Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
tech blogs
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Celine Mugisha

Celine Mugisha

Katowice,24

Summary

Dynamic and detail-oriented customer service professional with extensive expertise in technical support, workforce management, and real-time operations. Proven success in managing escalations, streamlining processes, and enhancing service delivery performance. Proficient in utilizing Salesforce CRM, IEX, Genesys, and Power BI for data-driven decision-making. Committed to contributing skills in customer experience, data analysis, and workforce planning to a challenging role that fosters operational excellence.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Real-Time Analyst, Workforce Management

Concentrix CvG International
01.2025 - Current
  • Monitor and manage real-time adherence using IEX and Genesys to meet SLA targets.
  • Analyze performance metrics and build Power BI dashboards for operational reporting.
  • Optimize schedules and resource allocation through workforce planning strategies.
  • Handle intraday staffing changes and workforce escalations to maintain service levels.

Customer Support (Second Level)

Concentrix CvG International
07.2023 - 12.2024
  • Provided second-level technical support for escalated customer cases.
  • Used Salesforce CRM to manage customer interactions and ensure quick resolution.
  • Collaborated with Level 1 support to improve efficiency and reduce handling time.
  • Maintained SLA compliance and contributed to team knowledge base updates.

Customer Assistant

Taj India
05.2020 - 04.2021
  • Processed customer payments accurately, including handling cash and POS systems.
  • Communicated effectively to ensure a seamless customer experience.
  • Assisted with special customer requests and maintained a high satisfaction rate.

Technical Support

MTN Rwanda
04.2018 - 09.2020
  • Provided exceptional technical support, promptly resolving customer issues.
  • Identified complex technical problems and offered tailored solutions.
  • Collaborated with cross-functional teams to ensure positive customer experiences.
  • Trained and supported new team members to maintain quality standards.

Education

Engineering Management

Wyższa Szkoła Bankowa Merito W Poznan
Poznan
03-2024

High School Diploma - Sciences: Mathematics, Physics & Computer Science

Stella Matutina Secondary School
Rwanda
12-2018

Skills

  • Customer Service & Technical Support
  • Workforce Management & Real-Time Monitoring
  • Salesforce platform expertise
  • IEX workforce optimization
  • Proficient in Genesys Cloud solutions
  • Power BI Reporting & Data Visualization
  • Data interpretation using SQL
  • Problem Solving & Process Optimization
  • C & Python Programming
  • Experienced in customer support systems
  • MS Excel data analysis

Certification

  • Completed Engineering Management degree (2019 – 2024).
  • Earned certification in SQL and Data Science.
  • Acquired advanced technical skills in Salesforce, Power BI, and workforce management tools.
  • MS Excel optimization; VBA macros, Pivot tables

Languages

English – Advanced
French – Intermediate

Timeline

Real-Time Analyst, Workforce Management

Concentrix CvG International
01.2025 - Current

Customer Support (Second Level)

Concentrix CvG International
07.2023 - 12.2024

Customer Assistant

Taj India
05.2020 - 04.2021

Technical Support

MTN Rwanda
04.2018 - 09.2020

Engineering Management

Wyższa Szkoła Bankowa Merito W Poznan

High School Diploma - Sciences: Mathematics, Physics & Computer Science

Stella Matutina Secondary School

tech blogs

Actively follow industry blogs on customer experience and data analytics tools

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Celine Mugisha