Kenny Nsabimana
Poznan,Poland
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Efficient in both French and English.
Overview
5
5
years of professional experience
Work History
1st Level Service Desk Analyst in French
BaseBeyond GmbH
09.2024 - Current
- Used Service Management systems to manage incidents and follow up requests.
- Maintained detailed records of user interactions, updates, and completed actions in the service management system.
- Performed diagnostics and troubleshooting via phone, accurately relaying instructions to staff.
- Escalated complex problems to senior technicians, facilitating timely and effective solutions.
- Provided first-line support for IT-related queries, swiftly diagnosing and resolving technical issues.
- Helped users with OKTA issues including reseting OKTA MFA
Content Analyst
Contio Tech
09.2024 - 02.2025
- Working with verification of advertising text and visual assets.
- Consistently meeting individual productivity and quality targets.
- Exercising critical thinking and attention to detail review content against existing guidelines.
- Supporting time-sensitive requests for projects while collaborating with cross-functional teams.
- Picked up additional tasks to aid team success.
- Organised files to support efficiency and traceability.
- Used tools like EWOQ for my daily rating of my tasks
Online Customer Service Consultant
Capita Plc
05.2023 - 03.2024
- Collaborate with cross-functional teams to address complex issues, providing comprehensive solutions for customers
- Develop highly empathetic client relationships and earn reputation for exceeding service standard goals
- Handle escalated customer complaints with professionalism and empathy, working diligently to find satisfactory resolutions while preserving client relationships
- Enhanced customer satisfaction by swiftly addressing and resolving inquiries through email and live chat platforms
- Utilize CRM software to manage and track customer interactions, ensuring timely follow-up and personalized service
- Monitor social media channels for customer inquiries, proactively addressing concerns and maintaining brand reputation management
Customer Support Specialist
Airtel Rwanda
05.2020 - 03.2022
- Generated reports to track performance and analyze trends
- Offered assistance in implementing and developing training programs
- Responded to customer requests for products, services, and company information
- Responded to customer calls and emails to answer questions about products and services
- Tracked customer service cases and updated service software with customer information
- Researched and identified solutions to technical problems
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Diagnosed and troubleshot hardware, software and network issues
Education
Bachelor of Arts - Business Management
WSHIU
02.2026
High School Diploma -
Nu-Vision High School
11.2019
Skills
- GoToResolve
- ServiceNow
- Microsoft Teams
- OKTA MFA
- Zendesk
- Microsoft Excel
- Salesforce
- Outlook
- Hootsuite
- Google forms
- LiveChat
- MS Office
- IT Troubleshooting
- Ticket support system management
- VPN Configuration
- Network Troubleshooting
- Application installations
- Database Management
- SAP
- Online Chat Support
- Customer Communication
Languages
English
Proficient
C2
French
Proficient
C2
Education
Poznan, Poland,Kigali, Rwanda
Contact
Poznan,Poland, 60-546
Timeline
1st Level Service Desk Analyst in French
BaseBeyond GmbH
09.2024 - Current
Content Analyst
Contio Tech
09.2024 - 02.2025
Online Customer Service Consultant
Capita Plc
05.2023 - 03.2024
Customer Support Specialist
Airtel Rwanda
05.2020 - 03.2022
High School Diploma -
Nu-Vision High School
Bachelor of Arts - Business Management
WSHIU
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