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
2024.01 - 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
2021.10 - 2023.12
- 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
2020.01 - 2021.10
- 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
2017.12 - 2018.09
- 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
2014.07 - 2014.10
- 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
2014.03 - 2014.05
- 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) 2002.08 - 2008.07
Engineer's degree - Electronics and Telecommunications
Institut supérieur des techniques appliquées
Democratic Republic of the Congo (DRC) 2008.08 - 2012.09
Bachelor of Technology - Bsc IT
Mahatma Gandhi University
India 2013.01 - 2016.01
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
2024.01 - Current
French Technical Analyst Specialist – Cease Desk
SAKSOFT LIMITED
2021.10 - 2023.12
Inside Sales French Expert
TRADOLOGIE
2020.01 - 2021.10
French Technical Quality monitoring
MATTSEN KUMAR
2017.12 - 2018.09
French Technical Quality monitoring and database evaluation Consultant
Hyper Quality Pvt Ltd
2014.07 - 2014.10
French Consultant
iEnergizer
2014.03 - 2014.05
Bachelor of Technology - Bsc IT
Mahatma Gandhi University
2013.01 - 2016.01
Engineer's degree - Electronics and Telecommunications
Institut supérieur des techniques appliquées
2008.08 - 2012.09
Diploma - Electronic
ITECH COM
2002.08 - 2008.07