William Njiondo

French-native bilingual professional with over 15 years of experience in customer support, service desk operations, ticket handling, quality assurance, and technical communication. Skilled in incident management, documentation, SLA tracking, escalation procedures, and collaboration with technical teams in BPO and shared services environments. Strong experience with ServiceNow, SAP, Oracle, Ariba, and EBS.

Training & Quality Assurance Analyst (French) at PROACTIS Philippines (2020-03 – 2026-01)

• Audited tickets and calls based on quality, accuracy, and compliance standards.
• Ensured documentation completeness by reviewing logs and resolutions.
• Prepared QA and operational performance reports aligned with service KPIs.
• Conducted coaching and training to improve incident handling and tool usage.
• Supported process documentation and knowledge base improvement.

Transaction Processing Senior Analyst / Team Lead at ACCenture Philippines (2017-01 – 2020-03)

• Led a team supporting global vendor master data and system updates.
• Coordinated with internal IT teams to resolve escalated issues.
• Monitored tickets and ensured SLA-aligned completion.
• Handled proper handover of pending and unresolved cases between shifts.

French / English Webstore Support Agent at TELUS International Philippines (2015-06 – 2017-01)

• Handled customer support via phone and email regarding orders and device activation.
• Logged, tracked, and resolved customer inquiries in ticketing tools.
• Escalated complex cases following escalation procedures.

French Technical & After-Sales Support / Supervisor at TCL Online Services Inc. (2012-03 – 2015-04)

• Provided bilingual technical support for TCL Europe.
• Supervised agents and monitored call/ticket quality.
• Prepared performance reports supporting SLA targets.

Diploma / Microsoft certification