At Wave Côte d'Ivoire, I supervise a team of 22 Digital Support Representatives as a backup Support Group Lead. I coordinate WhatsApp operations and use Excel dashboards to track team performance and priorities.
I handle complex transaction issues, processing more than 150 tickets a day with a 98% first-contact resolution rate. I also support service continuity and compliance with escalation procedures.
As a Customer Support Representative FO at Wave Côte d'Ivoire, I responded to more than 200 customer requests a day by phone and resolved application incidents. I also prepared and presented team performance statistics to management.
At LKA Services, a Wave partner, I managed schedules and coached a team of more than 10, while supporting merchant outlets and promoting Wave payments. I contributed to acquiring more than 10 new clients a day and increasing monthly retention by 15%.
