Joseph Dimitri Ketchankoue

• Enhanced departmental performance metrics through diligent follow-up on past-due accounts and timely resolution of disputes.
• Supported management decision-making by providing detailed reports on collection activities and results regularly.
• Demonstrated strong problem-solving skills by effectively resolving complex customer issues related to billing disputes and account discrepancies, leading to improved customer satisfaction levels and reduced resolution times.
• Increased efficiency in the collections process through regular monitoring and analysis of outstanding accounts.
• Preparing monthly AR ledger reconciliation in Blackline for audit purposes
• Analyses customers' financial status for terms of
  sale and appropriate credit limits and maintain
  them according to company policy and
  Sarbanes-Oxley requirements.
• Proactively contact over 900 customers, primarily
  by telephone, regarding payments to ensure
  invoice processing and timely payments.
• Established follow up tracker for orders on block.
• Updating Collection software at all times with
  actions and follow-ups taken.
• Acted as team leader in group projects,
  delegating tasks and providing feedback to Lead , Team Leader
• As a certified trainer facilitator ,Asked all tools access for the new joiners , assigned body and trainers , trained and mentors new employees from transitions
• Lead Sales call with Senior sales managers and Financial Planning & Analysis once a month and twice at the end of each quarter to provide data from finance view about Customers Credits limits

• Perform checks and evaluate credit limits on new and existing customer accounts within the designated portfolio in line with company policy
• Carry out necessary procedures to place accounts on hold assigned accounts, and closely monitor them to ensure timely release of orders upon receipt of payment or appropriate evidence.
• Liaise with other departments and communicate credit hold or block decisions to all relevant parties.
• Daily monitoring Collections activities and invoicing process using ERP system ( SAP, Chorus portal, Ariba, Coupa,Cegedim Kiss..
• Allocate credits in consultation with Cash allocation team, Customer Services and customers.
• Update core systems manually to accurately reflect credit limits, hold status, etc.

My Primary task is to handle return packages and commissions from our customers and distributors

• Refunds unwanted package
• Check on if Data of our distributors has been saved correctly in ERP P1
• Contact Distributors by email to provide the IBAN for commissions pay out
• Handle Underpayment and not paid products with the distributors and customers
• Handle Wire payment

• My Primary task is to answer our customers and distributors by phone and email
• Answering Products, Website and order related Inquiries
• Documentation of incoming inquiries as we want to improve continuously
• Commercial Support: Order management, order entry, price checking, order clearing, complaint handling, coordination of delivery and billing
• End-to-end order status management (Order fulfillments, customer requests, products changes and returns)
• Proactively act to understand and solve customer needs and identify solutions to non-standard task/queries
• Administrative tasks and Ad Hoc requests.
• Collaborated with sales team to develop targeted strategies, increasing overall revenue.
• Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
• Coordinated logistics for trade shows and events, effectively promoting company products and services.

• Maintains direct contact with the client or ticket owner, is available for receiving calls/ e-mails/ tickets/requests/incidents and to answer them as soon as possible
• Records the incoming client requests-orders or incidents-, creates tickets
• Questions the client thoroughly in the interest of fault diagnosis
• Monitors the systems and creates a ticket when a defect is detected
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Identifies, diagnoses and categorizes the incident/call/ticket and determines priorities
• Solves simple problems in connection with MS Office applications and the most common operation systems with the help of the knowledge base
• In case of working in the telecom systems field, solves simple problems concerning networks and network components
• Changes user settings from distance if needed
• Forwards more complex problems to next level of support
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Updates client information and the ticket management system throughout the whole process, and logs information
• Tracks tickets and informs the client about its status
• Observes the expected service levels as stated in the contract
• Closes the ticket
• Reports to the requester of report at the requested frequency.