GUILHERMINA NORONHA
Kigali
Summary
Qualified Customer Support Agent with extensive background in advanced management processes. Utilises superior communication skills to build meaningful, trusting relationships that exceed client demands. Highly skilled project manager with outstanding team leadership abilities to meet targets consistently.
Overview
5
5
years of professional experience
Work History
Customer Service Support Agent
BetPawa- Rwanda
12.2023 - Current
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
Undergraduate Researcher
African Leadership University
01.2023 - Current
- On-site Maputo, Mozambique
- Conducted in deep research utilising mixed methods
- Build data collection instruments, principally focus on interview guides and survey questionnaires
- Collected, cleaned and transcript raw data
- Managed human conflicts throughout the data collection to convince the interviewee to collaborate in the study
- Analysed the data clean data with a total of 84 valid responses out of 148
- Interpreted research findings and summarised into comprehensive reports (Link1, Link2)
Customer Support Agent
IREBE Basket Colection
03.2023 - 11.2023
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced Customer Satisfaction by 40% overall percentage.
Undergraduate Researcher
African Leadership University
10.2022 - 12.2022
- Conducted in-dept secondary research utilising a purposive technique
- Analysed 50 articles and books on related topic of research and build comprehensive and constructive discussions
- Wrote a comparative study research paper (Link)
Financial, administrative and operational
Spouts of Water
06.2022 - 09.2022
- Approved and processed requisitions for supplies and equipment to facilitate timely purchase of necessary items
- Reviewed staff expense claims with supporting receipts and prepared monthly expense reports
- Planned and prioritised tasks to manage high-volume financial admin and accounting
- Collaborated with bookkeeping, accounting and HR teams to enable smooth financial processes
- Communicated invoice reminders promptly, allowing sufficient time for receipt and processing
- Contributed to unit goals by accomplishing related duties in line with existing requirements
- Demonstrated exceptional abilities within Excel, enhancing financial data management and analysis
- Monitored and maintained petty cash levels, keeping sufficient funds for ad hoc payments
- Assisted finance manager with maintenance of fixed asset register
- Suggested improvements to accounting procedures and processes to improve efficiency and go paperless
Research Analyst Intern
Eco Amets Solutions
05.2022 - 09.2022
- Analyses and evaluated qualitative and quantitative data, presenting findings in detailed reports
- Produced high-quality analytical reports, dashboards and presentations for diverse audiences, detailing research findings
- Spearheaded survey design and creation in both online and paper formats
- Researched and analyses wide-ranging secondary datasets, drawing out meaningful and informed insight
- Analysed, interpreted and identified trends from structured and unstructured macro data sets
- Collected data through various methods, including online research, phone interviews and focus groups
Financial aid operations and outreach Intern
African Leadership University
11.2021 - 09.2022
- Assessed and advised financial Aid of over 500 pre-arrival students (Scholars)
- Advised both students and (50) parents regarding financial aid options and how to meet all the requirements to be eligible to have a scholarship at ALU
Undergraduate Researcher
African Leadership University
10.2021 - 12.2021
- On-site, Maputo, Mozambique
- Conducted in-depth research utilizing mixed research methods
- Collected, cleaned, and analysed first-party data from 115 participants
- Interpreted research findings and summarized data into comprehensive reports
- Designed a Research Poster for Result and Discussion Visualisation (Link)
Marketing and Network Intern
Dynapharm
05.2019 - 07.2020
- Carried out 5 campaigns on lending, and product resale which resulted in 30% increase in sales and customer satisfaction
- Collaborated with management and team members on end-to-end project needs and organising materials, resulting to more effective communication and proofreading work
- Booked conference rooms, scheduled catering and sent invitations to assist in coordinating events
