Muhirwa Neema
Winnipeg,MB
Summary
I'm hardworking and reliable with strong ability in managing operational performance to meet KPI targets and Service Level Agreements through optimum quality and coaching. I'm highly organized, proactive and punctual with team-oriented mentality.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist
24-7 Intouch
Winnipeg, MB
10.2022 - Current
- Answered incoming calls and recorded accurate messages.
- Checked stock to determine inventory levels and advise the customer whether the product is out of stock or discontinued.
- Processed refunds on their mode of purchase in the case of cancelled orders, incorrect orders or faulty orders.
- Expedited resolutions to correct customer problems and complaints.
- Improved overall customer purchasing experiences to promote steady revenue.
- Developed key customer relationships to increase sales.
- Helped customers find specific products, answered questions and offered product advice.
- Monitored customer order process and addressed customer issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Made outbound calls to obtain account information.
Customer Service Representative
24-7 Intouch
Winnipeg, MB
11.2020 - 09.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Education
Associate of Arts - Public Relations
Kenya Methodist University
Nairobi,Kenya12.2014
Skills
- Customer needs assessment
- Credit card payment processing
- High-energy attitude
- Shipping and receiving understanding
- Call Center Operations
- Complaint resolution
- Technical Support
- Customer Relations
- Problem solving strength
- Customer service
Timeline
Customer Service Specialist
24-7 Intouch
10.2022 - Current
Customer Service Representative
24-7 Intouch
11.2020 - 09.2022
Associate of Arts - Public Relations
Kenya Methodist University
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