Dan Mutamwa
Ottawa,ON
Summary
I am a dedicated customer service professional with a passion for providing exceptional services with 5 years of experience, I've honed my skills in resolving customer inquiries, solving problems, and ensuring customer satisfaction. I thrive in fast-paced environments, using my excellent communication and empathy to connect with customers. My goal is to create positive experiences, turning inquiries into opportunities to exceed expectations. I'm proficient in handling various communication channels, including phone, Emails and Chat, and I'm always eager to adapt to new technologies and techniques.
Overview
5
5
years of professional experience
Work History
Delivery Intelcom Driver
Intelcom Canada
09.2023 - Current
- Ensuring efficiency of loading of all packages from the warehouse to delivary van in a good and organized manner
- Ensuring all loaded packages are well delivered to the customer on a daily basis
- Ensuring that the customer is pleased by the service I provided, by creating a friendly delivery environment.
Customer service supervisor
MTN Rwanda cell
06.2021 - 07.2023
- Oversee the customer service department and trained new customer service call center representatives in taking phone calls from our customers answering questions and recording special requests
- Service Activation: Assist customers with setting up new phone lines, internet connections, or additional services
- Maintains the daily schedule to ensure complete coverage for our customer base
- Billing Inquiries: Answer questions about billing statements, explain charges, and help resolve billing discrepancies
- Provide troubleshooting assistance for issues with mobile phones, internet connectivity, and all provided services
- Assist customers in upgrading, downgrading, or changing their subscription plans
- Explain international calling options, roaming charges, and data usage abroad
- Offer guidance on setting up and using smartphones, routers, and other telecom equipment
- Complaint Handling: Address customer complaints regarding service outages, call quality, or any other issues.
Office and Operations Manager
Delagua Health Rwanda
04.2020 - 06.2021
- Dealing with correspondence, complaints, and queries
- Preparing letters, presentations and reports and supervising and monitoring the work of administrative staff
- Ensure all operations are carried on in an appropriate, cost-effective way
- Ensure all materials needed are Purchase plan inventory and oversee warehouse efficiency
- Formulate strategic and operational objectives
- Manage budgets and forecasts
- Recruit, train and supervise staff
- Insure increase of quality and improved customer service relations.
Customer care Representative
GT Bank
12.2018 - 04.2020
- Assist customers with checking their account balances, recent transactions, and account statements
- Help customers with fund transfers, bill payments, and setting up automatic payments
- Provide information on loan and mortgage options, interest rates, and application processes
- Assist customers with credit card applications, balance inquiries, and resolving issues with fraudulent transactions
- Help customers update their contact information, change account types, or close accounts
- Educate customers on recognizing and reporting fraudulent activities and assist in resolving fraud-related concerns
- Offer basic financial guidance, such as budgeting tips and information on savings accounts
- Address customer complaints, resolve disputes, and escalate issues when necessary.
Education
Bachelor's degree - Economics
University of Kigali
Kigali, Rwanda07.2018
Skills
- Punctual and Reliable
- Problem-solving abilities
- Administrative and Office Support
- Complaint resolution
- Coordination
- Administrative Support
- Technical skills : Microsoft Office ( Power Point, Word, Excel, Teams, Outlook)
Legal Status
Canadian Open Work Permit holder - valid until March 2025
References
References available upon request
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Delivery Intelcom Driver
Intelcom Canada
09.2023 - Current
Customer service supervisor
MTN Rwanda cell
06.2021 - 07.2023
Office and Operations Manager
Delagua Health Rwanda
04.2020 - 06.2021
Customer care Representative
GT Bank
12.2018 - 04.2020
Bachelor's degree - Economics
University of Kigali
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