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CV
Jeanne Eugenie
Ebakisse
Barcelona, Spain • 34-693-987207
Señor Customer Service Expert. <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
Detailed-oriented customer service associate with hands-on experience in business
development, international marketing and transport-logistics, key account management, training
and SOPs mangement, customer-oriented skill, technical and administrative support, and
customer and distributor services in multicultural organizations.
Instrumental in utilizing SAP, ORACLE, SALESFORCES, SIEBEL and advanced Microsoft
package applications, along with delivering robust market solutions and sales activities through
social media and telephone marketing. Proficient in identifying customer requirements and
delivering effective solutions to all problems.
Excellent time management skills combined with superior knowledge of customer services
industry.
Areas of Expertise
♦ Project Management ♦ Quality Control Analysis
♦ Key Account management ♦ Product regulation
♦ International marketing and transport-logistics ♦ Equipment Protocols
♦Customers and Distributors support ♦ Medical and Anatomical Skills
♦Time Management & Prioritisation ♦ Patient Monitoring
♦Details oriented ♦ Social Media Management.
Professional Experience
Arxada Barcelona, Cataluña, España. September 2022 - Present.
Senior Customer service expert for the French market and key Arxada customers across
Europe.
• Take a full Accountability of the O2C and B2C orders process.
• Work closely within a team and account managers.
• Organize and maintain sales documentation.
• Manage forecast order availability with the planning team.
• Organize training and monthly meetings with sales managers of Key European
accounts.
• Act at first point of contact for all enquiries for assigned customer and Account
managers.
• Interface between customers and internals departments such as Sales, Manufacturing,
Marketing and Transport-Logistics.
• Maintain close contact with OTC linked internal departments to ensure that the needs
and requirements of our customers are meet withing the capabilities of the business.
• Efficient processing and progression of customer orders to ensure customers are
ordering at optimum levels.
• Establish strong relationships with customer to optimize business opportunities.
• Effective and timely handling of customer complaints, involving relevant stakeholders and
maintaining a positive customer perception of OTC and Arxada.
Keysight Technologies Sales Spain, S.L.U. March 2020-September 2022
Customer Service Representative (CSR) for Spain and EMEA countries.
• Processing formal quote and orders, where accuracy and responsiveness are critical.
• Interface with sales and customers to provide accurate information, solve problems,
and serve a variety of pre-sales and post- sales functions.
• Serving the liaison between customers and appropriate internal organization.
• Managing and coordinating end to end customer experience by applying broad
knowledge of customer situation, company processes and compliance requirements.
• Interfacing with a variety of different parties: clients, sales team, logistics,
manufacturing, service technicians to execute customer requests.
• Resolving problems by applying established policies, procedures, and tactics.
• Determining and developing new or improved approaches to processes or tasks.
Bayer AG, Barcelona Jan 2018 – March 2021
Senior Assistant for French, Belgium and Swiss Market
Manage pre-post-sales functions by collaborating with sales team and executive management to
identify customer requirements. Interacted with customers to manage complaints, process
orders, and provide information about products. Attend to customer queries and ensured
resolution of complex issues across challenging situations to ensure delivery of remarkable
services.
● Order Management
● Claims and dispute Management
● Manage the backlog and facilitate healthy team dynamics while respecting priorities and
scope.
● I Increase productivity by analyzing customer and market trends.
● Strengthen customer relationships by assisting customers and colleagues with technical
information.
Colgate – Palmolive and Apple-Care/Sellbytel, Barcelona Jan 2016 – Jan 2018
Customer Service Representative for France and Belgium
Interacted with customers to manage complaints, process orders, and provide information about
products and services across French social media networks. Engaged French customers over
telephone and addressed specific queries. Assisted customer with complains and questions
(Email and phone) and Resolved customers’ complaints by identifying problems and taking
appropriate corrective action through enhancing client retention ratio significantly.
● Achieved 100% organizational goals and objectives by providing proactive and effective
customer service.
●
Hospital Universitario de Bellvitge, Barcelona Jan 2014 - Julio 2014
Service for Diagnostic Imaging – Radiology Technician.
