KLEBER IRIBAGIZA
Hamilton,ON
Summary
- Customer Satisfaction
- Effective Communication
- Team Collaboration
- Continuous Improvement
- Problem Resolution
- Adaptability
Overview
1
1
year of professional experience
Work History
Guest Experience Leader
Macdonald's Ancaster Meadowlands
- Customer Service: Providing exceptional and unforgettable guest experience by making sure the restaurant is clean and well organized, greeting customers, making sure they know how to use the self service kiosks in the restaurant, ensuring fast and accurate service, and addressing any concerns or complaints promptly.
- Team Coordination: Coordinating with other team members to ensure smooth operations and timely service delivery.
- Quality Control: Monitoring the quality of food and service to ensure Mcdonald's standards are met consistently.
- Upselling: Encouraging customers to try new menu items or promotions to increase sales and enhance customer experience.
- Performance evaluation: Providing feedback to crew members on their performance and areas for improvement to maintain high service standards.
French Bilingual Technical Support Representative
Foundever-Sitel Teleservices Canada, Inc.
- Handle inbound service calls in both French and English.
- Strive to meet and exceed metrics while providing excellent customer service
- Drive customer satisfaction through voice, chat and email communications
- Contributed towards a positive work environment by providing constructive feedback and sharing best practices with colleagues.
- Assisted customers with software installation and configuration, reducing the need for follow-up calls and support tickets.
- Enhanced customer satisfaction by providing timely and accurate technical support in both English and French languages.
- Maintained detailed records of customer interactions, allowing for efficient follow-up communication when needed.
- Resolved complex technical issues for clients, resulting in increased call resolution rates.
- Utilized bilingual skills to expand the company''s reach into diverse markets, increasing overall client base.
- Educated clients on product features and functionalities, enhancing their understanding of the technology and promoting selfsufficiency.
- Participated in quality assurance initiatives by reviewing support interactions and identifying areas for improvement, leading to consistent service delivery across the team.
- Escalated critical issues to senior technicians or management when necessary, ensuring prompt resolution of urgent matters.
- Collaborated with team members to improve overall service quality, leading to higher customer retention rates.
- Improved first-call resolution rate by effectively handling multiple tasks simultaneously while prioritizing client needs accordingly.
- Participated in ongoing training programs to stay updated on new technologies and industry trends, maintaining a high level of expertise in the field.
- Worked closely with sales representatives to provide pre-sales technical support, aiding in closing deals with prospective clients.
- Translated complex technical issues into digestible language for non-technical users.
Online Proctor
Worldwide E-learning Campus (WEC)
06.2023 - 08.2023
- Ensured optimal testing conditions for examinees through regular inspection of the environment for potential distractions or disruptions.
- Assisted in evaluating the effectiveness of current proctoring measures through data analysis based on incident reports filed throughout the academic year.
- Reduced instances of cheating by vigilantly monitoring exam rooms and maintaining a professional presence.
- Enhanced overall test-taking experience for students through effective communication and empathetic approach towards their needs during high-stress situations.
- Ensured smooth test administration by coordinating with faculty and staff on exam schedules, logistics, and requirements.
- Maintained a professional demeanor at all times, serving as a reliable source of information and assistance for students, faculty, and staff regarding exam-related concerns.
- Collaborated with faculty members to refine testing policies and adapt them to new formats or modalities of assessment, such as online or remote exams.
- Provided timely feedback to instructors regarding observed issues or trends in student behavior during exams that may require attention or intervention.
- Collaborated with other proctors to ensure consistent enforcement of testing policies across all examination sites.
- Increased student comfort during exams by providing clear instructions and addressing any concerns promptly.
- Promoted academic integrity by ensuring adherence to testing rules and guidelines among students.
Waiter
Tropicana Net Cafe
02.2022 - 08.2022
- Reduced wait times for seating by efficiently clearing tables immediately after guests'' departure.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Demonstrated extensive menu knowledge, enabling personalized recommendations for guests based on preferences or dietary restrictions.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Collaborated with team members to ensure seamless guest experiences and resolve any issues promptly.
- Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
- Ensured compliance with health regulations by maintaining cleanliness of work areas, utensils, and equipment.
- Reduced order errors by double-checking tickets before sending them to the kitchen staff for preparation.
- .Elevated overall guest experience by addressing dietary restrictions or allergies when recommending menu items to patrons.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Contributed to the restaurant''s positive reputation by consistently delivering exceptional service and building rapport with regular patrons.
- Complied with all company policies regarding uniform standards, punctuality, and professionalism.
Education
GED -
Cambridge Assessment International Education
EnglandBACHELOR'S DEGREE IN BIOCHEMISTRY CO-OP -
BROCK UNIVERSITY
04.2028
BILINGUAL HIGH SCHOOL DIPLOMA -
Blue Lakes International School
06.2023
Skills
- Bilingual (English and French)
- Strong customer service skills
- Strong attention to details
- Telephone Etiquette
- Guest Services
- Brand representation
- Leadership Qualities
- Fluency in multiple languages
- Policy Adherence
- Guest inquiry resolution
- Team member development
- Data entry proficiency
- Client Relationship Management
- Guest complaint resolution
- Guest communication
- Marketing
- Meeting Organization
- Time Management
- Problem-solving abilities
- Analytical Skills
- Written Communication
- Continuous Improvement
- Analytical Thinking
- Multitasking Abilities
- Reliability
- Teamwork and Collaboration
- Exceptional communication
- Professionalism
- Active Listening
- Training and mentoring
- Task Prioritization
- Self Motivation
- Strong organizational skills
- Computer skills ( Excel skills)
Leadership Experience
- President of the Mental Health Awareness Club, Blue Lakes International School, Rwanda
- School Representative, iDebate Competitions (Inter-school debate competitions for high schools in Rwanda)
- Minister of Integrity and Ethics, Cubahiro International School, Burundi
Personal Information
Gender: M
Languages
English
Native or Bilingual
French
Native or Bilingual
Swahili
Elementary
Accomplishments
Macdonald's Employee of the Month.
Timeline
Online Proctor
Worldwide E-learning Campus (WEC)
06.2023 - 08.2023
Waiter
Tropicana Net Cafe
02.2022 - 08.2022
Guest Experience Leader
Macdonald's Ancaster Meadowlands
French Bilingual Technical Support Representative
Foundever-Sitel Teleservices Canada, Inc.
GED -
Cambridge Assessment International Education
BACHELOR'S DEGREE IN BIOCHEMISTRY CO-OP -
BROCK UNIVERSITY
BILINGUAL HIGH SCHOOL DIPLOMA -
Blue Lakes International School