KAMALI Angèle
Kigali
Summary
I'm an enthusiastic customer service professional with five years of experience acting as a liaison between consumers and corporations. I have a demonstrated ability to promptly and thoroughly address a variety of concerns while prioritizing satisfaction for all involved parties.
My background shows consistent proficiency in translating theoretical knowledge into practical solutions, supported by excellent communication skills. I pride myself on making swift decisions, and I am committed to continuous self-improvement. I actively seek opportunities to enhance my skills and knowledge, whether mastering new challenges, exploring Risk Management, and collaborating with knowledgeable team environment.
I'm eager to pursue a career path that fosters professional growth and allows me to make impactful contributions within a dynamic business setting.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Assurance Officer
Bank of Kigali
06.2023 - Current
- Oversee and maintain quality control processes to ensure product/service consistency
- Identify process gaps and areas for improvement within the customer service department, Queue Management System and improvement in customer satisfaction metrics through their feedback
- Compile and analyze customer feedback from IKAZE platform and other information necessary for the preparation of feedback reports, including the collection and analysis of statistical data and other information
- Provide ongoing technical support and guidance to staff to ensure they are able to use feedback system and QMS platform effectively and efficiently including surveys, complaint handling, and feedback analysis
- Conduct root cause analysis of complaints/issues and propose corrective action plan and share them with concerned departments/service
- Analyzing data by organizing responses into charts and graphs or by conducting statistical to determine significant relationships between variable
- Analyze customer feedback data and insights to gain a deep understanding of customer preferences, expectations, pain points and recommend for enhancing customer satisfaction
- Present findings and recommendations to senior management to drive informed decision-making in regular reports
- Internal department SLAS review
- Reporting: Prepare and deliver regular quality reports to management, highlighting key findings, trends, and recommendations for improvement
- Promote a culture of change and innovation by encouraging new ideas from stakeholders.
Contact Center Supervisor
Bank of Kigali
01.2023 - 06.2023
- Assist in the formulation of targets for individuals and teams
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures
- Keep management informed on issues and problems
- Insure all CRM cases are closed to all contact center agents
- Coordinate a team in charge of onboarding customers to a BK platform Bk App).
Contact Center Officer
Bank of Kigali
05.2020 - 12.2022
- Maintain strong knowledge of the services of the Bank
- Operate telephone communication systems
- Improve the overall customer relationship, delivering reliable support and customer service
- Acknowledge customers promptly, help, advice, and treat them with courtesy
- CRM escalation to all customer's issues
- Work on different Bk social medias Twitter, SMS
- WhatsApp and others)
- Find out what information, products or services the customer requires to meet their needs by providing clear, accurate, and relevant information
- Conduct surveys to improve customer care service
- Work with other team members to conceptualize and implement customer care strategies
- Handle email correspondence.
Customer Care Executive
ISON BPO Rwanda
11.2018 - 05.2020
- Acknowledge customers promptly, and treat them with courtesy
- Escalation to all customer's issues
- Improve the overall customer relationship
- Delivering reliable administrative support and customer service
- Work with other team members to conceptualize and implement customer care strategies.
Education
Masters in Business Administration -
Mount Kenya University
Kigali, Rwanda01.2024
Bachelors of Business and Information Communication Technology -
Mount Kenya University
Kigali, Rwanda12.2021
Skills
- Strategic Management
- Communication skills
- Team Development
- Customer Focus and problem solving skills
- Technical Support
- Work Planning and Prioritization
- Presentations
Languages
English Proficient
Advanced
C1
French Proficient
Intermediate
B1
Certification
RAF1(RWANDA ACADEMY OF FINANCE) Certificate
Timeline
Quality Assurance Officer
Bank of Kigali
06.2023 - Current
Contact Center Supervisor
Bank of Kigali
01.2023 - 06.2023
Contact Center Officer
Bank of Kigali
05.2020 - 12.2022
Customer Care Executive
ISON BPO Rwanda
11.2018 - 05.2020
Masters in Business Administration -
Mount Kenya University
Bachelors of Business and Information Communication Technology -
Mount Kenya University
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