Calibrated machinery appropriately to complete diagnostic scans and developed X-ray film for
diagnostic purposes. Assessed patients during scans and documented behaviors and results as
well as collaborated with physicians and radiologists to complete ordered scans. Examined with
Mammography, Emergency Radiology, Nuclear Medicine, and Magnetic Resonance equipment
to enhanced knowledge.
● Carry out scans with computerized tomography equipment including, Scans with bone
densitometry, Radiological examinations surgery, and operating room.
● Organized and maintained operational work area according to patients need.
Clínica Creu Blanca, Barcelona Oct 2012 – Jun 2013
Image for Diagnostic Radiology Technician
Performed daily activities to ensure patient care by keeping patients calm during testing and
questioning process.
Managed patients’ room by arranging necessary equipment’s, supplies, and medications as well
as responsible along with conducting patient’s radiology examinations.
● Devise and implement more effective protection-related activities by presenting radiation
safety standards to patients.
● Maintained work area to facilitate patients during radiology examination.
Career Note
Radiology Technician - Centro Hospital of Essos, Yaoundé (Sep 2009 – Mar 2011)
Technical Medical Health Radiology and Medical Imaging - Central University Hospital,
Yaoundé (Feb 2008 – Feb 2009)
Receptionist - Hotel Hilton, (May 2007 – Dec 2008)
Sales Woman - Boutique, Katios (Jan 2006 – Feb 2007)
Education
Diploma Degree in Senior Technical Image for Diagnosis
(2012 – 2014) Ramon y Cajal Institute, Barcelona
Homologation of the Graduated in Compulsory Secondary Education (2011 – 2012)
Spanish Baccalaureate Degree, Barcelona
Bachelor of Image for Diagnosis - Faculty of Medicine of Yaoundé (2008
– 2011) University of Yaoundé.
Bachelor’s degree Technician in Radiology
(2003 – 2006) Institute of Science and Technology
Paramedic, Yaoundé.
Associate degree - Faculty of Biochemistry (2001– 2003) University of Yaoundé 1.
Languages
French – Native | Español – Fluent (DELE - Nivel C2) | Ingles – Fluent | Italiano – Fair | Catalan
– Basic
job description
Customer Service Representative French
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Representative French
Req ID
95042
Posted
Apr 11, 2025
Function
Customer Service
Location
Barcelona, B, ES, 08000
CUSTOMER SERVICES REPRESENTATIVE FRENCH SPEAKING
Location: Barcelona, Spain
The Customer Service Representative is the primary contact for customers, providing outstanding support and resolving inquiries with efficiency and professionalism. In this role, you will address a variety of customer needs, such as providing product information, troubleshooting issues, and managing service requests, all while ensuring clear and effective communication. Working closely with cross-functional teams, you’ll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.
Your main focus:
Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care, providing prompt and professional support across multiple communication channels (phone, email, chat, etc.).
Order Management: Handle all types of customer orders from placement to invoicing, ensuring accuracy and efficiency. Manage order rescheduling, back-order management, and invoicing (EDI, PDF, or mail).
Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders, Planning and Logistics to meet requested delivery dates, and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.
Customer Communication: Deliver clear and accurate information to customers regarding orders, delivery statuses, invoices, product availability, pricing discrepancies, and claims. Maintain the company’s tone and customer experience standards while adapting to customer-specific needs.
Returns and Refusals: Manage returns and refusals, including analysis, approval coordination, and processing with the SSC.
Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently, escalating complex cases to the CS Operations Manager when required.
Audit Support and Compliance: Provide support for daily, monthly, and yearly audit checks (e.g., OTC22, OTC50), ensuring compliance with company policies and standards.
Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!
Key success measures for the Customer Services Representative include the following:
Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and error-free order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).
Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient, accurate, and professional customer service interactions.
Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.
Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.
The Customer Services Representative will liaise with various stakeholders, such as:
BU CS Operations Manager
BU Sales representatives
BU Supply planning
Logistics & transportation
Customers
Master data analysts
SSC
YOU ARE A COTY FIT
You have strong problem-solving skills and have the ability to think quickly & resolve issues effectively.
As a Customer Services Representative, you get energy from working in a fast-paced, diverse, and challenging environment.
