KAMALI Angèle
Kigali
Summary
Results-oriented customer service professional with five-year track record in customer service, acting as a laison between clients and organizations. Demonstrated expertise in rapidly and effectively resolving a wide range of issues to ensure stakeholder satisfaction. Committed to continuous learning, with a passion for leadership and strategic management, and a focus on maintaining up-to-date skills and knowledge. Seeking a challenging IT support role where I can utilize my analytical skills, promote team collaboration, and demonstrate adaptability to contribute to organizational success. My experience highlights my ability to translate theoretical knowledge into practical solutions, supported by excellent communication skills. Eager to embark on a career path that fosters professional growth and facilitates impactful contributions within a dynamic business environment. Ready to excel as a valuable team member alongside experienced colleagues.
Overview
6
6
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
- 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
06.2024
Bachelors of Business and Information Communication Technology -
Mount Kenya University
01.2021
Skills
- Top customer service skills
- Ability to deliver quality and value constantly
- Ability to effectively deal with conflict
- Excellent multitasking ability
- Strong listening and communication abilities
- Setting up new computers, networks, and software for new device
- Supporting the maintenance of existing computer systems
- Network cables settings
Websites
Languages
English Proficient
French Proficient
Certification
RAF1 Certification
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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