OLIVIER KEVIN DZUNA FOTSO

Delivered bilingual French-English customer and technical support via phone, email, and chat, managing cases from intake through resolution. Supported Microsoft 365 and cloud applications, performed troubleshooting and root-cause analysis, and consistently met SLA, productivity, quality, and customer satisfaction targets.

Provided bilingual French-English customer and technical support via phone, email, and chat, resolving Microsoft 365, cloud application, authentication, and account configuration issues. Managed cases end-to-end in CRM/ticketing systems and collaborated with engineering and support teams to meet SLA, productivity, quality, and customer satisfaction targets.

Provided Level 1 and Level 2 technical support for healthcare organizations in France and Canada, resolving software, application, connectivity, and configuration issues. Supported onboarding and implementation activities, performed testing and issue replication, and documented cases while collaborating with technical teams to resolve escalations.

Delivered Level 1 and Level 2 technical support for healthcare organizations, diagnosing and resolving software, application, connectivity, and configuration issues. Supported onboarding, implementation, migration, and user training while conducting testing, issue replication, validation, and root cause analysis with detailed case documentation.

Supported French-speaking employees and stakeholders through phone, email, and case management systems, handling inquiries related to policies, employee services, documentation, and account concerns. Maintained compliance-focused documentation, managed high volumes, and coordinated with internal teams to resolve escalations and improve service delivery.

Provided customer support and sales assistance through phone, email, web chat, WhatsApp, and Messenger for enrollment, account management, and payment-related inquiries. Managed customer interactions in CRM systems, improved engagement through consultative communication, and supported continuous improvement by sharing customer feedback.

Completed an Associate Degree in Theological Studies at Ateneo de Manila University’s Loyola School of Theology.

Completed an Associate Degree in Counseling & Psychological Studies at Ateneo de Manila University’s CEFAM.

Earned a Bachelor's Degree in Philosophy at the Catholic University of Paul VI in Cameroon.

Completed a Diploma in Linguistics & Literature at Saint Laurent College in Cameroon.