Veronique BIANGA
Bilingual Sales & Customer Engagement Specialist
Salford
Summary
Bilingual client engagement specialist with 8+ years’ experience in customer service, billing, and support within fast-paced, multi-channel environments. Proven ability to convert inbound requests into actionable solutions, manage client accounts, and contribute to team-based targets. Seeking to transition into a Sales Development Representative role to leverage strong communication, CRM familiarity, and goal-driven mindset to generate pipeline and drive business growth.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
2
2
Languages
Work History
Customer Engagement Executive – Multichannel Support
VISION DIRECT
09.2022 - 04.2025
- Responded to high volumes of customer queries, converting inbound requests into actionable solutions.
- Developed empathy-driven communication to resolve objections and ensure satisfaction.
- Participated in cross-functional collaboration with sales and marketing teams to relay customer feedback.
- Handled sensitive issues requiring product knowledge, timely resolution, and follow-up.
Account Receivable & Client Interaction Specialist
GENPACT
01.2019 - 05.2022
- Maintained clear communication with customers regarding billing and payment discrepancies.
- Acted as a liaison between finance and customer care to resolve account issues and improve experience.
- Developed reporting processes and account summaries to improve visibility for internal teams.
- Regular outbound outreach to follow up on delayed payments — enhancing persistence and follow-up abilities, key for SDR success.
CUSTOMER SERVICE ADVISOR
INTELLING
01.2017 - 01.2019
- Assisting the customer on queries.
- Solving issues on placed orders.
- Dealing with complaints cases.
- Ensuring deliveries within timescale.
- Receiving inbound calls including transferred sales leads and calls from current and potential customers.
- Answering questions about the product details, the company, and issues with account for the customers.
CUSTOMER SERVICE ADVISOR
THE FRAGRANCE SHOP
01.2015 - 01.2017
- Answering incoming calls from customers for various reasons to provide information about products and services.
- Taking orders, cancelling orders.
- Resolving complaints and providing information via phone, email, chat, or social media.
- Referring unresolved customer grievances or special requests to designated departments for further investigation.
- Processing refunds and replacements.
- Ensuring deliveries within timescale.
Education
HND - HOSPITALITY MANAGEMENT
LONDON SCHOOL OF BUSINESS
01.2013 - 01.2015
BA (Hons) - Business Administration
Lille University
01.1995 - 01.1997
A levels - Economics, Business, Technology, Management
Lille College
Skills
Outbound & Inbound Communication
Certification
Current driving licence
Timeline
Customer Engagement Executive – Multichannel Support
VISION DIRECT
09.2022 - 04.2025
Account Receivable & Client Interaction Specialist
GENPACT
01.2019 - 05.2022
CUSTOMER SERVICE ADVISOR
INTELLING
01.2017 - 01.2019
CUSTOMER SERVICE ADVISOR
THE FRAGRANCE SHOP
01.2015 - 01.2017
HND - HOSPITALITY MANAGEMENT
LONDON SCHOOL OF BUSINESS
01.2013 - 01.2015
BA (Hons) - Business Administration
Lille University
01.1995 - 01.1997
A levels - Economics, Business, Technology, Management
Lille College
Languages
French
Native or Bilingual
English
Professional Working
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