Kenny Nsabimana
Poznań
Summary
Dynamic individual with hands-on experience in Customer Support Specialisation and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
5
5
years of professional experience
Work History
Content Analyst
Contio Tech
09.2024 - 02.2025
- Working with verification of advertising text and visual assets
- 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
- Used tools like EWOQ for my daily rating of my tasks
- Enhanced content quality by conducting thorough research and analysis of industry trends.
- Collaborated with cross-functional teams to develop cohesive marketing strategies, resulting in increased brand awareness.
Online Customer Service Consultant
Capita Plc
02.2023 - 03.2024
- Collaborate with cross-functional teams to address complex issues, providing comprehensive solutions for customers
- Used SAP to enter purchasing orders done by customers
- 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
- Working with production team and forwarding to make sure client receive order on schedule
- Collaborated with cross-functional teams to address complex issues, providing comprehensive solutions for customers.
Order Management Specialist
BPN Rwanda
07.2021 - 05.2022
- Entering purchase orders in SAP and placing sample orders
- Updating orders such as changing delivery dates or increasing number of product requested
- Processing credit notes for lost, broken and non repairable products
- Reviewed order terms and conditions with customers to comply with company policy
- Generated invoices and shipping labels to properly bill and ship customer orders
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Collaborated with cross-functional teams in resolving order-related issues, ensuring a seamless customer experience.
Customer Support Specialist
Airtel Rwanda
05.2020 - 06.2021
- Generated reports to track performance and analyze trends
- Offered assistance in implementing and developing training programs
- 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
- Diagnosed and troubleshot hardware, software and network issues
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Education
Bachelor of Arts - Business Management
WSHIU(University of Commerce And Services)
Poznan, Poland03-2026
High School Diploma -
NU-Vision High School
Kigali,Rwanda11-2019
Skills
- ServiceNow
- SAP
- Zendesk
- Microsoft Excel
- Outlook
- LiveChat
- O365 Office
- IT Troubleshooting
- Ticket support system
- Management
- Database Management
- Online Chat Support
- Customer Communication
- Languages
- French
- English
Languages
English
Proficient
C2
French
Proficient
C2
Timeline
Content Analyst
Contio Tech
09.2024 - 02.2025
Online Customer Service Consultant
Capita Plc
02.2023 - 03.2024
Order Management Specialist
BPN Rwanda
07.2021 - 05.2022
Customer Support Specialist
Airtel Rwanda
05.2020 - 06.2021
Bachelor of Arts - Business Management
WSHIU(University of Commerce And Services)
High School Diploma -
NU-Vision High School
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