Eddy Edson GISAGARA

· Receive, handle and resolve Client contacts submitted within the internal tool on reduced basis

· Act as a first point of contact for the Agents for questions, and function as a back-up

· Delegate the tasks to other Agents within the team and assist with schedule management

· Provide operational feedback to the Agents and follow-ups on recurring issues

· On-boarding of new joiners and providing support in the first few months

· Work closely with the Helpdesk Customer Experience Manager to ensure the accuracy and efficiency

· Run the training sessions for Helpdesk Agents and the on-site teams to maintain the level of knowledge

· KPI Reporting and alignment across EMEA

· Liaise with clients and appropriate vendors using the available communication channels – phone, e-mail, internal tools

· Respond with effective, clear and professional written and oral communication

· Take an ownership of a particular region to support local teams in their transition to remote handling of specific Trouble tickets

· Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions

· Participate in creation of SOPs and other documents improving day-to-day workflow of other team members

· Continually improve, simplify and innovate the current worksheets and processes

· Liaise with Customers for special requirements, maintaining request forms operational and up-to-date

· All other tasks/ duties as required

• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Described product highlights and benefits to help guide purchasing decisions.
• Assisted customers with needs such as opening accounts, updating account details and signing up for new services.
• Processed customer service orders promptly to increase customer satisfaction.
• Responded to customer requests for products, services, and company information.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Tracked customer service cases and updated service software with customer information.

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Trained staff on operating procedures and company services.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Implemented and developed customer service training processes.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Monitored customer service operations to assess agent performance and provide feedback.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Created customer support strategy to increase customer retention.
• Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
• Improved customer service initiatives by streamlining sales and order management processes.
• Devised and published metrics to measure organization's success in delivering world class customer service.

• Updated account information to maintain customer records.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Provided primary customer support to internal and external customers.
• Handled customer inquiries and suggestions courteously and professionally.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.