Fiona Etchi
Poznan
Summary
Dedicated and results-driven Customer Service Representative with a strong commitment to delivering exceptional service and ensuring customer satisfaction.
Skilled in building strong relationships, understanding client needs, and providing effective solutions. Adept in customer service, management, and healthcare, with a proven ability to handle inquiries and resolve issues efficiently.
Possesses excellent time management skills and a deep understanding of the customer service industry. Bilingual( French & English), hardworking, and highly adaptable, with a strong ability to work in a team-oriented environment. Always eager to learn and take new challenges.
Ready for more opportunities to grow and contribute effectively to a dynamic team.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Analyst 1st Level
BaseBeyond IT-Service GmbH
11.2023 - Current
- Engaged in user support interactions via telephone, chat, and email platforms in French.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Responded to customer inquiries and provided technical assistance over phone, and messages
- Diagnosed and troubleshot hardware, software, and network issues.
- Collaborate with team members to resolve complex issues and improve service quality.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Stay updated on company policies to provide knowledgeable assistance.
Administrative Assistant
AKSHAR Company
07.2020 - 09.2022
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Provide customer support, responding to inquires, and ensuring high levels of client satisfaction.
- Established administrative work procedures to track staff's daily tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Assisted coworkers and staff members with special tasks on daily basis.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Professional Nurse
Kamenge Popular Hospital
06.2017 - 11.2018
- Administered medications accurately, ensuring proper dosage and timely distribution.
- Enhanced patient satisfaction through compassionate and empathetic communication.
- Demonstrated strong clinical judgment when handling complex cases or responding to emergency situations.
- Assisted in emergency medical interventions and supported doctors in critical care situations.
- Collaborated with medical teams to deliver high-quality patient care
- Provided emotional support to patients and families during difficult medical situations, fostering trust and rapport with clientele.
- Managed time effectively, prioritizing tasks based on the urgency of patient needs.
Education
MBA - Management And Quality Studies
Wyzsza Szkola Bankowa
Poznan, Poland07-2024
Bachelor of Science - Health Sciences
Light University
Bujumbura, Burundi06-2019
High School Diploma -
Paramedical School of Nurse
Bubanza, Burundi10-2014
Skills
- Customer service& communication
- Ticketing systems& Troubleshooting
- Team Collaboration& Leadership
- Bilingual: French& English
- Administrative& Organizational skills
- Healthcare& Patient support
- Problem- Solving& interpersonal skills
Languages
French
Native or Bilingual
English
Full Professional
Certification
- First Aid Certification
- Hemodialysis Certification
Timeline
Service Desk Analyst 1st Level
BaseBeyond IT-Service GmbH
11.2023 - Current
Administrative Assistant
AKSHAR Company
07.2020 - 09.2022
Professional Nurse
Kamenge Popular Hospital
06.2017 - 11.2018
MBA - Management And Quality Studies
Wyzsza Szkola Bankowa
Bachelor of Science - Health Sciences
Light University
High School Diploma -
Paramedical School of Nurse
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