Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sheila Mutoni

Sheila Mutoni

Kigali,01

Overview

2
2
years of professional experience

Work History

Call Center Representative

Call Centre International Rwanda
Remera, Rwanda
02.2024 - Current
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Promoted available products and services to customers during service, account management and order calls.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Intern

MINECOFIN
Kigali, Rwanda
10.2023 - 12.2025
  • Maintained positive working relationship with fellow staff and management.
  • Maintained accurate records of all activities performed throughout internship period.
  • Analyzed key performance indicators to identify effective strategies.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Organized client meetings to provide project updates.
  • Completed day-to-day duties accurately and efficiently.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

Education

Bachelor in Business Management - International Business Management

Mount Kenya University
Rwanda
08-2024

Skills

  • Call logging
  • Sales closing
  • Complaint resolution
  • Account updating
  • Call documentation skills
  • Technical support
  • Inbound phone call management
  • Product knowledge
  • Quality assurance controls
  • Customer relationship management
  • Data entry
  • Script adherence
  • Quality assurance
  • Performance monitoring
  • Answering questions
  • Gathering information
  • Performance improvement
  • Providing customer support
  • Problem-solving skills
  • Customer service
  • Analytical
  • E-commerce
  • Customer account updates
  • Calm disposition
  • Call center operations
  • Call center customer service
  • Professional phone voice
  • FLUENT IN English
  • Quality control
  • Call control skills
  • Verbal and written communication
  • Call handling
  • Inbound phone calls
  • Call control
  • Customer support
  • Brand representation
  • System documentation
  • Logging call information
  • Call controlling
  • Communicating with clients
  • Technical troubleshooting
  • Customer communications

Accomplishments

  • A Degree in Business Management

Timeline

Call Center Representative

Call Centre International Rwanda
02.2024 - Current

Intern

MINECOFIN
10.2023 - 12.2025

Bachelor in Business Management - International Business Management

Mount Kenya University

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Sheila Mutoni