with teams to streamline processes and improve customer and employee experiences.

I seek to bring strong problem-solving, time-management, and communication skills to a dynamic organization focused on service excellence and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Neo Group

Jun 2024 - May 2025 (11 months)

Provided front-line support for French-speaking clients in a high-volume contact centre, resolving complex inquiries and managing escalations to ensure timely resolution and high customer satisfaction.

Customer Support Conflict Resolution CRM Escalation Management Quality Assurance Time Management

Human Resources Agent

Jordan Human Resources

Dec 2023 - Aug 2024 (8 months)

Supported HR operations by responding to employee queries in French and English, facilitating onboarding, maintaining confidential documentation, and ensuring compliance with HR policies.

HR Operations Onboarding Employee Relations Documentation Confidentiality Compliance Policies

Customer Service Agent

Arc BPO

Nov 2022 - Nov 2023 (1 year)

Delivered high-volume French-language customer support for the Popsa campaign, managing calls, resolving issues, and following up on unresolved cases to maintain service quality.

Accuracy

Customer Service Agent

Ekomi Holding

Sep 2021 - Sep 2022 (1 year)

Supported international customers across channels in French and English, handled product inquiries and feedback, maintained interaction records, and assisted with escalated, solution-driven cases.

Multichannel Support Escalations Data Entry Customer Feedback Analysis

Customer Service Agent

Capability BPO

Jul 2020 - Jul 2021 (1 year)

Provided multilingual call-centre support, consistently exceeding performance benchmarks while assisting customers with billing, account, and service issues in French and English.

Multilingual Support Billing Support Account Management Team Collaboration