Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Joselyne Umurerwa

Ottawa

Summary

Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Detail-oriented administrative assistant with experience in customer service, data entry and office management. Motivated professional with extensive experience in customer service, sales and administrative tasks.

Overview

11
11
years of professional experience

Work History

Administrative Assistant

Ens Africa
05.2018 - 01.2023
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Scheduled office meetings and client appointments for staff teams.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.

Hotel Front Desk Agent

Radisson Blu Hotel
01.2016 - 05.2018
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
  • Collected room deposits, fees, and payments.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
  • Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
  • Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
  • Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
  • Answered phone within 1 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Stored guest valuables in safe and individual boxes for security.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.

Call Center Representative

Airtel Rwanda
05.2012 - 02.2015
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Education

BACHELOR - FINANCE

KIGALI INDIPENDENT UNIVERSITY
KIGALI
12.2016

Skills

  • Customer Service

  • Data Entry

  • Computer Skills

  • Office Administration

  • Strong Problem Solver

  • Database entry

  • Multi-Line Phone Systems

  • Confidential Document Control

  • Team Bonding

Languages

English
Full Professional
French
Professional Working
Swahili
Limited Working

Timeline

Administrative Assistant

Ens Africa
05.2018 - 01.2023

Hotel Front Desk Agent

Radisson Blu Hotel
01.2016 - 05.2018

Call Center Representative

Airtel Rwanda
05.2012 - 02.2015

BACHELOR - FINANCE

KIGALI INDIPENDENT UNIVERSITY

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Joselyne Umurerwa