Metende Mballa

Bilingual English and French customer support and operations professional with extensive experience managing high-volume service environments, administering enterprise ticketing platforms, and delivering empathetic, SLA-compliant support across phone, email, and chat channels — including active use of Zendesk, Salesforce CRM, and Customer Assist in a cross-border team lead role at JPMorgan Chase. Proficient in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), with hands-on experience building SOPs, knowledge base documentation, and process improvement initiatives that reduce repeat incidents and improve end-user satisfaction. Brings the communication discipline, documentation accuracy, and bilingual fluency to deliver high-quality L1 service desk support that consistently meets and exceeds CSAT targets from Day One.

Client Service Specialists Team Lead — Cross-Trained CAN/USA at JPMorgan Chase USA / Canada (2021-01 – Present)

• Served as first point of contact for a high-volume service environment — managing inbound requests via phone, email, and chat in both English and French, logging and categorizing every interaction within enterprise ticketing platforms (Zendesk, Salesforce CRM, Customer Assist) with full accuracy and compliance with documentation standards.
• Administered and optimized ticketing workflows — prioritizing cases by urgency and impact, routing escalations to appropriate L2/L3 teams with complete documentation, and monitoring resolution timelines to ensure SLA adherence across all open tickets.
• Maintained empathetic, professional communication with end users throughout the full ticket lifecycle — providing clear status updates, accurate resolution expectations, and follow-up confirmation of satisfactory closure.
• Monitored and reported on CSAT, first response time, and resolution time KPIs — identifying performance gaps and implementing targeted process improvements that consistently drove satisfaction scores above established targets.
• Developed and maintained SOPs, response templates, and knowledge base articles that standardized team responses, reduced repeat ticket volume, and enabled faster resolution of common service requests.
• Utilized Microsoft 365 (Outlook, Teams, SharePoint) daily — managing communications, documentation repositories, and cross-functional coordination across a distributed, multi-market service environment.
• Conducted root-cause analysis on recurring issues — contributing findings to knowledge base documentation and process improvement initiatives that measurably reduced incident recurrence and improved overall service quality.
• Leveraged bilingual English and French fluency to support Canadian francophone customers — delivering seamless, culturally appropriate service across both official languages with consistent professionalism and empathy.

Operations Manager — Training & Support Center at JetSet Pilates (2023-01 – Present)

• Acted as primary point of contact for staff and client service requests — triaging incoming issues, categorizing by priority, routing to the appropriate team member, and following up to ensure timely, satisfactory resolution.
• Maintained accurate operational documentation, SOPs, and process guides — ensuring all team members had access to current standards; identified recurring issues through pattern analysis and built knowledge base resources that reduced repeat inquiries and improved service efficiency.

Client Service Transportation Supervisor — Referees & VAR Officials at FIFA World Cup 2026 (2026-01 – 2026-07)

• Operated as the primary escalation point for all service requests and operational incidents — triaging issues in real time, coordinating cross-functional resolution, and maintaining full incident documentation aligned with service desk best practices.
• Enforced compliance with FIFA safety, security, and data protocols across all operational touchpoints; maintained clear, professional bilingual communication (English & French) with international stakeholders — keeping end users informed of status and resolution timelines throughout every interaction.

Ed.D.