Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic

Marvin Kalimba

Wabrzezno,04

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

2
2
years of professional experience
1
1
Certification
2
2
Languages

Work History

Senior Customer Support Analyst

BBOX Rwanda
05.2022 - 03.2023
  • Provide timely and effective technical support to existing customers via various communication channels, including phone, email, and chat.
  • Troubleshoot and resolve customer issues related to products and services, ensuring thorough understanding and adherence to established protocols.
  • Monitor day-to-day operations to ensure that support delivered to consumers meets established product/service standards and complies with Global Customer Support policies and procedures.
  • Collaborate with internal teams, including product development, engineering, and quality assurance, to escalate and resolve complex technical issues.
  • Document customer interactions, inquiries, and resolutions accurately and comprehensively in the company's CRM system.
  • Proactively identify opportunities for process improvement and contribute to the development and implementation of best practices within the Customer Technical Support team.
  • Maintain a thorough understanding of company products, services, and technical capabilities to effectively address customer inquiries and concerns.
  • Stay abreast of industry trends, best practices, and emerging technologies to enhance the quality and efficiency of technical support services.

Customer Service Support Specialist

MTN Call Center
04.2021 - 04.2022
  • E-mail service as well as answering and making phone calls in French
  • Taking care of the correct flow of documentation within the department,
  • Accepting requests from customers, registering requests in the ERP system,
  • Explaining inconsistencies regarding customer matters and contacting other departments in the company,
  • Supervising the deadlines for keeping commitments,
  • Reporting on the status of entrusted tasks.

Assistant Logistics Officer

STECOL COPRORATION CHINA POWER ROAD CONSTRUCTION
11.2020 - 03.2021
  • Inventory Management: Keep track of inventory levels, monitor stock movement, and ensure optimal stock levels to meet customer demand while minimizing excess stock.
  • Order Processing: Receive and process orders from customers, retailers, or other distribution channels. Coordinate with the sales team to ensure timely and accurate order fulfillment.
  • Supply Chain Coordination: Collaborate with suppliers to manage the flow of goods, including placing orders, tracking shipments, and ensuring on-time delivery.
  • Logistics Planning: Plan and schedule transportation of goods to ensure timely delivery to customers and distribution points. Coordinate with freight companies, truck drivers, and other stakeholders.
  • Quality Control: Inspect incoming and outgoing spare parts to ensure they meet quality standards and are free from defects.
  • Documentation and Records: Maintain accurate records of inventory, orders, shipments, and other logistics-related documentation
  • Communication: Liaise with various teams, including sales, customer service, and management, to ensure effective communication and alignment of logistics operations with overall company goals
  • Data Entry and Reporting: Even with limited IT skills, you might be required to enter data into systems or spreadsheets for tracking purposes and generate basic reports to provide insights into logistics performance.

Education

Bachelor of Science - Logistics Management

University College of Enterprise And Administration
Lublin, Poland
04.2001 -

High School Diploma -

SOS TECHNICAL HIGHSCHOOL
Kigali,Rwanda
04.2001 -

Skills

SAP ERPundefined

Software

Zendesk, ServiceNow, Salesforce, Jira, Looker, Confluence, Slack

Google Calendar, Google Sheets skills, Calendly

Enterprise resource planning: JD Edwards ERP; NetSuite ERP, SAP

IT software: Operating Systems, Electronics software tools, Microsoft office

Certification

Cisco Networking Academy's IT Essentials

Timeline

Senior Customer Support Analyst

BBOX Rwanda
05.2022 - 03.2023

Customer Service Support Specialist

MTN Call Center
04.2021 - 04.2022

Assistant Logistics Officer

STECOL COPRORATION CHINA POWER ROAD CONSTRUCTION
11.2020 - 03.2021

Cisco Networking Academy's IT Essentials

06-2018

Bachelor of Science - Logistics Management

University College of Enterprise And Administration
04.2001 -

High School Diploma -

SOS TECHNICAL HIGHSCHOOL
04.2001 -

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Marvin Kalimba