Candidates About

Jean Claude Mukonkole

Summary:

·         I have experience in management, customer service, personnel management, call center, performance measures and evaluation, strategic planning, projections, business analysis, program development.

·         Dynamic Trading Marketing and sale Manager with more than 10 years in the sales and marketing industries; Creative and Innovative Team player with strong interpersonal skills.

·         Fluent in French and English

Skills:

·         Microsoft Office Products, Access, Excel, PowerPoint, Accounting software, ACP Contact and Telemarketing, Field sales Expertise, Trade spending analysis, Great Collaborator, Great Negotiator.

Professional Experience:

NVS Trading DMCC – Dubai, UAE.                                                                                            2014- 2016                                                                                                         

Executive Marketing Director  

·         Working closely with international account sales managers and customers to create target programs

·         Analyzed all market conditions and made recommendations to develop trade promotion plan to Europe, Africa and middle East.

·         Processing any requests for funds from field sales and negotiated all the best deal between our clients.

·         Leading so many trade deals with a difference’s meetings around a world as international negotiator.

·         Creating sales strategies to promote advertising offerings and motivate larger deals between Europe, Africa and UAE.

·          Analyzing all the best performance of all marketing programs to identify the best opportunities for optimization.

·         Collaborating with marketing and communication teams around a world and the most important is to understand the international business cultures and the international business ideology on marketing fields.

Outcomes Health Solution – Alpharetta, GA                                                                          2012- 2014                                                                                                         

Service Desk Support Analyst/ Manager

·         Heavy outbound calling; Responsible for contacting clients for the purpose of charts retrieval from Doctor Offices and other medical facilities. Will utilize a script when making calls to all medical sites; must verify a list of measures on each call and responsible for all QA for 30 members of my team.

·         This is a production based environment; required to make 50- 85 calls per day to schedule field reviewers to go on sites to audit and retrieve medical files.

·         Responsible to following all calls from the team; make sure everyone from the team follow the rules and helping the team to reach the goal for the day. (meaning all charts been scheduled to be reviewers with the field reviewers onsite “hospital or clinic “)  

·         Responsible for monitoring and maintaining quality and compliance targets; as manager, motivated and supervised an outbound call center staff of 30 members.

·         Developed a system and call scripts to facilitate the efficient management of call volume.

·         Ensured strict adherence to company policies and procedural guidelines.                                   

Hisense USA Corporate - Suwanee, GA                                                                                2008- 2012                       

Call Center Supervisor

·         Handle customer inquiries from USA and International including also French customers for any complaints, billing questions and payment extension/service requests

·         Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions; supervising the white good and TV department; filing more than 35 claims a day’s regarding about the white good department and calling international companies like Trans Global from Canada to schedule any service for the international customer and dealing with Whirlpool and A&E for all customer living from USA and Providing a best customer services and knowledge to the customers about all different plans and benefits Hisense can provide for them. 

Foresters                                                                                                                            2007 – 2008

 Consultants Inc.

·         Estimated and quoted recommended policies premium rates

·         Expert in life insurance policy sales

·         Created lists of potential clients for providing leads of additional business

·         Responsible for selling insurance to new as well as existing clients

·         Meet potential clients and gave detailed information about the features and advantages of policies offered

·         Suggested the amount and type of coverage according to the analysis of client's situations and utilized influential sales techniques

·         Providing a best customer services and knowledge customers about any coverage insurance needs also make sure the customers understand the different about any other coverage.

State Farm Insurance - Decatur, GA                                                                                     2004– 2007

Office Manager

·         Responsible for the administration and financial reporting of the office

·         Responsible for marketing projects, processing property, casualty, automobile and homeowner insurance applications; auto loan applications to State Farm’s credit approval division

·         Generate bi-weekly reports, attend various meetings on behalf of the department and general managers; analyze customer requests and provide customers with information/recommendation concerning their individual insurance coverage needs

Catholic Charities -   Atlanta, GA                                                                                            2003 – 2004

Case Worker (voluntary and internship)

·         Provided assistance and safe environment at refugee, greeted and explained rules to new arrivals.

·         Assisted in providing legal advice where required.

·         Performed main refugee work and maintained work records on daily basis, supported and provided needs.

·         Provide extended case management services to newly arrived refugees up to 24 months upon arrival. Including addressing housing, health, education, employment, financial assistance, legal issues, and other needs, which may emerge.                                                                                                                                   

·         Coordinate with other staff and programs to meet the needs of refugee during the 24-month extended case

·         Management period and other related duties as assigned.

MCI-WorldCom - Alpharetta, GA                                                                                         2001 – 2003

Sales Agent and Customer Service

·         Four and half years of sales and customer service experience within MCI-WorldCom

·         Excellent research, time management and problem resolution skills

·         Professionally sold local and long distance telephone service in fast pace call center

·         Collaborated with team members, identified changes and improved sales performance

·         Exceeded minimum sales requirements, adapted to changes and earned incentives

·         Generated large volumes of sales and created customer loyalty in large fast-paced call center

·         Providing a best customer services and knowledge to the customers about all different plans and benefits the MCI-WorldCom provide

·         Communicated clearly and answered questions to ensure customer satisfaction

Education:

Oglethorpe University - Atlanta, GA                                                                                       2008 - 2011

Bachelor of Business Administration

Focus on Human Resources Management and Minor in Economics

University of Commerce - Paris, France                                                                                 1997 - 2000

Marketing Diploma

University of Lubumbashi, D.R of Congo                                                                              1994 - 1997

Bachelor of Psychology