Robert Mageza
Professional Customer Service Representative
Kigali,Rwanda
Summary
Successful Customer Care Officer with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Customer Care Officer
University Teaching Hospital of Kigali
Kigali, Rwanda
07.2018 - Current
- Evaluated interactions between associates and customers to assess personnel performance.
- Coordinated timely responses to online customer communication and researched complex issues.
- Assigned and designated job territories to customer care staff according to performance and history.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Took ownership of customers issues to follow problems through to resolution.
- Conducted surveys to determine customer opinion of products and services.
- Communicated with customers to identify needs and expectations.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Development Manager
Kahama Import and Export Commercial Agency
Kahama, Tanzania
09.2015 - 02.2017
- Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
- Conducted market research to discover new leads, opportunities and messaging.
- Developed and implemented successful sales strategies to drive growth and exceed revenue targets.
- Formulated well-defined action plan to prioritize potential clients and achieve and exceed objectives.
- Liaised with external stakeholders to form strategic partnerships with prospective clients.
- Developed and maintained relationships with key clients to increase sales and customer retention.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Teacher
Kavumu Muslim High School
Nyanza, Rwanda
02.2011 - 08.2014
- Incorporated multiple types of teaching strategies into classroom.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Planned and implemented integrated lessons to meet national standards.
- Graded and evaluated student assignments, papers, and course work.
- Developed and administered tests for students to measure academic proficiency and understanding.
- Conducted evaluations to measure performance and progress of students, providing guidance for areas requiring improvement.
- Participated in parent teacher conference to discuss developments of students and increase support.
- Created and developed lesson plans to meet students' academic needs.
- Advised and counseled students to help them develop skills and knowledge required to succeed.
- Fostered student curiosity and interest through creative hands-on activities.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
Teacher
Mukama Primary School
Nyagatare, Rwanda
02.2008 - 12.2008
- Incorporated multiple types of teaching strategies into classroom.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Planned and implemented integrated lessons to meet national standards.
- Conducted evaluations to measure performance and progress of students, providing guidance for areas requiring improvement.
- Participated in parent teacher conference to discuss developments of students and increase support.
- Created and developed lesson plans to meet students' academic needs.
- Fostered student curiosity and interest through creative hands-on activities.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
Education
Bachelor of Arts - Language Interpretation And Translation
National University of Rwanda
Huye, Rwanda 01.2009 - 10.2012
High School Diploma -
Saint Joseph High School of Kabgayi
Muhanga, Rwanda 09.2005 - 08.2008
Skills
Excellent problem-solving abilities
Customer Response
Persuasive attitude
Complaint resolution
Professional telephone demeanor
CRM
Sales expertise
Medical terminology knowledge
Proofreading
Mail handling
Office administration
Advanced Excel spreadsheet functions
Report analysis
Report Development
Word processing
Maintains confidentiality
Independent worker
Social media knowledge
Records management
Scheduling and calendar management
Customer relations and communications
Writing reports
Customer and client relations
Meeting arrangements
Additional Information
PROFESSIONAL COURSES DONE
Effective Problem Solving and Decision Making
Digital Marketing
Social Media Marketing
Email marketing
Content Marketing
Digital Advertising
Service Excellence
REFERENCES
Genevieve UMUMARARUNGU:
Secretary of University Teaching Hospital of Kigali (CHUK)
Tel: +250788509047
Email: genevieve.umumararungu@chk.rw
Eugene MUKESHIMANA
Conseling and Guidance Officer at Integrated Polytechnic and Regional Center
Tel: +250783064959
Email: mukeusn@gmail.com
Jean Pierre SHUMBUSHO
Data Center Facilities Engineer at Bank of Kigali
Tel: +250788510228 Email: shumbusho89@gmail.com
DECLARATION
I the undersigned, declare to the best of my knowledge and belief that this data correctly describes me, my qualifications, and my experience.
sincerely yours,
Robert Mageza
Timeline
Customer Care Officer
University Teaching Hospital of Kigali
07.2018 - Current
Sales Development Manager
Kahama Import and Export Commercial Agency
09.2015 - 02.2017
Teacher
Kavumu Muslim High School
02.2011 - 08.2014
Bachelor of Arts - Language Interpretation And Translation
National University of Rwanda
01.2009 - 10.2012
Teacher
Mukama Primary School
02.2008 - 12.2008
High School Diploma -
Saint Joseph High School of Kabgayi
09.2005 - 08.2008