Hamad Harerimana
MONCTON,NB
Summary
Customer service specialist with 7+ years of industry experience, including 2 years as an account manager. Proven ability to handle fast-paced environments and address customer concerns promptly. Skilled team player with a positive demeanor, adept at building rapport with clients. Committed to maintaining professional relationships for increased profitability and business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Manager
CONCENTRIX
Moncton, New Brunswick
02.2022 - Current
- Ensured that client's customers are satisfied with our client's services and resolved escalated issues.
- Achieve revenue-based quotas based on successful management of client accounts and maintaining positive client relationships. Responsible for zero loss of client base in the last year.
- Maintaining long-term service commitments with assigned accounts.
- Working closely with clients and internal teams to manage software implementation projects and training, resulting in a 5% decrease in on-site service calls.
- Quickly built and maintained trusting relationships with clients.
- Used exceptional time management skills to prioritize a highly varied work schedule to meet all clients' and business needs.
- Studied client needs and expertly matched them with inventory and service contracts to accommodate.
- Clearly presented and negotiated contract agreements and partnerships with assigned clients increased client base by 12% in six months.
Sales Customer Support Specialist
SUPPORT SERVICE GROUP
Moncton, New Brunswick
01.2023 - 03.2023
- Provided daily assistance to 50 customers, addressing inquiries on sizing, accessories, and merchandise care.
- Informed about progress.
- Collaborated with internal departments to ensure smooth order progression for customers.
- Verified accuracy of purchase orders including pricing, product items, and special instructions.
Fraud/Risk Analyst Consultant
CONCENTRIX
Moncton, New Brunswick
12.2019 - 02.2022
- Promptly handled daily customer concerns and inquiries with 98% customer satisfaction.
- Adhere to company policies and scripts to consistently achieve call time ,quality and standards.
- Scored in the top 5% of employees for achieving the lowest cancellation rates.
- Reviewing account activities, placing security hold on accounts, placing lost/stolen statuses on debit, credit, and corporate accounts, and requesting documentation.
- Proved successful working with tight deadlines and a fast-paced atmosphere.
- Used Microsoft 365 and other software tools to create documents, communications, and collaborate with other business units to reduce fraud losses.
Chef Assistant
Casino Pink Apple
Nairobi, Kenya
01.2017 - 03.2019
- Assists main chef in kitchen with tasks like meal preparation, cooking streamlining, and dishwashing. Occasionally, functions as front desk personnel.
- Assisted in fast food establishments with customer handling, order taking and serving, cook equipment operation, food preparation, food area maintenance personnel and cashiering duties.
Education
Diploma In Hotel Management - Tourism And Hotel Management
Epren College of Professional Studies
Kenya01-2017
Skills
- Needs analysis
- Project Management
- Lead Development
- Complaint Management
- Conflict Resolution
- Technical support
- Problem solving and critical thinking
- Communication
- Customer service excellence
- Sales knowledge
- Multi-line phone talent
- Communication
- Problem-solving
Accomplishments
- I was recognized as an employee excellence winner 2023 and nominee for my work on the total Rewards team in my absence management, employee relations and benefits. I improved customer satisfaction scores by 15% through the completion of customer service training programs and asking customers for feedback.
Certification
Launch Program (2021)
Multicultural Association of the Greater Moncton Area, New Brunswick
CLB/OSA RESULTS: CLB CLASS
7 FIRST AID & CPR TRAINING IN WORKPLACE (2020-2023)
BASIC FOOD SAFETY TRAINING (2021-2027)
SSNB FIRE SAFETY AWARENESS
(2020)
SSNB WHMIS 2015 (2020)
Languages
English
Professional
French
Professional
References
References available upon request.
Timeline
Sales Customer Support Specialist
SUPPORT SERVICE GROUP
01.2023 - 03.2023
Account Manager
CONCENTRIX
02.2022 - Current
Fraud/Risk Analyst Consultant
CONCENTRIX
12.2019 - 02.2022
Chef Assistant
Casino Pink Apple
01.2017 - 03.2019
Diploma In Hotel Management - Tourism And Hotel Management
Epren College of Professional Studies
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