Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Certificates
Timeline
Generic

Ngamije Kizito Frank

Bydgoszcz

Summary

Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Junior Technical Support

Kyndryl
01.2022 - Current
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Configured hardware, devices, and software to set up work stations for employees.

Relationship Officer

Equity Bank Limited
05.2021 - 08.2021
  • Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.


  • Processing client deposits and withdrawals
  • Assisted customers in performing international transfers
  • Provide bank statement on demand
  • Assisted in Opening customer accounts by following the Know Your Customer principle.
  • Linked customers with the credit department to avail of loan facilities


Reservation Agent

Hôtel des Mille Collines
09.2019 - 01.2020
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
  • Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
  • Monitored guest feedback closely to identify areas of improvement in reservation processes and services, leading to enhanced overall guest experience.


  • Worked closely with the front desk to achieve full occupancy of the property.
  • Participated in ongoing training sessions to stay current on industry trends, best practices, and reservation system updates.
  • Handled billing information over the phone.
  • Generated and reported performance metrics to management to inform decision-making.

Education

Master Degree IT in information technology, T project manager -

University WSB Merito Bydgoszcz
Bydgoszcz, Poland
11.2023

Bachelor Degree in Business Administration, Marketing -

Adventist University of Central Africa
12.2016

Skills

  • Microsoft office 365
  • Microsoft Excel
  • Power BI
  • Hardware maintenance
  • Service Snow
  • Customer Service
  • Technical troubleshooting
  • IT service management

Certification

  • Microsoft 365 fundamentals-Microsoft
  • Business Analytics MS Excel -Simpli Learn
  • Power BI Beginner to Pro Workshop -Pragmatic Works
  • Coursera Operation analytics
  • Coursera Consumer Analytics
  • Coursera People Analytics

Languages

English
Advanced
C1
French
Intermediate
B1

References

  • Pawel Sawicz, Kyndryl, +48536423409, Pawel.Sawicz@kyndryl.com
  • Claire Kangwage, Hôtel des Mille Collines, +250788303324, claire.kangwage@millecollines.rw
  • Sheila.lengees Equity Bank Rwanda +250731000436 Sheila.lengees@equitybank.co.rw

Certificates

1. Microsoft 365 Fundamentals

2.Simpli learn business analysis CBAP

3.Coursera Operation ANAlytics

4..Coursera People Analytics



Timeline

Junior Technical Support

Kyndryl
01.2022 - Current

Relationship Officer

Equity Bank Limited
05.2021 - 08.2021

Reservation Agent

Hôtel des Mille Collines
09.2019 - 01.2020

Master Degree IT in information technology, T project manager -

University WSB Merito Bydgoszcz

Bachelor Degree in Business Administration, Marketing -

Adventist University of Central Africa

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Ngamije Kizito Frank