Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites, Portfolios and Profiles
Hobbies and Interests
Timeline
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Ruvimbo Nyamukonda

Katowice

Summary

Customer-focused and results-driven professional with extensive experience in customer service, conflict resolution, and team collaboration. Skilled in managing high case volumes, de-escalating complaints, and improving customer satisfaction scores. Proficient in CRM tools, including Zendesk and Jira, with a proven track record of training and mentoring team members to enhance performance. Fluent in English (C2) pursuing a Bachelor of Science in Nursing. Dedicated to delivering exceptional customer experiences and exceeding performance goals.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Support Specialist in the Automotive Indu

Concentrix
02.2025 - Current
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
  • Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
  • Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Senior Customer Adviser

Shell Energy Retail Poland
10.2023 - 03.2024
  • Monitored and managed onboarding and after-sales support, handling 50+ cases daily
  • Leveraged Zendesk, CRM systems, and Jira to achieve a 90% first-contact resolution rate
  • Applied strong problem-solving skills in diagnosing inquiries, processing orders, and managing invoices and refunds
  • Maintained high account health by effectively managing 100+ client accounts
  • Excelled in multitasking, consistently meeting tight deadlines while handling multiple inquiries
  • Ensured 100% compliance with regulatory standards while delivering high-quality service

Customer First Adviser

Shell Energy Retail Poland
03.2023 - 10.2023
  • Managed 50+ daily calls and emails for UK customers, ensuring prompt issue resolution
  • Reduced wait times by 25% while consistently meeting call target timeframes
  • Facilitated seamless onboarding and resolved customer concerns with empathy and professionalism
  • Documented detailed notes for accurate issue tracking and applied product knowledge to resolve technical problems
  • Excelled in a hybrid work environment, consistently delivering high-quality outcomes

Assistant Receptionist

Extracity Luxury Coaches
03.2022 - 10.2022
  • Managed complaints with calm, clear communication and problem-solving.
  • Actively listened to customers to fully understand requests and address concerns.
  • Maximised customer engagement and satisfaction by delivering excellent customer service.
  • Customised customer experiences to build brand loyalty.
  • Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
  • Managed bookings to optimise team availability.

Education

Bachelor of Science - Nursing

Lubelskie Akademia Wsei
Lublin Poland
07.2025

Bachelor of Science - Nursing

WSEI
Lublin
2025

A-Levels - Finance

Chipindura high school
Bindura, Zimbabwe
2021

Skills

  • Excellent Customer Service
  • Effective Communication
  • Collaboration and Teamwork
  • Time Management and Multitasking
  • Strong Problem-Solving
  • Analytical Skills
  • Conflict Resolution
  • Attention to Detail
  • Leadership and Guidance
  • Results-Oriented Performance
  • Adaptability and Flexibility
  • Microsoft 365
  • Jira
  • Zendesk

Certification

Customer Communication Etiquette Certificate, Online Alison Webschool, 09/01/19,IELTS English proficiency test 2022

Languages

English
Proficient
C2

Websites, Portfolios and Profiles

LinkedIn Profile

Hobbies and Interests

  • Cultural Studies
  • Reading
  • Cooking

Timeline

Customer Support Specialist in the Automotive Indu

Concentrix
02.2025 - Current

Senior Customer Adviser

Shell Energy Retail Poland
10.2023 - 03.2024

Customer First Adviser

Shell Energy Retail Poland
03.2023 - 10.2023

Assistant Receptionist

Extracity Luxury Coaches
03.2022 - 10.2022

Bachelor of Science - Nursing

WSEI

A-Levels - Finance

Chipindura high school

Bachelor of Science - Nursing

Lubelskie Akademia Wsei

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Ruvimbo Nyamukonda