Cadette Adrie N.

CURRICULUM VITAE I.INTRODUCTION Adrie Cadette Nyiramuratwa. Place of birth: Kigali-Gasabo Residence: Kenya. Nationality: Rwandese Contact: - E-mail- II.PROFFESSIONAL PROFILE SUMMURY         9 Years of Experience (Remotely) as an International Customer Service Support. Responding on emails and calls from different countries French and English speaking countries. Assistance in Translation English to French and vice versa. Huge experience in using ticketing system. Excellent skills in Loss and Prevention. Different skills in Claims and Refund Department. Help Desk Analyst in a call Center. Data Entry Agents. III. TECHNICAL SKILLS Assistance remotely, Active Director, E-tracker. SSF Console, Zoom (Basic). MaxIT, Braintree, Slack,Stripe. Avaya onex, Upwork(time tracker) Avaya Aura, Basecamp, Zendesk. IV.PROFESSIONAL EXPERIENCE (3Latest). Lime Company Limebike Dallas –USA.ICSR-BIlingual ( September 2018 to November 2019) International Customer Support Representative. – Limebike is a transportation company based in the United States. It runs electric scooters, electric bikes, normal pedal bikes and car sharing systems in various cities around the world SRP Support - USA SRP (September 2019 to November 2019) Service Response Partners. Loss and Prevention Department Responsibilities:          Investigate known or suspected external theft. Ensure customer satisfaction with the correct amount and right calculation. Maintain and manage correct currency in case of refund. Ensure to transfer to the related department in case the issue is not refund related. Insure to reports to Dispatch department In case of accident for further investigation. Process refund when the trip has not been successful technically. Assisting on lock issues while the product is under maintenance. Respond to all emergency emails/calls conditions on a priority. Providing a claims form to the Customer in case of an accident. Optimetriks Ltd. Optimetriks - Project Manager June 2018 to Sept 2018. - Optimetriks is an Africa based company whose solutions enable FMCG companies operating in Africa to get a tighter control over their distribution networks, reach their full sales potential and better understand the market dynamics through smarter field data. Responsibilities:       Manage CRM data. Improve productivity by evaluating and implementing sales technology. Managing activities that are part of the production of goods and services. Work with marketing to enable salespeople. Enhance a quality communication between clients and customers. Managing both the operations process and operations strategy. Airtel Africa , IBM, Dhanush InfoTech LTD 2015 Feb – 2018 May. Telecommunication company , Help Desk Analyst and IT Support. I worked 4 good years in Airtel Africa a telecommunication Company in partnership with IBM hired by Dhanush as a Vendor. Responsibilities: • Respond to requests for technical assistance primarily via phone and email. • Engage clients in a professional and friendly manner. • Obtain and record all relevant details, capturing minimum required information as indicated in the Knowledge base. • Ensure tickets are assigned correctly if unable to resolve within the service desk • Diagnose and resolve technical hardware and software issues • Troubleshoot and update work log. • Advice user on appropriate action depends on their requests. • Redirect problems to appropriate resource. • Follow up and Problem solving on queries that has been delayed to resolved • Take new actions to improve productivity and share best practices with the Subject Matter Expert and CSD Manager. • Managing a 24/7 service to all VIP tickets with Priority and ensuring clear feedback has been provided once resolution has been reached. • Seeks Incident/User Service Request completion within a timeframe satisfactory to their business priorities • Work with Service provider or Corporate Incident Management to determine best approach if conflict arises. IIV.QUALIFICATION: July 2013: Bachelor of Art in Economics with Education. Inatek. Nov 2013: A Diploma in Shipping Management ICM (UK) Sylabbus. Nairobi Aviation College-:O’level at Groupe Scolare St Joseph Kabgayi. Certificate in Humanties Science. Different online Customer Care Certificates. IIIV. COMMUNICATION SKILLS: Languages French English Kiswahili Write Good Good Good V.REFEREES: Jana Poudrette as Lead of Operation Limebike Douglas Mabuka HR Dhanush Infotech Neza Gasana Incident Management.IBM Speak Good Good Good - - - I solemnly declare that all above informations are true and related to my capacity.