Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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GITERA Ibrahim

Kigali,Rwanda

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

3
3
years of professional experience

Work History

Support Associate as Back up

Babyl Health Rwanda
Kigali, Rwanda
01.2022 - Current
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Resolving patients complaints when clinicians delayed to call patients.
  • Supporting clinicians to do their work easily for what they need.
  • Supporting Call Center agents as they usually receive call from patients who had been delayed to be called.
  • Make Monthly report of top complaints we have been receiving.
  • Suggest solutions to make service much better.
  • Improved operations through consistent hard work and dedication.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Carried out day-day-day duties accurately and efficiently

Call Center Agent

Babyl Health Rwanda
Kigali , Rwanda
06.2019 - 12.2021
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Responded to customer requests for complaints, services and company information.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Assessed customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Managed to be awarded best performer for 4 consecutive months from June to October 2021
  • Me and team managed to hit service excellence and won award of call center of year '2020'
  • Promoted to support associate department for helping, supporting and resolve complaints

Internship Student

Access Bank Rwanda
Kigali, 01
02.2019 - 04.2019
  • Delivered clerical support by handling range of routine and special requirements.
  • Sorted and organized files, spreadsheets and reports.

Education

BBA - Finance

University of Lay Adventist of Kigali
KK 508 St
01.2020

Skills

  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • CRM Software
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Patient and Empathetic
  • Proactive Self-Starter
  • Customer support and assistance

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Support Associate as Back up

Babyl Health Rwanda
01.2022 - Current

Call Center Agent

Babyl Health Rwanda
06.2019 - 12.2021

Internship Student

Access Bank Rwanda
02.2019 - 04.2019

BBA - Finance

University of Lay Adventist of Kigali

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GITERA Ibrahim