Fiona Umulisa Berwa
Warsaw
Summary
I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative. I am able to work well under pressure and adhere to strict deadlines. I have an active and dynamic approach to work and getting things done. I am an expert experienced in troubleshooting computer hardware and software issues in customer-focused environments.
Overview
6
6
years of professional experience
Work History
Customer Service Professional
Foundever
07.2021 - 11.2023
- Assisted customers by answering questions and responding to inquiries in French and English.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
SENIOR IT SUPPORT ANALYST
Equity Bank Limited
01.2019 - 03.2021
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Configured hardware, devices and software to set up work stations for employees.
- Performed code refactoring and optimization to improve performance and by integrating SAP hybris with other sap products.
- Troubleshoot and resolve hardware and software issues.
Administrative Assistant
Sign Communication Solution Ltd
01.2018 - 01.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff team meetings
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
Education
Master of Science - Psychology of Business And Leadership
University of Economics And Human Sciences
Warsaw, Poland11.2024
Bachelor of Arts - Mass Media And Communication And Public Relations
Mount Kenya University
Kenya-Nairobi08.2019
Skills
- Troubleshooting skills
- Hardware Knowledge
- Payment Processing
- Computer Literacy
- Technical Support
- Interpersonal Skills
- Active Listening
- Product Knowledge
- Multitasking
- De-escalation Techniques
- Social Media Management
- Effective Communication
- Data Entry
- Appointment Scheduling
- Data Collection
Languages
French
Proficient
C2
English
Proficient
C2
Timeline
Customer Service Professional
Foundever
07.2021 - 11.2023
SENIOR IT SUPPORT ANALYST
Equity Bank Limited
01.2019 - 03.2021
Administrative Assistant
Sign Communication Solution Ltd
01.2018 - 01.2019
Master of Science - Psychology of Business And Leadership
University of Economics And Human Sciences
Bachelor of Arts - Mass Media And Communication And Public Relations
Mount Kenya University
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