SERGE NANGUI

Process agency and client requests via phone, email, and internal CRM systems.

Manage urgent and emergencies promptly and efficiently.

Address client needs, including payment issues, modifications, case follow-ups, and special requests.

Ensure all client requests are resolved accurately and to their satisfaction.

• As a CSR, I oversaw:
• - Support for support the Company's partners and end users with excellent service as they use DreamSave products.
• - Training partners how to use DreamSave successfully with the groups they support, including setting up new groups, running meetings, addressing real-world scenarios, and troubleshooting problems.
• - Driving Market Growth in Senegal.
• - Translation, including recording videos in the local language for our partners and groups, and the ongoing translation of the DreamSave Products into French, Wolof, Serer, Fulani, Diola.
• This role required the use of CRM tools such as Zoho, Hubspot, as well as Trello for organizing the management, and communication tools as Slack.

• Experienced analyst with demonstrated experience working in the security and investigations industry.
• As a Riskwatcher, ITRM and Security Analyst, I oversee the analysis of different security-related situations in the field for clients.
• This includes situations such serious safety threats, environmental and health disasters (earthquakes, storms, epidemics, etc.).
• Country profiles editor for different geographical areas (Latin America, Europe, West Africa).
• Proficiency in Microsoft Excel, Microsoft Word, good customer service, translation and strategic planning.

• With a good command of communication techniques and teaching for the deaf and hard of hearing.

• Freelance since 2014 with over 10 years of freelance experience with organizations such as Samaritan's Purse, Churches and Ministries as well in Freelancing.