Michelange UMUTONI
Ottawa,Canada
Summary
Customer-focused Inbound Call Center Representative with verbal communication and active listening skills. Achieves set goals by aggressively cross-selling and referring customers to services and sales campaigns. Experienced in processing complex transactions and performing extensive research to resolve customer inquiries. Proficient in problem-solving and maintaining positive customer experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Cashier
Dollarama
03.2024 - Current
- Worked flexible schedule and extra shifts to meet business needs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Addressed customer needs and made product recommendations to increase sales.
Inbound Call Center Representative
Airtel Rwanda
01.2017 - 08.2023
- handle high volume incoming phone calls while adhering to the quality of standards, by accepting ownership for effectively solving customer issues, complaints, and inquiries, and by keeping customer satisfaction at the core of every decision and behavior.
- Provided timely feedback to management regarding customer inquiries and issues.
- Facilitated communication between customers and other departments to facilitate resolution.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Collaborated with colleagues to share best practices and improve overall team performance.
- Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
Education
High School Diploma -
Apace
Kigali,rwanda01-2007
Bachelor Degree - Business Information Technology
Kigali Independent University
Kigali, Rwanda06-2011
Skills
- Call management
- Problem-solving skills
- Data entry
- Communicating with clients
- Verbal and written communication
- Customer relationship management
- Call center operations
- Up-selling techniques
- Information protection
- Customer-service minded
- Patience
- Active listeniner
Certification
- Personal Support Worker Certificate – Saint elizabeth H.C, 2024
- CPR and First Aid Certification – Canadian Red Cross, 2024
- WHMIS Certification – 2024
Languages
English
Full Professional
French
Full Professional
Timeline
Cashier
Dollarama
03.2024 - Current
Inbound Call Center Representative
Airtel Rwanda
01.2017 - 08.2023
High School Diploma -
Apace
Bachelor Degree - Business Information Technology
Kigali Independent University
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