Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
References
Timeline
Generic

Samia Mugisha

AJAX

Summary

Guest-oriented Reservations & customer care specialist with 5+ years of experience known for having great organizational skills and gifted at customizing unique experiences for all types of clients in a fast-paced environment. Proficient in MS Office and various systems.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Bilingual Cards Banking Advisor

RBC Royal Bank
10.2024 - Current
  • Provided personalized banking solutions for improved client satisfaction.
  • Handled high volume inbound calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Bilingual Customer Service Representative

Lendcare Capital Inc.
02.2023 - 10.2024
  • Assisted customers with french-language inquiries regarding their loans in a timely and professional manner.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Provided first-line support to partners (dealerships, clinics, etc.) via phone, email and chat and collaborated with other departments as needed to resolve issues that required cross-functional support or expertise.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.

Reservations Coordinator

Heaven Holdings Ltd.
03.2018 - 12.2022
  • Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
  • Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
  • Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
  • Created reports to analyze customer data related to reservations.
  • Scheduled staff shifts and assigned duties for reservation agents.
  • Maintained strong relationships with key clients especially travel agencies, resulting in repeat business and increased bookings.
  • Conducted regular meetings with the team of reservation agents to discuss performance.
  • Provided training for new reservation agents on computer systems and procedures.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.


Education

Certificate - Travel Operations

Travel Centre
02-2019

High School Diploma -

Lycee De Kigali
03-2014

Skills

  • Problem solving
  • Time Management
  • Customer Satisfaction
  • Active learning

Languages

English
Full Professional
French
Full Professional
Swahili
Full Professional

Accomplishments

  • Star of the month - September 2019 (Heaven)
  • Star of the month - November 2022 (Heaven)

Certification

  • EF English Proficiency Development Program | MasterCard Foundation | Level 4

References

References available upon request.

Timeline

Bilingual Cards Banking Advisor

RBC Royal Bank
10.2024 - Current

Bilingual Customer Service Representative

Lendcare Capital Inc.
02.2023 - 10.2024

Reservations Coordinator

Heaven Holdings Ltd.
03.2018 - 12.2022

High School Diploma -

Lycee De Kigali

Certificate - Travel Operations

Travel Centre

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Samia Mugisha