EVELYNE UMUTONI
Vancouver,BC
Summary
Holding a bachelor's degree in Business Information and Communication Technology, and bilingual in French and English. Have good professional experience with more than 3years in Management and Administration and strong customer service skills. Motivated by accomplishing goals and delivering the best to contribute to the team achievements and overall business objectives together with excellent organization and communication skills, I am passionate about making people's life better. I am a good listener with strong interpersonal skills, attention to details, excellent communication skills, hardworking, quick and constant learner, adaptable problem solver.
Overview
11
11
years of professional experience
Work History
Basic Wheelchair Program Coordinator
NATIONAL SEATING & MOBILITY
03.2022 - Current
- Assist customers/Occupational Therapists with inquiries in helpful and professional Manner Responsibilities:
- Telephone answering and liaising with therapists , directing, or assisting callers to find alternatives or solution to their question;
- Responding to inquiries/ educating therapists on program procedures and limitations;
- Working in collaboration with Rehab equipment specialists, Sales assistants, technicians, and basic wheelchair program Team to ensure equipment is complete and ready for clients;
- Receiving equipment prescriptions, forwarding set up forms to appropriate team, follow up on deliveries and billing for deliveries of equipment
- Receiving requests for return of equipment no longer needed, scheduling Their pick up and billing them
- Setting up appointments and coordinating times with therapists and nursing Staffs
- Maintenance of Customer records, including quotations, work orders, work orders, reservations, invoices, rental contracts among others
- Store program documentation digitally or in hard copy form as required
Customer Service Representative
NATIONAL SEATING & MOBILITY
03.2021 - 03.2022
- Managed approximately 40 incoming calls/emails and faxes per day from customers
- Assist customers with inquiries in helpful and professional manner Responsibilities:
- Answer phone calls/ emails and manage requests inquiries communicate with clients, Clinicians and caregivers to provide requested information;
- Verify that all necessary client information is documented, equipment detail entry, Assists in completion of work orders; contracts and invoicing;
- Perform data entry of all necessary information, including scanning documentation received, file document and folders digitally and hard copies when needed;
- Coordinates delivery and pick up of equipment;
- Collaborate with clinicians/ caregivers on phone calls or by email to gather needed information to get client equipment ready.
Customer Success Coordinator
VIRTRO Technology
12.2020 - 02.2021
- Assist in all aspects of customer life-cycle, care and Support in translation Responsibilities:
- Map current customer experience and propose new tools for better experience;
- Work closely with User Experience Design to find solutions;
- Customer service preparation
- Monitor development process and update on-boarding documents
- Performed QA testing on French versioning
- Entered French text data into CMS
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Managing Director
M STORE LTD
01.2016 - 01.2019
- Built effective networks with customers and suppliers and implemented sales plan Achieved Tasks:
- Designed and implemented customer service and strategic sales plan;
- Initiated Conversations with customers and proactively identified their needs;
- Identified consumers' requirements and improved products profitability;
- Developed marketing strategy for company in line with company objectives;
- Handled all inbound inquiries physically or via phone and email.
Operations Manager
STRONG CONSTRUCTIONS LTD
01.2013 - 01.2016
- Assistance to Managing Director and coordination of company's operations
- Achieved Tasks:
- Accuracy, completeness, and conformity of reports and provided investments;
- Worked with all departments and wrote minutes of all attended meeting;
- Actively sold Strong Constructions ltd services and negotiated with suppliers;
- Increased company productivity by 40% and improved employees job satisfaction;
- Computerized filling system;
- Increased customer satisfaction by improving follow-up;
- Set up full management/hierarchy system.
Education
Advanced Training for Young Managers -
Rhineland-Palatinate
Germany12.2015
Bachelor's Degree in Business Information and Communication Technology -
Mount Kenya University
Kigali Campus01.2013
Applied Physics -
Kigali Institute of Science And Technology
Kigali - Rwanda01.2011
Skills
- People person and methodical with good eye for detail
- Well organized and deal promptly with correspondence
- Multitasking, excellent communication and time management skills
- Confidentiality in data collection and data back-up
- Attention to details and accuracy in reporting and analysis
- Strong computer skills: Microsoft office suite, social media, digital networking
- Fluent in English, French and Kinyarwanda
Accomplishments
- Organized filing system: organizational skills led to reducing time to find documents from days to minutes in Strong Constructions Ltd
- Employees management strategies: helped Strong Constructions Ltd to manage a large number of employees by providing employee management system and got an award from the company
- Passionate about people: over 2 years' experience in running a retail business, my success was due to strong meaningful relationships and trust established with my clients and partners
- Customer relations management/Client Engagement: in my everyday job in M store, I always found myself advising clients on products and made it easy for them to get their desired products which lead to rapid growth of M-store and maintained customers
Timeline
Basic Wheelchair Program Coordinator
NATIONAL SEATING & MOBILITY
03.2022 - Current
Customer Service Representative
NATIONAL SEATING & MOBILITY
03.2021 - 03.2022
Customer Success Coordinator
VIRTRO Technology
12.2020 - 02.2021
Managing Director
M STORE LTD
01.2016 - 01.2019
Operations Manager
STRONG CONSTRUCTIONS LTD
01.2013 - 01.2016
Advanced Training for Young Managers -
Rhineland-Palatinate
Bachelor's Degree in Business Information and Communication Technology -
Mount Kenya University
Applied Physics -
Kigali Institute of Science And Technology
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