MUTABAZI WINNIE
Kigali City
Summary
Results-oriented professional with expertise in Customer Service, Marketing Management, and Digital Marketing. Proven ability in building strong customer relationships, devising effective marketing strategies, and driving digital campaigns for enhanced brand visibility and engagement. Proficient in team leadership, data-driven optimization, and various digital tools. Seeking to apply these skills in a dynamic, customer-focused environment.
Overview
5
5
years of professional experience
Work History
Customer Service and Marketing Manager
Centrika Ltd
10.2020 - Current
- Provide company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Oversee all marketing campaigns for the company
- Implement marketing strategies
- Promote a business, product, or services
- Ensure the company is communicating the right messaging to attract prospective customers and retain existing ones
- Represent the marketing team to cross-functional groups including product
management, sales, or customer support - Updating senior leadership on the progress of marketing activities and reporting on
the results of campaigns - Collaborate with media organizations and advertising agencies
- Brainstorming fresh advertising ideas with senior management.
- Coordinate with the sales team and other departments to produce effective
strategies - Monitor current campaigns, ensuring their staff meets deadlines and complete
necessary tasks - Analyze data to evaluate the success of the marketing efforts and come up with
new ideas to improve brand marketing and exposure - Partner with creative teams, other internal stakeholders, and external agencies and
vendors - Supervising day-to-day operations in the call center
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing customer satisfaction goals and coordinating with the team to meet
them on a steady basis. - Implementing an effective customer loyalty program
- Maintaining accurate records and documenting all customer service activities and
discussions - Assessing service statistics and preparing detailed reports on your findings
- Hiring and training new customer service agents
- Ensuring call center agents are achieving desired service levels and taking
corrective action, as needed - Preparing reports and analyzing call center data to improve processes, ensure
resources are properly allocated, and maximize efficiency and customer
satisfaction - Work with promoters & QAVS to organize tickets sells on TiCQet
- Make reconciliation reports of TiCQet Events
Customer Service Executive
Centrika Ltd
10.2020 - Current
- Provide company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Informed customers of upcoming promotions and deals to boost sales.
- Handle call center operations
- Set up a call center
Outbound Call Center Manager
CAROUSEL
03.2022 - 07.2022
- Supervised and led an outbound call center team, ensuring productivity and meeting performance targets.
- Trained and coached team members on sales techniques, resulting in increased conversion rates.
- Implemented Performance Strategies:
- Developed and implemented strategies that improved call center efficiency, leading to a significant increase in conversion rates.
- Set and tracked key performance indicators (KPIs) to measure and improve team performance.
- Quality Assurance and Client Satisfaction:
- Monitored calls for quality assurance, ensuring adherence to company policies and high customer service standards.
- Maintained positive client relationships, addressing concerns promptly and effectively to enhance conversion rates and customer satisfaction.
Customer Service Team Leader
ISON Xperiences
06.2020 - 10.2020
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluate call center daily reports (incoming and outgoing calls)
Call Center Agent
ISON Xperiences
11.2018 - 10.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Receive incoming calls in Airtel Process
Administration Assistant (Internship)
Fortified Blended Food Supply
07.2018 - 10.2018
- Sorted, organized, and maintained files.
- Helped with administrative support by managing incoming calls, coordinating files, and sorting mail.
- Provided clerical support, addressing routine, and special requirements.
- Answered and transferred incoming telephone calls, taking messages for various staff members.
- Completed research, compiled data, and assisted in timely reporting.
- Interacted with customers by phone, email, or in-person to provide information.
Project Coordinator(Consultant)
Afflatus Africa
05.2018 - 08.2018
- Coordinated project planning and execution with team members and team leads.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
Education
Bachelor of Business Administration - Procurement
University of Kigali
Kigali-Rwanda12.2023
High School Diploma -
FAWE GIRLS' SCHOOL
KIGALI -RWANDA (GISOZI)11.2018
Skills
- Communication Skills: Clear and effective verbal and written communication to interact with clients and team members
- Event Management Skills:Expertise in planning, organizing, and executing events, ensuring alignment with objectives and target audience expectations
- Project Planning Skills :Proficient in breaking down complex projects into manageable tasks, effectively coordinating team efforts to achieve goals
- Customer Relationship Management: Building and maintaining strong relationships with customers to ensure high satisfaction and retention
- Problem-Solving: Ability to identify issues and provide efficient solutions to meet customer needs and improve services
- Sales and Negotiation: Proficiency in sales techniques and negotiation strategies to drive revenue growth and secure deals
- Team Collaboration: Working effectively within a team environment, fostering cooperation to achieve common goals
- Adaptability: Being flexible and adaptable to changes, customer preferences, and market trends
- Analytical Skills: Understanding and interpreting data to make informed decisions, optimize marketing strategies, and improve customer experiences
- Time Management: Efficiently handling multiple tasks and prioritizing work to meet deadlines and deliver high-quality service
- Computer Skills: Familiarity with software tools such as Microsoft Office (Word, Excel, PowerPoint), CRM platforms, , email marketing tools, and social media management software
- Basic Math
- Critical Thinking
- Microsoft Office
- Flexible and Adaptable
- Data Management
- Conflict Resolution
- Multitasking Abilities
- Networking
- Team Management
- Recordkeeping
- Customer Service
Reading ,Cooking , Traveling, Fitness ,Volunteering or Community Engagement
I find joy and enrichment in various activities. Reading broadens my perspective and knowledge, while cooking allows me to be creative and share experiences with others. Traveling exposes me to diverse cultures and viewpoints, and fitness keeps me both physically and mentally fit. Volunteering or community engagement is my way of giving back and making a positive impact on society.
Languages
Kinyarwanda
Native language
English
Advanced
C1
Timeline
Outbound Call Center Manager
CAROUSEL
03.2022 - 07.2022
Customer Service and Marketing Manager
Centrika Ltd
10.2020 - Current
Customer Service Executive
Centrika Ltd
10.2020 - Current
Customer Service Team Leader
ISON Xperiences
06.2020 - 10.2020
Call Center Agent
ISON Xperiences
11.2018 - 10.2020
Administration Assistant (Internship)
Fortified Blended Food Supply
07.2018 - 10.2018
Project Coordinator(Consultant)
Afflatus Africa
05.2018 - 08.2018
Bachelor of Business Administration - Procurement
University of Kigali
High School Diploma -
FAWE GIRLS' SCHOOL
Similar Profiles
Regis NtwariRegis Ntwari
Senior Software Engineer at CentrikaSenior Software Engineer at Centrika
Fortune BinganFortune Bingan
Global Social Media Agent at Mchezo LimitedGlobal Social Media Agent at Mchezo Limited
Uwase ClaudineUwase Claudine
IT& OPERATIONS at Access BankIT& OPERATIONS at Access Bank