Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Joella Chanissa Iradukunda

Warsaw

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Compliance Associate

Amazon
08.2022 - 11.2023
  • Report violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective procedures
  • Classify products based on SOP (Standard of Operations)
  • Follow SOP and instructions provided by managers
  • Provides ideas for process improvements to enhance process efficiency, quality and customer experience
  • Respond to stakeholders with guidance and flag any updates to Lead/Manager
  • Training and mentoring other Associates.
  • Enhanced company compliance by developing and implementing robust policies and procedures.
  • Streamlined the compliance review process for more efficient risk assessments and audits.
  • Conducted comprehensive audits to identify compliance gaps, resulting in improved regulatory adherence.
  • Provided expert guidance on complex regulatory matters, supporting business growth while maintaining compliance standards.

Content Analyst

Majorel
07.2022 - 08.2022
  • Responsible for analyzing online advertising content and business websites
  • Use this analysis to construct and modify ad texts / extensions to achieve client's expectations
  • Ensure excellent use of spelling and grammar is maintained in all tasks
  • Manage the quality of your work in line with the client's policies and procedures
  • Manage and complete a set number of ad groups per day to meet productivity expectations
  • Support and work with colleagues while building a collaborative team culture
  • Proactively highlight areas of improvement and escalate through the appropriate channels to ensure timely resolution of any issues
  • Bring a proactive approach to team meetings and ensure the promotion of best practice and knowledge sharing.
  • Enhanced content quality by conducting thorough research and analysis of industry trends.
  • Optimized search engine results by implementing effective SEO strategies for various clients.
  • Streamlined content production processes by creating templates and standard operating procedures for the team.
  • Developed compelling headlines and meta tags, leading to higher click-through rates for web pages.

Customer Sales and Service Expert

GIST LTD
01.2020 - 12.2021
  • Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors
  • Handled calls promptly and with courteous professionalism
  • Developed technical and mechanical proficiency to assist customers and field staff with service issues
  • Completed call documentation while speaking with customers
  • Identified and documented detailed business rules and use cases based on requirements analysis
  • Helped customers locate products and checked store system for merchandise at other sites
  • Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Maintained 80% conversion rate on new contacts by using persuasive communication skills.

Customer Service Representative

Airtel-Rwanda
01.2016 - 12.2019
  • Responded to customer comments and questions via Live Chat during shifts
  • 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, approximately 40 incoming calls and 10 mails per day from customers.
  • Documented and detailed calls and complaints using call center's CRM database
  • Maintained and managed customer files and databases
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.

Education

MBA - Business management

Warsaw University of Business
Poland
03.2024

Bachelor of science - supplies and procurement management

University of Kigali
Rwanda
01.2015

Skills

  • Sap
  • Data analysis in python
  • windows update
  • windows upgrade
  • windows activations
  • windows as a service
  • Bit locker
  • Microsoft bitlocker administration and monitoring
  • windows server(2008,2008r2,2012,2012r2,2016,2019)
  • log analysis with reference to window deployment
  • Technical support and assistance
  • Collaborative team player
  • Hardware and software configuration
  • Leadership and innovation
  • Ethernet and firewall
  • Standards operation procedure
  • Computer literacy
  • Excellent in using
  • Adobe Audition
  • Adobe flash
  • MS Office proficiency
  • Order fulfillment
  • Desktop support
  • Tracking and documentation
  • Configuring devices
  • Call center operations
  • Technical issues analysis
  • Regulatory expertise
  • Internal Auditing
  • Compliance Monitoring
  • Legal Research
  • Interpersonal skills
  • Microsoft Office Proficiency
  • CRM Software
  • Risk assessment
  • Data analysis
  • Quality assurance
  • Training delivery
  • Project management
  • Team leadership
  • Risk Management
  • Auditing Processes
  • Internal Controls
  • Advertising Understanding
  • Data Verification
  • Data Security
  • Data Entry
  • IT Compliance
  • Team Collaboration
  • Remote Desktop Support
  • Microsoft Outlook
  • Information Security
  • Wireless Networking
  • Network Troubleshooting
  • VPN Configuration
  • Videoconferencing
  • Performance Testing
  • Microsoft Office Specialist (MOS) Expert

Languages

English
Proficient
C2
French
Proficient
C2
Swahili
Upper intermediate
B2

Certification

Data analysis within python

Timeline

Senior Compliance Associate

Amazon
08.2022 - 11.2023

Content Analyst

Majorel
07.2022 - 08.2022

Customer Sales and Service Expert

GIST LTD
01.2020 - 12.2021

Customer Service Representative

Airtel-Rwanda
01.2016 - 12.2019

MBA - Business management

Warsaw University of Business

Bachelor of science - supplies and procurement management

University of Kigali

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Joella Chanissa Iradukunda