Joyce Mutoni
York,york
Summary
Versatile and results-driven professional with a diverse background across content moderation, IT support, customer service, and digital sales. Demonstrated ability to adapt quickly to different roles while consistently delivering high performance. Proven track record in achieving desired quality standards in content moderation and driving a 30% sales increase as a Digital Sales Officer. Skilled in problem-solving, time management, leadership, and effective communication. Known for resolving complex customer complaints and maintaining a strong focus on efficiency and service excellence.
Overview
10
10
years of professional experience
Work History
Content Reviewer-Process Associate
GENPACT(KRAKOW)
10.2021 - Current
- - Understand and remain up to date with content policies and guidelines shared by customers
- Analyze online videos 200 per day, social media, webpage and advertising content for Compliance
- Train other team members regarding the daily tasks whenever urgent and requested
- Managed workload effectively through proper organization of assignments according to priority, deadline or complexity.
- Supported the implementation of SEO strategies by reviewing keyword usage and optimizing metadata within content pieces.
- Maintained a high level of productivity by consistently meeting or exceeding performance metrics for content reviews completed per day,week,month.
IT Analyst
HCL TECHNOLOGIES(KRAKOW)
05.2022 - 07.2023
- - Provide hardware/software network problem diagnosis and resolutions via telephone for customer’s end users
- Route problems to internal I.M support staff
- Administer and provide user access and exit controls
- Use the call tracking system to document and manage problems and work requests and their respective resolutions circumventions
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Optimized system performance to 25%by conducting regular audits and resolving identified issues.
Digital Agent Officer
ECOBANK Rwanda
07.2017 - 02.2020
- Encouraging customers to use online services
- Receive and follow up of customer online compliance
- Daily, weekly and monthly report for all tasks
- Enhanced client satisfaction to 30% by promptly addressing inquiries and providing accurate information on products and services.
- Increased customer satisfaction with personalized follow-up strategies.
- Enhanced client portfolio by identifying and securing new partnerships.
- Implemented feedback system to gather client insights, driving continuous improvement.
- Conducted regular performance reviews with team members to identify areas for development.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Receptionist
Serena Hotel
08.2017 - 12.2018
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls up to 25 per day, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction to 25% by providing efficient and professional front desk services.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Call Center Officer
AIRTEL Rwanda LTD
02.2015 - 06.2017
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Improved team morale and performance by 20%with consistent feedback and recognition of achievements.
- Increased awareness and preparedness for potential threats by developing comprehensive training materials for new recruits.
- Developed and implemented strategic plans to address community concerns, fostering stronger relationships between force and public.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
Education
MBA - Business Administration And Management
YORK ST JOHN UNIVERSITY
UNITED KINGDOM02-2025
Bachelor of Arts - International Business Management
VINCENTPOL UNIVERSITY
Lublin, Poland07-2021
A level - MEG (Mathematics, Economics and Geography)
Lycee De Kigali
Rwanda01.2016
Skills
- Effective communication
- Digital organization management
- Professional expertise
- Problem solving
- Leadership skills
- Time management
Hobbies and Interests
- Making friends
- Meet new challenge for better change in future
- Listening to the world of God and hymns
Consent
I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 and repealing Directive 95/46/EC (General Data Protection Regulation).
Timeline
IT Analyst
HCL TECHNOLOGIES(KRAKOW)
05.2022 - 07.2023
Content Reviewer-Process Associate
GENPACT(KRAKOW)
10.2021 - Current
Receptionist
Serena Hotel
08.2017 - 12.2018
Digital Agent Officer
ECOBANK Rwanda
07.2017 - 02.2020
Call Center Officer
AIRTEL Rwanda LTD
02.2015 - 06.2017
MBA - Business Administration And Management
YORK ST JOHN UNIVERSITY
Bachelor of Arts - International Business Management
VINCENTPOL UNIVERSITY
A level - MEG (Mathematics, Economics and Geography)
Lycee De Kigali
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