ALVIN KABERA MUTABAZI

• Handling customers' complaints through answering inbound and outbound calls and texting via email
• Guide callers through troubleshooting, navigating the company's site, and using the company's products and services
• Manage and update customer data related to Internet service provision
• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.

• Proudly resolved customer issues quickly and effectively, building customer loyalty and strengthening relationship-building techniques
• Provided bank information and policies to customers upon inquiry and answered questions via phone, email, or in-person
• Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems
• Developed working relationships with internal and external customers while assisting with account management duties
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

.Troubleshoot a wide range of customer issues related to Mango 4G services (e.g., billing, data connectivity, device compatibility).
.Resolved customer inquiries via phone, email, and chat in a timely and professional manner

. Achieved customer satisfaction rating of 90% or higher (quantify your achievements whenever possible).
Provided clear and concise instructions to guide customers through troubleshooting steps.

Up-sold additional services or plans according to customer needs (optional, if applicable).

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.