CV Profile No.44645

Experience in the following industries :

• Call centers, hotlines

Professional experience

• Call Center Operator
• One Acre Fund Rwanda
• Since 11.2019
• Receiving client phone calls and recording them in the hotline database. Provide excellent customer service and respectful communication to all clients phoning the Hotline. Respond to various clients' concerns. Correspond and work together with other teams to resolve each unique client issue. Making outgoing calls to current clients in order to conduct short surveys and identify outstanding client protection issues. Responsible for comprehensively and comprehensibly presenting incoming survey data to the Customer Engagement Call Center Manager. Present short analyses of the data to the Customer Engagement team. Responsible for small non-repeated incoming/outgoing call projects.

• Customer Care Service Supervisor
• MTN Rwanda/Huye Branch
• 05.2018 - 03.2019
• • Participate in hiring and training new employees. • Organize workflow and ensure that employees understand their duties or delegated tasks. • Monitor employee productivity and provide constructive feedback and coaching. • Pass on information from upper management to employees and vice versa. • Prepare and submit performance reports. • Decide on reward and promotion based on performance.

• Receptionist
• MTN Rwanda/Huye Branch
• 01.2018 - 04.2018
• Diary management and management of meeting rooms Possibly handling event coordination, both internally and externally Handling queries and complaints via phone, email and general correspondence Greeting all visitors Transferring calls as necessary Possibly managing office supplies

• Cashier
• MTN Rwanda/Huye Branch
• 01.2016 - 12.2017
• • Handle cash, credit or check transactions with customers. • Count money in cash drawers at the beginning and end of shifts to ensure that amounts are correct and that there is adequate change. • Resolve customer complaints, guide them and provide relevant information. • Keep reports of transactions.

• Freelance
• MTN Rwanda/Huye Branch
• 11.2015 - 12.2015
• Formulating assignments in accordance with prescribed specifications. Editing assignments to ensure that they are accurate and well-presented. Liaising with the line manager to clarify assignment-related expectations, as needed. Submitting completed assignments in the stipulated format. Storing and filing copies of all completed assignments.