Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Hobbies
Generic

Bella Ingrid Akariza

Warsaw,Mokotow

Summary

Dynamic and detail-driven professional with a proven record in PCI compliance, customer service excellence, and IT systems optimization. Adept at leveraging cutting-edge automation and advanced cross-platform expertise to streamline processes and elevate operational efficiency. Skilled in decoding complex regulatory landscapes and delivering innovative technical solutions that drive outstanding client satisfaction. Exceptional interpersonal abilities enable precise evaluation of team competencies, effective monitoring of KPIs, and strategic alignment of team goals to consistently exceed performance targets. Known for fostering collaboration across functions through sharp analytical thinking, clear communication, and proactive problem-solving. Recently earned a bachelor’s degree in information management, enhancing a solid foundation of technical knowledge and business savvy, with a passionate commitment to continuous learning in automation and emerging technologies that fuel innovation and growth.

Overview

5
5
years of professional experience

Work History

PCI Support Analyst

Viking Cloud
08.2024 - 07.2025
  • Provided PCI compliance support and guidance to 20+ clients, ensuring adherence to security standards
  • Assisted in analyzing compliance issues, resolving technical inquiries, and maintaining regulatory requirements
  • Collaborated with 5+ cross-functional teams to improve client compliance processes
  • Prepared and maintained documentation for audits and compliance reporting
  • Trained new support analysts, contributing to the overall growth and success of the team.
  • Created user accounts and managed access control.
  • Collaborated with cross-functional teams to implement solutions that enhanced system performance.
  • Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
  • Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.
  • Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.

Junior Project Management Assistant

Fundacja kasisi
07.2023 - 10.2023
  • Supported website development projects by coordinating tasks, timelines, and deliverables
  • Conducted manual website testing for 20+ and reported bugs/issues in Jira
  • Monitored Jira boards, ensuring deadlines and priorities are 100% met
  • Contributed to workflow improvements by identifying inefficiencies and suggesting solutions.
  • Assisted with contract negotiations, ensuring mutually beneficial terms for both parties involved in projects.
  • Recorded time allocated to projects and updated master tracking documents.
  • Supported quality assurance measures by diligently reviewing project deliverables and ensuring adherence to established standards.
  • Updated charts and reports to deliver accuracy and completeness.
  • Maintained accurate records of all project-related expenses for financial transparency and accurate reporting.
  • Supported Project Managers with scheduling, task assignments, and progress monitoring for on-time deliveries.
  • Conducted thorough research on industry trends and best practices to inform decision-making processes within the team effectively.
  • Coordinated materials, charts and reports for weekly meetings.
  • Relayed updates to senior team members and clients.
  • Organized, distributed, and tracked project documents.
  • Completed multiple tasks simultaneously to optimize project completion.
  • Worked with senior leadership to complete complex projects on time and under-budget.
  • Researched and analyzed data to support project-related decisions.
  • Verified quality of deliverables and conformance to specifications before submitting to clients.

Customer Service Specialist (French)

MTN Rwanda
05.2021 - 08.2021
  • Managed business queries and inbound calls (average 70 interactions per day)
  • Provided assistance with products, promotions, invoices, and returns
  • Processed over 100 requests and maintained records in the CRM system
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained up-to-date knowledge of product and service changes.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Trained staff on operating procedures and company services.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.

Customer Support Specialist

ISON BPO
09.2020 - 05.2021
  • Communicated with 50+ customers via phone and email, resolving issues and processing requests
  • Improved client references through documentation and training support
  • Monitored compliance with service agreements to avoid legal issues
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
  • Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
  • Led project to integrate chat support, offering customers additional, convenient contact channel.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Created user accounts and assigned permissions.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.

User Acceptance Testing Analyst

Airtel Rwanda
05.2020 - 08.2020
  • Conducted user acceptance testing and usability testing to ensure system requirements were met
  • Developed 5-10 test plans and test cases to assess product functionality
  • Provided recommendations for improving user experience
  • Improved project timelines by proactively identifying potential risks and bottlenecks in the testing phase.
  • Collaborated with development teams to resolve defects and improve overall product quality.
  • Mitigated risk of system downtime through extensive stress and load testing, identifying areas requiring optimization or refactoring.
  • Reduced production errors by conducting comprehensive quality assurance testing on new applications.
  • Increased visibility into application performance metrics by developing custom dashboards for tracking key indicators during the testing phase.
  • Boosted customer satisfaction by conducting thorough user acceptance testing, ensuring products met end-user needs.
  • Enhanced testing efficiency by implementing automated test scripts and tools.
  • Documented testing procedures for developers and future testing use.
  • Tested functional and compatibility of new programs or updates in comparison to existing applications.
  • Developed and maintained defect databases for known issues.
  • Completed in-depth usability testing on Windows, Android and iOS mobile devices.