Education
Bachelor of Arts (Hons): - Global Challenges: Environmental Studies
African Leadership University
07.2024
Skills
- Microsoft and Google Suite
- Digital and Marketing
- Business Management
- Stakeholder analysis
- Entrepreneurship
- Radical Thinking
- Results-based Management
- Project Coordination
- QuickBooks & IBM
- Financial planning
- Data mapping and querying
- Quantitative and Qualitative data analysis
- Data visualisation
- RStudio proficient and Library research
- Public Speaking
- Call Center Experience
- Complaint Handling
- Upselling Abilities
- Supply Management
- Incoming Call Management
- Call Management
- Technical Troubleshooting
- System Maintenance
- Help Desk Support
- Customer Needs Assessment
- Online Chat Support
- Adaptability
- Social Media
Hobbies and Interests
- Nature & Wildlife Conservation
- Climate Change
- Waste Management & Circular Economy
- Environment Health
- Women Empowerment
- Digital Age
- Gender Equality
- Regional Development
Languages
Portuguese- Native
English - Expert
Extracurricular Activities
Co-Founder, 12/2020, Current, SOS BLOG 4 GIRLS, Maputo, Mozambique, Published issues related to women's empowerment, women's rights, and articles to fight against early marriages. Co-Founder, 02/2017, Current, AMJIGE (Mozambican Youth Association for Gender Equality and Education), Maputo, Mozambique, Managed a small team of 5 employees and 15 volunteers, managing matters including delegating tasks and handling staff issues., Managed all aspects of product development, from design to overseeing development, quality assurance and deployment., Developed clear mission, vision and culture for company employees., Enforced adherence to legal guidelines and company policies, maintaining company's legality and business ethics. Leadership, 09/2022, 12/2022, Global Citizen Year Academy, Participated in the global cohort to learn about leadership as a practice and acquired skills such as leadership and critical thinking, learnt to create impactful solution proposals and data analysis. Leadership, 04/2022, 04/2022, Mastercard Foundation, Scholar Venture, Kigali, Rwanda, Participated in the Mastercard Scholar's Venture: Scale Truck and was selected as part of Africa's 10 most innovative small companies (Mozambique Visionary). Leadership, 12/2020, 12/2020, Idea Lab, Covid-Hack 19, Maputo, Mozambique, Participated in the competition COVID-HACK 19- Premature Unions promoted by Idealab, a program for the development of ideas and M.V.P.s to face challenges in the areas of community awareness and awareness of the law, male engagement and case tracking in Mozambique, was tasked with bringing an awareness strategy to reduce premature unions in Mozambique. Leadership, 12/2020, 12/2020, Oxfam, Muwawa Youth, Maputo, Mozambique, Trained in Digital Campaigns and implemented digital campaigns in Visionary Mozambique while responsible for the Marketing and Advertising sector. Volunteering, 01/2018, 12/2019, Mozambican Association for Family Development, AMODEFA, Maputo, Mozambique, Managed volunteer files to enable participation in AMODEFA'S volunteer programmes., Organised events and activities to provide recognition of contribution and express gratitude to volunteers., Collaborated with the community to organise events, provide opportunities and promote programmes for volunteers., Represented volunteers and advocated volunteer programme during company-wide meetings to increase confidence and satisfaction., Scheduled leadership training for volunteers to provide communication techniques and teamwork abilities.
Timeline
Customer Service Support Agent
BetPawa- Rwanda
12.2023 - Current
Customer Support Agent
IREBE Basket Colection
03.2023 - 11.2023
Undergraduate Researcher
African Leadership University
01.2023 - Current
Undergraduate Researcher
African Leadership University
10.2022 - 12.2022
Financial, administrative and operational
Spouts of Water
06.2022 - 09.2022
Research Analyst Intern
Eco Amets Solutions
05.2022 - 09.2022
Financial aid operations and outreach Intern
African Leadership University
11.2021 - 09.2022
Undergraduate Researcher
African Leadership University
10.2021 - 12.2021
Marketing and Network Intern
Dynapharm
05.2019 - 07.2020
Bachelor of Arts (Hons): - Global Challenges: Environmental Studies
African Leadership University
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