Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kelvin Ishimwe

Katowice

Summary

Achievement-focused expert with a demonstrated history of success in Customer Relations, dedicated to consistently delivering outstanding results and fostering progress. Proficient in strategic and innovative problem-solving, fueled by an enthusiasm for continuous learning and advancement.

Overview

6
6
years of professional experience

Work History

Customer Support Specialist

Concentrix
09.2023 - Current
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Offered assistance in implementing and developing training programs. Targeting on reduction of handling time thus increasing productivity
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.

Functionality Quality Assurance

Testronic Sp. z o.o.
11.2022 - 09.2023
  • Acted as the primary point of contact for customer quality inquiries, building strong relationships through transparent communication.
  • Validate new content, features and fixes from the development team for both quality and functionality before those changes are submitted to the build.
  • Identify and execute testing for complex and interconnected functionality.
  • Conducted regular functionality tests on products during manufacturing, ensuring products continuously aligned with company quality standards.
  • Submitted detailed analysis of all testing carried out on software environments, ensuring that all bugs and risks and issues were correctly logged.

Customer Support Officer

Sonarwa
12.2018 - 02.2022
  • Independently set up new user accounts and profiles, as well as handling password issues
  • Provided clear and concise step-by-step technical support to guide clients.
  • Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
  • Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
  • Used remote access to navigate and link to customer computers.

Education

Bachelor Of Computer Science - Mobile And Cloud Engineering

Akademia WSB Dąbrowa Górnicza
Katowice, Poland

Diploma of Higher Education -

NU-Vision High School
Kigali, Rwanda
11.2021

Skills

  • COTS Products (eg MS Word, MS Excel, MS Power Point, MS SharePoint)
  • Technical Support skills; Service Now, Jira, SAP, Zendesk, Software and Hardware Troubleshooting, Azure, Linux, Networking
  • Customer Satisfaction
  • Analytical Skills
  • Active Directory
  • Help desk support
  • Quality assurance
  • Remote support tools

Languages

English
Native Speaker
German
Upper intermediate (B2)

Timeline

Customer Support Specialist

Concentrix
09.2023 - Current

Functionality Quality Assurance

Testronic Sp. z o.o.
11.2022 - 09.2023

Customer Support Officer

Sonarwa
12.2018 - 02.2022

Bachelor Of Computer Science - Mobile And Cloud Engineering

Akademia WSB Dąbrowa Górnicza

Diploma of Higher Education -

NU-Vision High School

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Kelvin Ishimwe