Other than that, we are looking for candidates who:
Have a high school diploma or equivalent (required)
Bachelors degree in a relevant field (preferred)
1-3 years experience in a customer service, support or call centre role
Knowledge & technical understanding of SAP for Order Processing
Experience with CRM tools (e.g., Salesforce, Zendesk) will be a plus
Basic fluency/proficiency in English and proficient or native in French
Good communication & interpersonal skills
Strong MS office skills, especially MS Excel
Multitasking ability, with excellent time management and organizational skills
OUR BENEFITS
As our Customer Services Representative, some of the benefits you will receive are:
Competitive remuneration and perks will be matched with your experience and knowledge.
Ticket restaurant (daily diet for meals)
Company products / Access to the company shop
Life and accident insurance
RECRUITMENT PROCESS
A screening call with the recruiters
A first online/in-person interview with hiring managers
A second interview (optionally)
Feedback, verbal offer
Hiring
ABOUT COTY
Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty! For additional information about Coty Inc., please visit www.coty.com/your-career.
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notes
Have you used SAP 4HANA (“Fourhana”)? Yes she’s actually using SAP 4HANA (“Fourhana”)
Have you managed order Entries in SAP? Yes, VL02N; VF01; MD04; VA01; VL71; YSDSLR0025; VLPOD; VT03N; MMBE; VD03; XD07; …etc
Could you please tell me any transaction in SAP? Inside an order I can also modify
. Sold-to;
. Ship-to;
. PO number
. PO date
. Deliver Plant
. Payment- terms
. Incoterms
. Order quantity
. Price discounts
. Shipping tab( route, reason for rejection, …) . . . .
. Header details (texts, partners, additional data…) . . Extras tab(add Output )
. Sales document ( create a delivery, add a note, add an attachment…)
…etc
What sort of changes did you modify in an order? Delivery date, materials, pricing, blocks, etc.
How many orders do you manage daily?
With SAP, I've already had to manage 50 orders per day (entering and tracking).
Within my company, we've implemented a new order receiving and entering in SAP (automatically from a customer platform ).
So now I place few orders myself, but I still manage about 50 orders per day (verification, validation, unblocking, delivery, invoicing, …etc)..
Do you use pivot tables? Yes, I use a pivot table to manage large volume orders and create a macro to transfer them to SAP.
Questions
Candidate Information - Job related skills, experience, education and summary
Candidate Name:
How did the candidate hear about the opportunity:
LinkedIn headhunt
What is your motivation for looking for a
new opportunity/ applying to Coty?
Education:
o
Previous/Current Company & Position & reason for leaving? o
Overview of Candidates relevant experience to date:
Technical Skills:
SAP Specific Questions:
o Have you used SAP 4HANA?
o Have you managed Order Entries in SAP?
o Could you please tell me any transactions in SAP?
o What sort of changes did you modify in an order?
o How many orders do you manage daily?
o Do you use pivot tables?
Additional Screening Comments - relevance of Experience, Communication & Soft skills
ASSISTANT
Certainly! Below is a structured analysis of Jeanne Eugenie Ebakisse’s CV, the job description, notes, and answers to the screening questions you provided:
---
### Candidate Information - Job related skills, experience, education and summary
**Candidate Name:** Jeanne Eugenie Ebakisse
**How did the candidate hear about the opportunity:** LinkedIn headhunt
**Motivation for applying to Coty:**
(No explicit answer provided in the materials. Candidate might be motivated by joining a large global company like Coty with opportunities for growth, working in a fast-paced environment, and leveraging her French language skills and extensive customer service experience.)
---
### Education
- **Diploma Degree in Senior Technical Image for Diagnosis** (Ramon y Cajal Institute, 2012 – 2014)
- **Spanish Baccalaureate Degree** (2011 – 2012)
- **Bachelor of Image for Diagnosis** (Faculty of Medicine of Yaoundé, 2008 – 2011)
- **Bachelor’s degree Technician in Radiology** (2003 – 2006)
- **Associate degree in Biochemistry** (University of Yaoundé 1, 2001–2003)
Summary: While her education is medically oriented (radiology, diagnostics), she has pivoted into customer service roles primarily in commercial and sales support fields since 2016.
---
### Previous/Current Company & Position & Reason for leaving
- **Current:** Senior Customer Service Expert, Arxada, since Sept 2022.
