Coeursy Mokoko

I am a customer support and digital support specialist with over 3 years of experience in remote customer service, technical support and tele-sales. I currently work as a Customer Support Agent & Agent Lead at Onepilot, where I handle customer requests, complex cases and complaints across email, chat and phone, while guiding other agents on procedures and quality standards. Before that, I worked as a virtual assistant on Upwork and Fiverr, as a tele-prospector at a call center in Meknes, and as an IT support technician and community manager for an NGO in Brazzaville. I hold a Bachelor's degree in Network and Information Systems Security, which helps me solve technical issues quickly and learn new tools fast. Two things I am proud of: achievement 1, with a number, e.g. I resolve an average of 60 tickets per day with a 98% satisfaction score and achievement 2, e.g. I coached 20 agents and helped raise the team's quality score by 97%. I am fluent in French (C1, spoken and written) and I speak English [level]. I am based in Morocco and work remotely with Google Workspace, Microsoft Office, ticketing tools and CRM software. I am now looking for a long-term, fully remote role in customer support, customer success or technical support, ideally supporting French-speaking customers.