Cedric Baende
London,Greater London
Summary
Dynamic and results-driven professional with over 10 years of customer service experience across multiple industries and two continents. Brings extensive expertise in communication, interpersonal skills, sales and negotiation, and customer relationship building. Proven track record in the energy sector, excelling in lead generation, prospecting, and cold calling. Adept at utilising CRM tools for market research and analysis, while ensuring inventory quality assurance management. Demonstrates strong product and service knowledge with a focus on teamwork, multitasking, adaptability, problem-solving, and decision-making. Possesses regional and cultural awareness with multilingual proficiency in English and French, successfully supporting diverse client bases across national and international markets.
Overview
17
17
years of professional experience
Work History
Communicator
HSBC Corporate Banking
London, Greater London
09.2023 - Current
- Provided bilingual support (French/English) to HSBC corporate cardholders, addressing inquiries, resolving issues, and troubleshooting online banking and digital service concerns.
- Delivered exceptional customer service by actively resolving concerns with professionalism and empathy.
- Supported crisis communication and ensured alignment with global messaging on products and services.
- Acted as a liaison between relationship managers and card administrators for seamless operations.
- Managed account-related tasks, including openings, closures, fund transfers, and updates, while adhering to compliance standards.
- Maintained accurate records and reports to support efficient team coordination.
Energy Specialist
E.ON Next
London, Greater London
01.2022 - 07.2023
- Handled 20+ calls and 15+ emails daily managing inbound and outbound communications.
- Managed metering inquiries, including troubleshooting, engineer bookings, and B2B/B2C account support.
- Resolved technical issues, optimized workflows, and improved customer satisfaction.
- Assisted with electric vehicle inquiries and prepayment meter accounts.
- Handled complaints, liaising with the Ombudsman for timely resolution.
- Verified energy bills and meter readings, addressing discrepancies and ensuring accuracy.
Sales agent
CCA International Comdata
London, Greater London
07.2019 - 11.2021
- Maintained accurate records of customer interactions to track inquiries and resolutions.
- Boosted sales by 10% through effective sales techniques and meeting quality conversation targets.
- Handled 25+ daily calls, achieving KPIs for customer satisfaction and sales performance.
- Resolved inquiries and complaints promptly, ensuring positive experiences for all customers.
- Enhanced customer retention through personalized support and exceptional service.
- Demonstrated product features to increase awareness and drive sales, addressing objections effectively.
- Managed merchandise tagging and signage updates for accurate representation.
Customer Service Advisor
British Gas
Leicester, Leicestershire
06.2017 - 05.2019
- Efficiently managed high call volumes, ensuring timely resolutions and quality service.
- Promoted and sold British Gas products, providing detailed advice to maximize customer satisfaction.
- Coordinated engineer visits for repairs and breakdowns, ensuring prompt service delivery.
- Used cross-selling and upselling techniques to boost sales and enhance customer value.
- Maintained accurate records of all customer interactions for effective follow-up.
Customer service associate
Amazon Fulfilment
Leicester, Leicestershire
04.2016 - 05.2017
- Handled customer inquiries via phone, email, and chat.
- Resolved issues with orders, deliveries, returns, and refunds.
- Maintained accurate records in internal systems (CRM).
- Met performance targets for quality, speed, and customer satisfaction.
- Promoted self-service tools and provided product support.
- Escalated complex issues while ensuring a positive customer experience.
Business Develpoment Advisor
KWLC
Johannesburg, Gauteng
01.2011 - 12.2013
- Conducted market research to identify growth opportunities in Southern and Central Africa logistics.
- Built strategic partnerships with stakeholders to streamline operations.
- Developed strategies that increased annual revenue by 15%.
- Optimized route planning and reduced costs to enhance delivery timelines.
- Ensured compliance with trade regulations and customs procedures.
- Mitigated risks to maintain uninterrupted service delivery.
- Strengthened client relationships through personalized support and effective contract negotiations.
- End-to-End Sales & Deal Closure
Customer service representative
Virgin Mobile
Johannesburg , South Africa
11.2007 - 12.2010
- Effectively responded to high volumes of inbound and outbound customer calls, emails, and web chat inquiries, ensuring prompt and accurate resolutions.
- Delivered exceptional customer service by handling account inquiries, processing orders, and addressing billing concerns, SIM activations, and mobile data plans
- Conducted telemarketing and market analysis calls to prospective and existing clients
- Handled customer complaints with professionalism and empathy, escalating complex issues when needed
- Logged customer interactions in CRM, ensuring data accuracy and compliance.
- Stayed updated on products, promotions, and procedures to provide accurate information.
- Consistently exceeded targets for call handling, customer satisfaction, and issue resolution.
Education
BSc Hons - Oil Gas and Energy Management
Coventry University
Coventry 09.2016 - 06/2021
Certificate of Higher Education - B2B Business Development & Sales Training
The CPD Certification Service
United Kingdom 05/2023 - 05/2023
Certificate of Higher Education - Level 1, 2 and 3 Diploma in Sales and Marketing
The CPD Certification Service
United Kingdom 05/2023 - 05/2023
Certificate in SMME Management - SMME Management
University of South Africa
Pretoria 01.2011 - 12/2011
Certificate of Higher Education - Advanced Certificate in Management
Milpark Business School
Johannesburg 01.2009 - 01/2010
A-Levels - Littéraire (Literary)
CS La Sapinière
Kinshasa 09.1999 - 05/2005
Skills
- Communication and Interpersonal Skills
- Sales and Negotiation
- Customer Relationship Building
- Energy Sector Knowledge
- Lead Generation and Prospecting
- Cold Calling
- CRM Tools Proficiency
- Market Research and Analysis
- Inventory Quality Assurance Management
- Product and Service Knowledge
- Teamwork
- Multitasking and Adaptability
- Problem-Solving and Decision-Making
- Regional and Cultural Awareness
- Multilingual Proficiency (French and English)
Timeline
Communicator
HSBC Corporate Banking
09.2023 - Current
Energy Specialist
E.ON Next
01.2022 - 07.2023
Sales agent
CCA International Comdata
07.2019 - 11.2021
Customer Service Advisor
British Gas
06.2017 - 05.2019
BSc Hons - Oil Gas and Energy Management
Coventry University
09.2016 - 06/2021
Customer service associate
Amazon Fulfilment
04.2016 - 05.2017
Business Develpoment Advisor
KWLC
01.2011 - 12.2013
Certificate in SMME Management - SMME Management
University of South Africa
01.2011 - 12/2011
Certificate of Higher Education - Advanced Certificate in Management
Milpark Business School
01.2009 - 01/2010
Customer service representative
Virgin Mobile
11.2007 - 12.2010
A-Levels - Littéraire (Literary)
CS La Sapinière
09.1999 - 05/2005
Certificate of Higher Education - B2B Business Development & Sales Training
The CPD Certification Service
05/2023 - 05/2023
Certificate of Higher Education - Level 1, 2 and 3 Diploma in Sales and Marketing
The CPD Certification Service
05/2023 - 05/2023
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