MATONDO KUANZAMBI BLESSING
GREATER NOIDA,India
Summary
Bilingual Operations Specialist & Technical Expert with a proven track record in service delivery, quality assurance, and customer care operations for international clients like Rogers Business (Canada). Experienced Senior Executive and Technical Analyst at Mattsen Kumar and iEnergizer, specializing in delivering daily, end-to-end resolutions for complex customer issues via phone, email, and live chat . Skilled in call quality auditing, database evaluation, and managing decommissioning workflows (Cease Desk). Adept at guiding Tier 1 support teams, providing high-satisfaction solutions, and driving cross-functional collaboration to meet strict SLAs. Native/fluent in French and English.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
Work history
Senior Executive – French Language Operations
iEnergizer
Noida, Uttar Pradesh
01.2024 - Current
- Served as the primary point of contact for complex inquiries in French, ensuring precise and culturally nuanced communication.
- Audited high-stakes customer interactions to maintain exceptional quality standards across email, chat, and voice channels.
French Technical Analyst Specialist – Cease Desk
SAKSOFT LIMITED
Noida, Uttar Pradesh
10.2021 - 12.2023
- Served as a French Technical Specialist, responsible for the end-to-end decommissioning and disconnection of complex enterprise services.
- Executed and verified complex technical termination orders, ensuring zero impact on active client infrastructure.
Inside Sales French Expert
TRADOLOGIE
Noida, Uttar Pradesh
01.2020 - 10.2021
- I managed the entire sales cycle for the French-speaking market, from initial contact to closing deals.
- I identified, qualified, and prospected high-potential business opportunities (B2B) through targeted email and telephone outreach.
French Technical Quality monitoring
MATTSEN KUMAR
Gurgaon
12.2017 - 09.2018
- Conducted quality assurance (QA) audits on French customer service calls to ensure compliance with Rogers Business standards.
- Monitored and evaluated agent performance to maintain high-quality service delivery.
French Technical Quality monitoring and database evaluation Consultant
Hyper Quality Pvt Ltd
India, Gurgaon
07.2014 - 10.2014
- Conducted quality assurance (QA) audits on French customer service calls to ensure compliance with Rogers Business standards.
- Monitored and evaluated agent performance to maintain high-quality service delivery.
French Consultant
iEnergizer
Noida, Uttar Pradesh
03.2014 - 05.2014
- Acted as a Tier 2 escalation point, supporting the Tier 1 team with complex gaming inquiries.
- Collaborated with Tier 1 support to troubleshoot and resolve technical in-game glitches.
- Provided advanced technical guidance to Tier 1 agents to optimize resolution times for French customers.
Education
Diploma - Electronic
ITECH COM
Democratic Republic of the Congo (DRC) 08.2002 - 07.2008
Engineer's degree - Electronics and Telecommunications
Institut supérieur des techniques appliquées
Democratic Republic of the Congo (DRC) 08.2008 - 09.2012
Bachelor of Technology - Bsc IT
Mahatma Gandhi University
India 01.2013 - 01.2016
Skills
Project Lifecycle & Service Delivery
Process Optimization & Decommissioning
Stakeholder & Cross-Functional Collaboration
Quality Assurance & Risk Management
Languages
French
Native
English
Fluent
Affiliations
- Reading and Sport (Football)
TRAINING & CERTIFICATIONS
Windows Server Hybrid Administrator Associate
Cisco Certified Network Associate (CCNA)
Digital Marketing
Timeline
Senior Executive – French Language Operations
iEnergizer
01.2024 - Current
French Technical Analyst Specialist – Cease Desk
SAKSOFT LIMITED
10.2021 - 12.2023
Inside Sales French Expert
TRADOLOGIE
01.2020 - 10.2021
French Technical Quality monitoring
MATTSEN KUMAR
12.2017 - 09.2018
French Technical Quality monitoring and database evaluation Consultant
Hyper Quality Pvt Ltd
07.2014 - 10.2014
French Consultant
iEnergizer
03.2014 - 05.2014
Bachelor of Technology - Bsc IT
Mahatma Gandhi University
01.2013 - 01.2016
Engineer's degree - Electronics and Telecommunications
Institut supérieur des techniques appliquées
08.2008 - 09.2012
Diploma - Electronic
ITECH COM
08.2002 - 07.2008