- **Previous:**
- Customer Service Representative, Keysight Technologies (2020 – 2022)
- Senior Assistant, Bayer AG (2018 – 2021, overlapping with Keysight tenure possibly due to dates)
- Customer Service Representative, Colgate – Palmolive & Apple-Care (2016 – 2018)
- Radiology Technician roles (2012 – 2014 and earlier)
**Reason for leaving:** Not explicitly stated. Possibly seeking career advancement, stable full-time roles, or moving into sectors with dynamic customer service opportunities such as Coty.
---
### Overview of Candidate's Relevant Experience
- Over 6 years in customer service roles for French, Spanish, Belgian, and Swiss markets.
- Experience managing Order to Cash (O2C) and Business to Consumer (B2C) order processes, forecast management, and documentation maintenance.
- Skilled in cross-departmental collaboration with sales, marketing, logistics, manufacturing, and transport teams.
- Experienced in handling customer complaints, claims management, and order fulfillment issues.
- Proven ability to maintain strong client relationships and improve client satisfaction.
- Advanced use of CRM tools including Salesforce; extensive SAP experience (SAP 4HANA and relevant transactions).
- Strong organizational and training skills — organizing meetings, training sales managers.
- Multilingual: Native French, fluent Spanish and English, which aligns perfectly with the French customer focus of the role.
---
### Technical Skills
- SAP 4HANA expertise with practical experience in order entry, tracking, and modifications (VL02N, VF01, MD04, VA01, VL71, VT03N, etc.).
- Ability to modify multiple order parameters including sold-to/ship-to party, PO details, delivery plant, payment terms, incoterms, pricing, shipping information, and sales document notes.
- Order volume management of ~50 daily orders (entry, validation, unblocking, invoicing).
- Use of MS Office (Excel pivot tables, macros) for data management and large volume order handling.
- CRM experience: Salesforce, Oracle Sales Cloud, Siebel.
- Social media marketing and sales support.
---
### SAP Specific Questions
- **Have you used SAP 4HANA?**
Yes, currently using SAP 4HANA in order management and support tasks.
- **Have you managed Order Entries in SAP?**
Yes, including transactions VL02N, VF01, MD04, VA01, etc.
- **Could you please tell me any transactions in SAP?**
Modifications include sold-to/ship-to changes, PO number and date changes, delivery plant adjustments, payment terms, incoterms, quantities, price discounts, shipping details, header details, and extras like notes and attachments.
- **What sort of changes did you modify in an order?**
Delivery date, materials, pricing, order blocks, shipping instructions.
- **How many orders do you manage daily?**
Approximately 50 orders per day, including verification, validation, unblocking, delivery, and invoicing.
- **Do you use pivot tables?**
Yes, regularly use pivot tables and created macros to aid in managing large volume orders and SAP data integration.
---
### Additional Screening Comments
**Relevance of Experience:**
Jeanne’s experience strongly matches the key requirements of the Coty Customer Service Representative - French speaking role. She brings extensive experience with SAP 4HANA, order management, complaint handling, and collaboration with internal teams similar to those at Coty (Sales, Planning, Logistics, Credit Management). Her multi-market customer service background with B2B and B2C focus aligns well with Coty's requirements.
**Communication & Soft Skills:**
Given the roles described, Jeanne demonstrates strong communication skills, especially in multicultural and multilingual environments, and experience dealing with complex customer issues. Her facilitation of trainings and meetings shows leadership and interpersonal skills.
---
### Summary Evaluation
| **Criteria** | **Candidate Assessment** |
|-------------------------------|-----------------------------------------------------------------------------|
| Languages | Native French, fluent Spanish & English – excellent for French customer base |
| Customer Service Experience | 6+ years senior roles supporting European markets with strong order O2C knowledge |
| SAP Skills | Extensive experience with SAP 4HANA and transaction codes, order management modifications |
| Order Volume Handling | Manages ~50 orders daily, uses Excel and macros efficiently |
| Collaboration & Communication | Interfaces with internal departments (Sales, Logistics, Credit), organizes training |
| Technical & Soft Skills | Strong multitasking, problem-solving, time management, and client relationship skills |
| Education | Medical background, but with relevant training in customer service and order management |
| Motivation | Not specified, but likely seeks a challenging customer facing role in an international environment. |
---
If you want, I can help you draft specific answers to the candidate screening questions or prepare interview questions based on this analysis.