Quality Analyst Assurance HR Delivery US/ Canada (Audit) Quality Assurance representative Bank retail Canada (Audit) Customer representative Sales process Inbound/ outbound. Canada (Banking/ Balance transfer) Customer Representative French/ English US?Canada ( Invoice, Billing) Apps SAP Service now etc.. Please do refer to my resume for more information. Note that I am willing to go undertraining to learn. Sincerely Grahi JUlien

1. Julien Bohoussou Grahi N’Guessan
Phone: +639062043534 - +639499046363
worldin1.grahijulien@gmail.com
OBJECTIVE
I utilize my professional skill towards a various field in quality assurance.
My initiative is to provide feedback and suggestions for a better work delivery or on the account I am
entitle to, I focus on providing confidence that quality requirements will be fulfilled.
My Enthusiasm and my organization are to perfect communication skills, to coach, to bring suggestions
and to prevent defects.
SKILLS
 Quality Analyst Assurance auditing, validating
 Analyst and Quality verifier auditing send feedback, Coach
 Team Lead Operation (supervisor)
 Experience working with a various sales entities
 Marketing research and collection information via phone to French speaking countries
PERSONAL SKILLS
 Impact306 – Verint
 InContact
 SAP
 Service Now
 Networking
 IT: hardware, troubleshooting,
 Microsoft office world, Excel
 Paint, sketch, draw, write scrip
 Fine art, in spare time design T-shirt
LANGUAGE SKILLS
 French (native)
 English (fluent)
 Hindi (basic)
WORKING EXPERINCE
July 2015 - Employed at IBM – (Full time employee)
Position: Quality Assurance Analyst – Human Resource
Account: RioTinto
Domains: EDM Canada/ Contact Center Canada and US/ ART Canada
 EDM (Employee Data Management): Validate employee data inputted in the system-
SAP (System Application and Product) send by the requestor through RTTMS (service now).
Discrepancies found during the validation are sent on a daily basis to the manager and the concern

2. practitioners for an immediate coaching and to correct the miss step during the input. The result of the
Team performance report is sent weekly basis to Manager it include the scores/ Team performance/
suggestions and coaching logs.
_ QA Interlock once in a week to discuss about the updates of the process
 Contact Center US and Canada: Evaluated calls/ Case created during a call or throughout RTTMS
(ServiceNow) received by HR representative agents from RioTinto employees and emails or
resolutions sent to employees.
_ QA Calibration: Meeting session which engage a conversation with the client to discuss about the
Team performance, Challenges, Call handling, process updates.
February to June - 2015 Ellora Telecom - (Contractual)
Position: CSR
Account: G3 Telecom
Domains: G3/ Telehop
 G3: Customer representative long distance calling card rate charges and offers, Home phone
registration, Internet and calling plan (Bundles), General Inquiries.
 Telehop: home phone reactivation, Billing & Remitting payment (Invoices) with online applications,
Monthly plan application and activation (Long Distance Rate),
Monitor outstanding balances and take appropriate actions to ensure clients pay as billed. General
Inquiries.
2013 - 2014 Aditya Birla Minacs or The Minacs Group – (Full Time employee)
Position: French Quality Assurance representative
Account: Toronto Dominion Bank – MBNA
Domain: Card Acquisition or CA French
 Description: Customer Service sales process credit card offers/ Insurance/ Balance transfer.
 Recognitions: Best Login Hours Jul 13– Best in Conversion Dec 13 ’14
 Promotion: French Quality Assurance representative
- Audit calls/ provide feedback / send report on a daily basis.
2011-2012 - Cosmolingua Institute of Foreign Language – (Contractual)
Position: Teacher
Domains: French Teacher/ Translator
Trained student the vocabulary, grammar, in acquiring good communication skill
Translation
2011- 2012 - Exevo, Mahon Estate, India – (Contractual)
Position: Marketing research officer
Domains: Online studies applications
 Marketing research outsourcing in French countries
• Business Research

3. • Survey Programing
• Data Analysis/ Coding
• Verbatim Coding
2011 - 2012 Coral Knowledge Services pvt.ltd, Kohan Enclave, India – (Freelancer)
 As a French Translator/ Interpreter/ Marketing Research I was sent to different companies for
business problem solving, partnership, Interpreter conference meeting, Data translations.
2001-2006 - DMC, Plateau Abidjan, Ivory Coast – (Full time employee)
Position: Manager
Domain: Sales management of Cocoa product
 Production Sale Manager
EDUCATION
2012 Picasso Animation School, South Ex1, New Delhi, Diploma
2010 BTS in Communication Ivory Cost Degree
2009 INSAAC Art school Abidjan Ivory Coast Diploma
2008 College Koffi Ackant, Dimbokro, Ivory Coast High School Degree
CERTIFICATE
 French Email and Business Writing - (Given on the 27th
of June, 2016 at Berlitz Language Center)