IRENE NAKIYIMBA
Contact Centre Specialist
York,ON
Summary
Driven with 3-5 years of experience in managing and administering the Five9 platform in a contact setting . Proven history of managing complex infrastructures and data center operations. Strong hands on Five9,IVA and studio for building automated workflows,Five9 agent assist deployment and optimization. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
S&P Data
11.2022 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Data Entry Intern
Teleperformance
05.2022 - 09.2022
- Contributed to project success by meeting tight deadlines for data entry tasks without sacrificing quality.
- Maintained strict confidentiality while handling sensitive client information according to company guidelines and legal regulations.
- Demonstrated adaptability by quickly learning new software programs and adjusting to changes in database structures or requirements.
- Gained valuable insights into industry trends through research assignments, further informing data-driven decision making within the organization.
- Scanned documents and saved in database to keep records of essential organizational information.
Education
No Degree - Customer Service Excellence And Canadian Workplace
Ontario Training And Education Centre
Toronto, ON12-2022
Bachelor of Science - Computer And Information Sciences
MAKERERE UNIVERSITY BUSINESS SCHOOL
Kampala Uganda10-2021
Skills
- Proficiency in Five9 administration and contact center setting such as ( IVR,ACD,dialer,WFM and omnichannel engagement (voice,chat,email,SMS)
- Experience with CRM integrations for example salesforce,Microsoft Dynamics 365,Zendesk and ServiceNow
- Familiarity with AI capabilities in contact centers as natural language(NLU),realtime transcription and sentiment analysis
- Good communication skills and ability to work across-functional teams
- Basic knowledge of AIPs,SIP, VoIP, telephony and networking concepts
- Excellent analytical and troubleshooting skills, with a strong problem -solving ability
- Familiarity with workforce Management, call compliance, call recording policies and privacy regulations
- Basic scripting skills,(JavaScript,JSON,or , XML for advanced logic and integrations
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Full Professional
Certification
- Sales Essentials Certificate
Interests
- I enjoy helping others and giving back to the community
- DIY and Home Improvement
- Cooking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
S&P Data
11.2022 - 02.2025
Data Entry Intern
Teleperformance
05.2022 - 09.2022
No Degree - Customer Service Excellence And Canadian Workplace
Ontario Training And Education Centre
Bachelor of Science - Computer And Information Sciences
MAKERERE UNIVERSITY BUSINESS SCHOOL
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