Aristide ONGNOKOLENE
MELLO
Summary
I am a dynamic and versatile professional with a strong background in customer service, social media management, and the added advantage of being bilingual. My experience in customer service has equipped me with exceptional communication and problem-solving skills, enabling me to provide top-notch service and ensure customer satisfaction.
In the digital realm, I have a proven track record of effectively managing social media platforms, increasing engagement, and growing online communities. I am well-versed in content creation, scheduling, and data analytics, staying attuned to the latest trends in the ever-evolving world of digital marketing.
With a strong foundation in customer service, social media expertise, and bilingual capabilities, I am well-prepared to contribute effectively to any role that demands a combination of these skills. My adaptable and results-driven approach positions me as a valuable asset in any professional setting.
Overview
4
4
years of professional experience
Work history
Customer care
Bitpanda
Paris
03.2025 - Current
- Assisting and supporting customers concerning the platform's products and services.
- Customer support via email and comprehensive management of user tickets.
- Resolving technical, transactional or user account issues.
- Collaborating with internal teams to improve customer experience.
- Monitoring quality KPIs and compliance with internal procedures.
- Making outgoing calls to assist users (onboarding, problem-solving, verification, file tracking, usage advice).
- Directing users to the right internal resources.
- Transmission of information and messages internally clearly and understandably.
- Managed over 50 customer calls per week.
Customer services advisor
Sodastream
London
01.2024 - 02.2025
- Assisted customers with varying questions using product knowledge and service expertise.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Recorded and processed customer data accurately.
- Maintained excellent client satisfaction by providing in-depth support.
- Implemented customer follow-up to uphold service standards.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Processed inbound customer calls, providing information on service or product upgrades
- Managed over 20 customer calls per day
Freelance social media manager
Freelance
London
09.2023 - 12.2023
- Scheduled social media posts, optimising reach and maximising community engagement.
- Generated creative ideas for social-first content aligned with campaign objectives.
- Delivered high-quality, timely content within the assigned budget.
- Created and managed all paid media campaigns on Facebook, Instagram and TikTok.
- Campaign management.
Paid search executive
Gotu
London
04.2022 - 08.2023
- Optimizing campaign performance and conversion rates by proactively managing campaigns and making suggestions to commercial on further revenue potential.
- Performed thorough testing and analysis to eliminate error and risk.
- Assessed campaign spending to maximize Return On Investment(ROI).
- Create search ads (working on the structure of ad groups, reviewing keywords and ads).
- Campaign management (focusing on KPIs such as CTR, quality score, CPC, and cost per action).
- Setting up paid media campaigns across Facebook, Instagram, and Google Ads when needed.
Assistant store manager
Replay
London
11.2021 - 03.2022
- Managed inventory levels, ensuring the store environment is organized and met safety measures.
- Supervised and trained staff to provide the highest level of customer service and improve sales.
- Resolved customer complaints and concerns in a timely and professional manner.
- Maintained a high level of product knowledge to enhance the customer's shopping experience.
Education
Social Media Certifield -
HubSpot
06.2020 -
Google Ads Certifield -
Skillshop
07.2023 -
Google Analytics Certificate - Google Ads
Skillshop
London 08.2023 -
Diploma of Higher Education - Accounting
Lycée Professionnel Jean Rostand
Chantilly 09.2008 - 07.2011
Skills
- Ticket management (eg
Zendesk) - Customer service and user
relations - Outbound calls and
telephone communication - Problem-solving
Working in a Fintech/Cryptocurrency
environment
- Organisation and time
management - Team spirit
- Empathy
Languages
French
Native language
Anglais
Fluent
C2
Espagnol
Upper intermediate
B2
Timeline
Customer care
Bitpanda
03.2025 - Current
Customer services advisor
Sodastream
01.2024 - 02.2025
Freelance social media manager
Freelance
09.2023 - 12.2023
Google Analytics Certificate - Google Ads
Skillshop
08.2023 -
Google Ads Certifield -
Skillshop
07.2023 -
Paid search executive
Gotu
04.2022 - 08.2023
Assistant store manager
Replay
11.2021 - 03.2022
Social Media Certifield -
HubSpot
06.2020 -
Diploma of Higher Education - Accounting
Lycée Professionnel Jean Rostand
09.2008 - 07.2011