@joeljuakali
Customer Care Supervisor & Back Officer at WATU CREDIT S.A, improving service quality and resolving complex complaints.
Congo, The Democratic Republic of theAt WATU CREDIT S.A, I supervise daily customer service operations, coach agents, and monitor KPIs. I also manage complex complaints through to resolution and work to improve service quality.
Previously, I handled multi-channel customer support and case management at WATU CREDIT S.A. At ETS MASSA SHOP, I managed commercial and financial operations, customer loyalty, collections, and reporting.
Work history, roles, and key accomplishments
Watu Credit S.A
Oct 2025 - Present (1 year)
Supervises daily customer service operations, coaches agents, monitors KPIs, and manages complex complaints. Validates customer files, tracks payments, and generates operational reports.
Watu Credit S.A
Mar 2025 - Oct 2025 (7 months)
Handled inbound and outbound calls, provided multi-channel customer support, resolved incidents, and updated CRM information.
ETS Massa Shop
Feb 2022 - Feb 2025 (3 years)
Managed commercial and financial operations, developed customer loyalty, and handled collections and reporting.
ETS Lecentre
Oct 2021 - Feb 2022 (4 months)
Developed client portfolio, conducted commercial negotiations, and followed up with clients.
DGRAD
Apr 2019 - May 2019 (1 month)
Participated in administrative and financial activities.
Degrees, certifications, and relevant coursework
Certification en Approvisionnement et Logistique, Supply and Logistics
Certification in Supply and Logistics from DisasterReady.org in 2026.
Gestion Financière pour les Professionnels du Développement et de l’Humanitaire, Financial Management
Certification in Financial Management for Development and Humanitarian Professionals from Finance DPro in 2026.
Certification en Fondamentaux du Management, Management
Certification in Management Fundamentals from SODEICO in 2025.
Licence en Sciences Commerciales et Financières, Commercial and Financial Sciences
Bachelor's degree in Commercial and Financial Sciences from ISIPA in 2021.
Diplôme d'Etat en Chimie-Biologie, Chemistry-Biology
State Diploma in Chemistry-Biology from Collège Frère Alingba in 2016.
Software and tools used professionally
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