IGOR AUBIN RUDASINGWA
POZNAŃ
Summary
Customer-focused professional with a history of exceeding sales targets and delivering excellent support. Skilled in technical troubleshooting and CRM/ticketing systems, with a strong commitment to customer satisfaction. Bilingual (English/French).
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
China Unicom
Wuhan - China
06.2020 - 07.2025
- High-Volume Customer Support – Efficiently handled a large number of customer inquiries and technical support requests (50 cases per day) using Salesforce and other ticketing services.
- Team Collaboration – Worked closely with colleagues to implement promotional strategies and drive revenue growth.
- Training & Mentorship – Trained new team members on system applications and best practices to enhance team performance
- Process Improvement – Developed troubleshooting guides and documentation to streamline support processes.
- Advanced Ticketing System Expertise – Managed customer issues efficiently using CRM and ticketing platforms like Zendesk, ServiceNow, and Freshdesk, ensuring prompt resolution and customer satisfaction.
- Data Analysis & Reporting – Generated reports on ticket resolution times, customer feedback, and service trends to identify areas for improvement.
- Performance Recognition & Achievements – Consistently met or exceeded KPIs related to ticket resolution time, customer feedback, and issue escalation rates.
- Customer Satisfaction & Retention – Maintained high customer satisfaction scores (CSAT) through proactive issue resolution and personalized assistance.
- Cross-Team Collaboration – Worked closely with network engineers, IT specialists, and sales teams to resolve complex issues and enhance service delivery.
Customer Service Representative
AIRTEL - TIGO
Kigali
01.2019 - 03.2022
- Expertise in Ticketing Systems – Managed and resolved customer inquiries using CRM and ticketing platforms like Zendesk and Freshdesk, ensuring a seamless support experience.
- Frontline Customer Support Excellence – Served as the first point of contact for customers, handling inquiries, resolving technical issues, and ensuring a smooth customer experience.
- Exceptional First-Call Resolution Rate – Successfully resolved 95% of customer issues on the first call, minimizing escalations and improving service efficiency.
- Sales Growth & Revenue Contribution – Consistently exceeded monthly sales targets by 15%, effectively upselling and cross-selling telecom products based on customer needs.
- Customer-Centric Problem-Solving – Earned multiple customer commendations for professionalism, active listening, and providing tailored solutions.
- Training & Knowledge Sharing – Developed step-by-step troubleshooting guides and trained new team members, enhancing team performance and efficiency.
- Proactive Service & Retention Strategies – Identified recurring customer issues and provided proactive solutions, improving loyalty and retention rates.
- Collaboration with Marketing & Product Teams – Supported the launch of new service promotions, explaining benefits to customers and driving increased adoption.
- Process Improvement & Workflow Optimization – Recommended workflow changes that improved ticket resolution speed, enhancing overall customer satisfaction.
Education
Bachelor of Business Administration - Business Management
WSB Merito University
Torun 03.2023 -
Diploma of Higher Education - Computer Science
Wuhan University
Wuhan - China 03.2020 -
Skills
- Customer Support & Troubleshooting
- CRM & Ticketing Systems
- Technical Support & Problem-Solving
- Multitasking & Time Management
- Sales & Upselling Strategies
- Strong Collaboration & Communication
- Patience under pressure
- Decision making capacity
- Customer oriented
- Complaint management
Languages
English
Advanced (C1)
French
Advanced (C1)
Timeline
Bachelor of Business Administration - Business Management
WSB Merito University
03.2023 -
Customer Service Specialist
China Unicom
06.2020 - 07.2025
Diploma of Higher Education - Computer Science
Wuhan University
03.2020 -
Customer Service Representative
AIRTEL - TIGO
01.2019 - 03.2022
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