NSHUTI KAYITARE RAPHAËL
WARSAW
Summary
I am a quick learner in any field, and I have the ability to work either individually or in a team on any task given and of course respectively to time. I am also an altruistic individual who has always had a passion for bringing the highest level of satisfaction in any service and possesses the communication skills needed to work with different types of personalities and I thrive in high pressure environments and a hard worker.
Overview
6
6
years of professional experience
Work History
Customer service representative
FOUNDEVER Polska
05.2023 - Current
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Map Reporting Specialist
COGNIZANT
09.2022 - 03.2023
- My job was mostly about Analyzing aerial photographs to detect and interpret significant topographical data
- Completed daily data updates and submitted information to quality assurance for review and implementation
- Update maps accordingly and responded proactively and positively to rapid change
- Throughout my stay at cognizant I not only utilized in-depth analysis and creative problem solving to troubleshoot reporting issues but also analyzed reporting functions and efficiency to reduce error rates and increase efficiency by 85% and extracted data from reporting tools to manage the wireless inventory for 50+ major vendors
- Consistently met strict deadlines, delivering high-quality reports under tight time constraints.
Contact Center Associate
VIKING CLOUD
05.2021 - 08.2022
- I was responsible for outbound calls, helping merchants to activate their account, escalate queries when required to appropriate personnel, monitor ticket queues, also resolved concerns with products or services to help with retention and drive sales
- I as well Boosted customer service satisfaction ratings through consistent quality control and investigated and resolved customer inquiries and complaints quickly
- Maintained strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns.
- Maintained high-quality standards by adhering to company policies and procedures during all interactions.
- Reduced average handle time with efficient call handling techniques, resulting in higher productivity.
- Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
Accountant and Cashier
CITIPHARM
06.2020 - 01.2021
- Gathered financial information, prepared documents, and closed books.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Used advanced software to prepare documents, reports, and presentations.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Handled day-to-day accounting processes to drive financial accuracy.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Improved financial reporting accuracy through meticulous data analysis and reconciliation efforts.
- Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
Customer care Representative
AIRTEL RWANDA
01.2019 - 03.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Bachelors - business management
Warsaw University of Business
01.2025
High school -
Lycée de Kigali
11.2018
Skills
- Strong communicator
- Teamwork
- Interpersonal skills
- Time management
- Organized
- Critical thinking
- Active listening
- Customer service
- Computer proficiency
- Microsoft Excel
- Customer relationship management (CRM)
- Live chat support
- Good communication skills
Personal Information
- Date of Birth: 02/02/99
- Gender: MALE
- Nationality: Rwandan
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Customer service representative
FOUNDEVER Polska
05.2023 - Current
Map Reporting Specialist
COGNIZANT
09.2022 - 03.2023
Contact Center Associate
VIKING CLOUD
05.2021 - 08.2022
Accountant and Cashier
CITIPHARM
06.2020 - 01.2021
Customer care Representative
AIRTEL RWANDA
01.2019 - 03.2020
High school -
Lycée de Kigali
Bachelors - business management
Warsaw University of Business
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