Boris Douon Email & Phone Number

Abidjan, Ci

Abidjan, Ci

Abidjan, Côte D'Ivoire

* I served as an analyst on Mastercard’s Security Awareness Team * Helped identify and report security threats such as phishing * Analyzed and identified which areas of the business needed more robust security training and implemented training courses and procedures for those teams

• Provided comprehensive technical support to Strikingly's clients via email, chat and addressing inquiries and resolving issues related to website development with NoCode, Hosting, and Domain Management.• Demonstrated expert knowledge of Strikingly's platform features, tools, and functionalities to guide clients through troubleshooting processes and optimize their website building experience.• Collaborated closely with cross-functional teams, including product development, engineering, and customer success, to escalate and resolve complex technical issues in a timely manner.• Translate user interface elements, help content, knowledge base articles, and other text within the platform from English to French, ensuring accuracy, clarity, and consistency• Developed and maintained detailed documentation for internal knowledge base and customer-facing help resources, ensuring consistency and accuracy in support procedures and best practices.• Participated in product testing and feedback processes, identifying bugs, suggesting improvements, and advocating for enhancements to enhance overall customer satisfaction and product quality.• Proactively monitored support metrics and performance indicators, such as response times, resolution rates, and customer satisfaction scores, to identify trends and areas for improvement.

• French Service Desk Analyst internship program at Tata Consultancy Services

Bengaluru, Karnataka, India

UI/UX interface Design with Html, CSS, Javascript