Rurangirwa Benjamin
Bydgoszcz
Summary
Highly organized and dependable individual with a knack for managing multiple priorities while maintaining a positive attitude. Adept at taking on additional responsibilities to contribute to team success and achieve collective goals.
Overview
6
6
years of professional experience
Work History
E-commerce SFCC & Service Cloud specialist
Foundever
05.2023 - Current
- Manage and maintain the Square website to ensure it is current, user-friendly, and operational
- Create and update product listings, incorporating descriptions, images, and pricing for effective product showcasing
- Analyze website traffic, sales data, and customer behavior to drive data-informed decisions for performance enhancement
- Execute digital marketing strategies, including SEO, email marketing, and social media advertising, to bolster traffic and boost sales
- Ensure compliance with e-commerce regulations and implement security protocols to safeguard customer data
- Integrate third-party tools and applications as necessary to augment website functionality and streamline operations
- Collaborate with designers and developers to create visually appealing and user-friendly storefronts, leveraging SFCC's capabilities for responsive design, customization, and optimization
- Utilize SFCC's analytics tools to track key performance metrics, analyze customer behavior, and generate actionable insights for optimizing marketing strategies and improving conversion rates
- Configure and customize Service Cloud to manage customer inquiries, complaints, and support requests efficiently, including case routing, assignment, escalation, and resolution
- Implement knowledge base solutions within Service Cloud to provide self-service options for customers and enable support agents to access relevant information quickly to resolve inquiries
Customer Service Professional
Foundever
01.2023 - 05.2023
- Offering timely and helpful assistance to square customers via email, chat or phone, addressing their inquiries and concerns effectively
- Troubleshoot and resolve various customer issues, encompassing payments, accounts, hardware, software, and other square products and services
- Developed a comprehensive understanding of square's products and services to accurately address customer inquiries and resolve issues promptly
- Managed escalations when customer issues necessitated further attention or resolution from higher levels of support, ensuring a high satisfactory resolution for customers
- Consistently met or exceeded KPIs related to response times, resolution times, customer satisfaction
- Maintained meticulous records of customer interactions, documenting details of the issue, action taken, and resolution provided ensuring comprehensive and accurate records for reference and analysis
Payment Specialist
Equity Bank
09.2018 - 03.2021
- Proficient in managing domestic and international payments for clients utilizing SWIFT and local retail payments services
- Skilled in handling non-straight through processing exceptions to ensure accurate and timely transaction execution
- Experienced in processing manual internal journals for Finance and Operations, ensuring accurate recording and reporting of financial transactions
- Proficient in settling Loans and deposits and managing early redemption requests ensuring smooth and efficient transaction settlements for clients
- Settled Foreign exchange trades, ensuring timely and accurate execution to meet client requirements and mitigate currency risk
- Managed timely reconciliation of cash accounts and trade confirmations versus counterparties, with a deep understanding of process risk while maintaining compliance with regulatory requirements
- Proven track record of implementing improvements to streamline operations and deliver exceptional service to clients
Education
Bachelor of Arts - International Business
Wyższa Szkoła Gospodarki
Bydgoszcz, Poland09.2024
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Problem-Solving
- Analytical Thinking
- Team Collaboration
Languages
English
Advanced
C1
French
Advanced
C1
Timeline
E-commerce SFCC & Service Cloud specialist
Foundever
05.2023 - Current
Customer Service Professional
Foundever
01.2023 - 05.2023
Payment Specialist
Equity Bank
09.2018 - 03.2021
Bachelor of Arts - International Business
Wyższa Szkoła Gospodarki