Open to opportunities

Nalicia Koundi

@naliciakoundi

Message

Organized customer service representative with strong problem-solving skills.

South Africa

Message

What I'm looking for

I'm looking for a role that values teamwork and offers opportunities for growth.

I'm a dedicated customer service representative with extensive experience in retail and remote support. My journey began at Flore Boutique in Libreville, Gabon, where I honed my skills in managing customer interactions and processing sales efficiently. I take pride in my ability to greet and assist approximately 25 customers daily, ensuring they find the right products while maintaining a positive shopping experience.

In my most recent role at Supportyourapp, I delivered multilingual support for a global online travel platform, managing customer inquiries in English and French. My commitment to excellence is reflected in my consistent customer satisfaction scores above 90%. I thrive in fast-paced environments and enjoy collaborating with team members to enhance processes and improve customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Flore Boutique

Mar 2022 - Jan 2025 (2 years 10 months)

Responded to customer queries via email, phone, and live chat in a timely and professional manner. Maintained detailed and accurate records of customer interactions using CRM systems.

Customer Support Email Support Live Chat CRM Problem Solving Customer Relationship Management

Retail Assistant

Flore Boutique

Jan 2018 - Mar 2022 (4 years 2 months)

Managed cash register operations to ensure accurate financial transactions. Greeted approximately 25 customers daily, helped locate merchandise, and suggested suitable options.

Customer Service Merchandising Inventory Management Sales

Customer Service Representative

Supportyourapp

May 2025 - Present (3 months)

Delivered multilingual customer support (English and French) via email, live chat, and phone for a global online travel platform. Utilized CRM and support tools including Zendesk, Intercom, and Slack to manage tickets, communicate internally, and document case history.

Zendesk Intercom Slack CRM Customer Satisfaction Problem Solving

Education

Degrees, certifications, and relevant coursework

Tshwane University of Technology

National Diploma, Management Science

2020 -

Activities and societies: Gabonese Scholarship, 2020 from Gabonese Government

Pursued a National Diploma in Management Science, gaining expertise in various management principles and practices. Awarded the Gabonese Scholarship in 2020 by the Gabonese Government.