Education

Bachelor of Science - Information Management

Polish-Japanese Academy of Information Technology
Ul. Koszykowa 86; 02-008 Warsaw
03.2025

Skills

  • Proficient in diagnosing and resolving technical issues including incidents, performance bottlenecks, and integration errors
  • Enforce and maintain stringent security protocols such as SSL/LS, RACF and Active Directory integration
  • Develop and maintain disaster recovery plans and backup operations
  • Ensure PCI Compliance through thorough understanding and application of PCI DSS requirements
  • Skilled in cloud platforms, particularly AWS and Azure, including cloud orchestration, automation, and Linux server management
  • System implementation and integration expertise with a focus on scalability and security
  • Expertise in CRM systems including Microsoft Dynamics 365 and Odoo
  • Strong data analysis and reporting skills involving data cleansing, preparation, and visualization
  • Knowledgeable in network security controls including firewalls, VPNs, IDS/IPS systems, and intrusion prevention
  • Skilled in configuring and managing operating systems (Windows, Linux, macOS) and virtual machines
  • Engage effectively in change management procedures and deployment workflows to support seamless project delivery
  • Collaborate closely with application developers and infrastructure teams to drive new technology initiatives
  • Excellent customer service skills with empathy, proactivity, and the ability to guide users through technical challenges
  • Strong communication skills to simplify complex technical information for non-technical stakeholders
  • Problem-solving mindset with attention to detail to troubleshoot issues and implement effective solutions
  • Time management and prioritization skills to handle workload efficiently under pressure
  • Promote cybersecurity awareness and compliance throughout the organization
  • Proficient in Microsoft Office Suite, especially Excel for data manipulation and reporting
  • Familiarity with programming languages such as Python and scripting for automation and data processing
  • Experience with security incident handling, risk analysis, and compliance audits
  • Ability to use APIs for system integration and cloud services interaction
  • Knowledge of customer service tools like help desk software, customer journey mapping, and CRM analytics
  • Remote support
  • System standards documentation
  • Network troubleshooting
  • System administration
  • User account management
  • Ticketing systems
  • SLA compliance
  • Data compiling
  • Call management
  • Data collection
  • Technical assistance
  • Security protocols
  • Technical troubleshooting
  • Data analysis
  • Operating systems
  • Organizational skills
  • Defect analysis and resolution
  • Requirements definition
  • Help desk support
  • Active listening
  • System maintenance
  • Microsoft windows and office
  • User support
  • Customer needs assessment
  • Interpersonal skills
  • Software patches
  • Analytical and methodical
  • Delivery management
  • Technical lifecycle management
  • Attention to detail
  • Teamwork and collaboration
  • Debugging
  • Training and coaching
  • Customer engagement
  • Relationship building
  • Customer relationship management
  • Internal technical communications

LANGUAGES

English (C1 Level)
French (C1 Level)

Timeline

PCI Support Analyst

Viking Cloud
08.2024 - 07.2025

Junior Project Management Assistant

Fundacja kasisi
07.2023 - 10.2023

Customer Service Specialist (French)

MTN Rwanda
05.2021 - 08.2021

Customer Support Specialist

ISON BPO
09.2020 - 05.2021

User Acceptance Testing Analyst

Airtel Rwanda
05.2020 - 08.2020

Bachelor of Science - Information Management

Polish-Japanese Academy of Information Technology

Hobbies

  • Cultivates cross-cultural understanding through travel and exploring diverse international cuisines.
  • Actively participates in music and cultural festivals, embracing creativity and community engagement.
  • Pursues amateur photography to develop artistic expression and attention to detail.
  • Engages in hiking and outdoor expeditions, demonstrating a commitment to physical wellness and resilience.
  • Enjoys thoughtful discussions on social issues, promoting open-mindedness and effective communication.
  • Avid listener of educational podcasts, continuously expanding knowledge on current affairs and diverse topics.

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Bella Ingrid Akariza