STEVEN Ntwari
.
warsaw
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Senior Customer Service Representative
Call Centre Inter Galactica
05.2022 - 05.2025
- Resolved customer service issues using company processes and policies, and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Communicate with customers through various channels, such as phone calls and emails, through Salesforce and Zendesk.
- Focused on addressing client needs and resolving issues in both the basics of data analysis in Excel and the foundations of Microsoft Excel.
- Handling customer requests in Salesforce related to website navigation procedures throughout our services.
- Provide customer service in commercial-related tasks, and perform daily operations such as booking reservations and ticket consultations.
- Working on a project under Wizz Air from May 2023. Worked on an extra project for the FIFA Women's World Cup from July 2023 to October 2023.
- Established a strong rapport with customers, fostering long-term relationships and repeat business.
- Escalated issues to the proper supervisors when standard processes were not effective.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
Data Manager
Rwanda Biomedical centre
01.2020 - 01.2022
- Troubleshot technical issues efficiently under pressure; provided prompt and knowledgeable support to end users.
- Conducted thorough audits of existing databases, identifying areas for improvement, and addressing discrepancies as needed.
- Completed data entry tasks with accuracy and efficiency.
- Verified the accuracy of data entered into the system to produce error-free reports.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Maintained a high level of accuracy and speed through continuous self-assessment, consistently surpassing company standards.
- Addressed discrepancies in data entry tasks promptly and accurately to maintain the overall quality of medical information.
- Supported healthcare providers by efficiently managing appointment scheduling and updates within the database system.
- Conducted thorough audits of existing databases, identifying areas for improvement, and addressing discrepancies as needed.
Education
Bachelor of Science - Business Management
Warsaw University of Business
Warsaw, Poland 03.2022 - Current
Skills
Detail Oriented mindset
undefinedTimeline
Senior Customer Service Representative
Call Centre Inter Galactica
05.2022 - 05.2025
Bachelor of Science - Business Management
Warsaw University of Business
03.2022 - Current
Data Manager
Rwanda Biomedical centre
01.2020 - 01.2022
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