Denyse Umuhire
Warsaw
Summary
Experienced customer service and technical support professional with a strong background in B2B SaaS and service delivery across restaurants, retail, service providers, sole traders, and various other industries. Proven ability to manage complex client needs, support risk and compliance processes, and deliver high-quality assistance across software, hardware, and business operations. Skilled in building professional relationships, resolving issues efficiently, and contributing to business success through exceptional service and cross-functional coordination.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Specialist-B2B SaaS &Tech-support
Foundever ( Contracted by Square)
Tasmowa 7, 02-677 Warsaw Poland
06.2023 - Current
- Provide customer and technical support for Square, a leading B2B platform offering POS systems, business software, and hardware for restaurants, retail, service-based industries and other businesses.
- Provided timely assistance to businesses via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Assist businesses with setup, troubleshooting, and management of POS systems, restaurant management tools, retail stock systems, and appointment booking platforms.
- Help clients build and manage their online presence, including automated website creation, domain setup and transfers, and integration of existing websites with Square’s ecosystem.
- Support clients in syncing online orders with in-store systems and provide technical assistance for website-related issues, including troubleshooting errors, resolving integration problems, and ensuring smooth operation across their online platforms.
- Deliver onboarding and guidance for loyalty programs, marketing tools (email/SMS campaigns), and other business optimization solutions.
- Supported risk and compliance assessments by serving as the main point of contact for clients, guiding them through document requests, business verification, and facilitating communication with internal teams.
- Offer technical support and warranty services for Square hardware, including product recommendations, returns, replacements, and troubleshooting.
- Work within a BPO environment, maintaining high customer satisfaction while delivering services on behalf of a global fintech company.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Diagnosed and troubleshot hardware, software and network issues.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Specialist
ISON BP - RWANDA
Kigali, Rwanda
05.2021 - 09.2022
- MTN Rwanda call center
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
Inventory Control Specialist
Kiruhura Disque Orange
Kigali , Rwanda
12.2019 - 03.2021
- Audited and corrected discrepancies in inventory numbers.
- Completed physical inventory counts each month.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Completed daily cycle counts to maintain accuracy of records.
Education
Bachelor of Science - Computer Sciences
University of Economics And Human Sciences
Warsaw09-2026
High School Diploma -
Riviera High School
11.2019
Skills
- Customer Service and Assistance
- Customer Order Management
- Upselling Products and Services
- Proficiency in Ms word and excel skills
- Computer Literacy
- Data analysis
- Organization and Research
- Complaint handling
- Data entry
- Salesforce
- Technical troubleshooting
- Empathy and patience
- Team collaboration
- SLA compliance
Certification
- Certificate of appreciation for being a volunteer trainer in the 2019 Dreamers Academy
- Certificate of merit for being the sports woman of the year at Riviera High School
- Certificate of merit for being the best academic performer of the year
- Certificate of participation in Paper Crown ( Girl empowerment program)
- Certificate of merit for ranking 4th in the National Bank of Rwanda schools challenge debate competition
- Certificate of merit for introducing business plan that ranked 3rd in the Baylor-Riviera Business Competition
- Certificate of merit for ranking 2nd in math and 3rd in poetry and theatre in the Francophonie competitions.
Languages
English
Native language
French
Proficient
C2
Timeline
Customer Support Specialist-B2B SaaS &Tech-support
Foundever ( Contracted by Square)
06.2023 - Current
Customer Service Specialist
ISON BP - RWANDA
05.2021 - 09.2022
Inventory Control Specialist
Kiruhura Disque Orange
12.2019 - 03.2021
High School Diploma -
Riviera High School
Bachelor of Science - Computer Sciences
University of Economics And Human Sciences