KIBARUTA ERIC
Support specialist
Warsaw,Masovia
Summary
Accomplished Customer Support Specialist with over 3 years of experience in delivering exemplary service in dynamic environments. Demonstrates proficiency in problem-solving, effective communication, and CRM systems. Renowned for enhancing customer satisfaction and loyalty through prompt and empathetic issue resolution. Eager to leverage my skills to contribute to the success by providing outstanding customer support.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Airtel Rwanda
01.2022 - 12.2023
- Manage escalated customer inquiries and complaints through various channels such as phone, email, and chat
- Offer solutions to intricate issues and guarantee prompt resolution
- Assist and guide junior customer support agents
- Recognize areas for enhancing customer support processes and propose improvements
- Keep thorough records of customer interactions and transactions utilizing CRM systems
- Track key performance indicators (KPIs) to evaluate team performance
Senior Support Specialist
Mobile Telephone Networks Rwanda
01.2020 - 12.2022
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Resolved customer complaints and addressed emergency requests and needs
- Responded to customer calls and emails to answer questions about products and services
- Maximized customer satisfaction by resolving service issues promptly
- Teamed up with colleagues to solve customer problems, boosting retention by 45%
- Devised initiatives to increase satisfaction by 25%
- Crafted scripts to maintain consistent and high-quality service
Contract Management Specialist
Ribbon Traders
01.2018 - 12.2020
- Conducted detailed analysis of contract data to identify trends and areas for improvement
- Managed the company register system and GDPR compliance system on an ad hoc basis, ensuring data integrity and compliance
- Acted as the point of contact for internal clients globally, addressing their contract-related inquiries and providing necessary support
- Improved contract registration accuracy by 20% through the implementation of a new tracking system
- Successfully trained over 50 employees on new internal processes, resulting in increased efficiency and compliance
Education
Logistics and Forwarding Trade
WARSAW UNIVERSITY OF ECONOMICS
01.2026
Highschool -
ECOLE TECHNIQUE SAINT KIZITO
01.2021
Skills
- Business Processes
- Public Relations
- Legal and or Compliance
- Technical Support
- MS Office package
- Effective Communication
- Critical Thinking
- Decision making
- Performs well Under pressure
- CRM System Proficiency
- Stakeholder Management
Languages
English
Bilingual or Proficient (C2)
French
Intermediate (B1)
Timeline
Customer Support Specialist
Airtel Rwanda
01.2022 - 12.2023
Senior Support Specialist
Mobile Telephone Networks Rwanda
01.2020 - 12.2022
Contract Management Specialist
Ribbon Traders
01.2018 - 12.2020
Logistics and Forwarding Trade
WARSAW UNIVERSITY OF ECONOMICS
Highschool -
ECOLE TECHNIQUE SAINT KIZITO
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