Hervé Sabin Ineza
Via Antonio Pigafetta,29, 10129, Turin, Metropolitan City of Turin- –-Date of birth:-
PROFESSIONAL PROFILE
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Customer service operator in the telecommunications sector with three years of
experience gained in contact with a varied clientele from the point of view of
commercial needs and character profiles. Equipped with excellent stress
management skills and intermediation with the user, good propensity to listen and
communication skills that allow her to adequately and quickly solve the problems
that have emerged by guiding the customer even in complex remote operations.
He can count on good organizational and time management skills. He knows how
to fit into new work contexts without too many difficulties thanks to team spirit
and excellent listening and communication skills.
SKILLS AND COMPETENCES
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Customer management skills
Using MS Office
Attitude to problem solving
Flexibility and dynamism
Communication skills
Organizational skills
Active listening skills
Motivation and determination
WORK EXPERIENCE AND PROFESSIONALI
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07/2019 – 09/2021 Customer Service Representative
MTN Rwanda – Kigali
Data entry into databases, control and management of contractual
documentation.
Provision of contractual or commercial information on additional services,
special offers and promotions.
Opening and filling in tickets for the technical support department.
Optimization of the quality of the assistance service through the
attendance of courses and trainings.
Management of databases and updating of personal data of customers.
Personalize customer interactions using appropriate terminology and tone
of voice to provide a positive experience.
Experience in customer service in different languages.
Resolution of any disputes with professionalism and techniques of
persuasion and active listening.
08/2018 – 07/2019 Call center employee
MTN Rwanda – Kigali
Management of phone calls in compliance with the scripts defined by the
company.
Cross and up selling activities.
Explanation of the contractual clauses of the terms of sale and registration
of the order in the company computerized archives.
Virtual or telephone assistance of customers through communication and
persuasion techniques that guarantee the rapid and effective management
of complaints, negotiations, reservations or negotiations.
Immediate understanding of customer needs in order to reduce waiting
times, streamline procedures and identify appropriate solutions in
adequate time.
Management of disputes in telephone, e-mail and chat channels with
empathy and professionalism reassuring the customer and avoiding further
conflicts.
EDUCATION AND TRAINING
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Degree: Mechanical engineering
Politecnico di Torino – Torino-Italy
12/2018 Advanced Diploma: Construction Technology
Kigali Independent University – Kigali-Rwanda
Participation and Certification issued by "Engineers without borders, New York
09/2014 High school diploma: science
Kiserian Juniour Seminary - Nairobi-Kenya
Training course in first aid
LANGUAGES
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Kinyarwanda : Native speaker
English : Fluent
French : Fluent
Swahili : Intermediate
Italian : Intermediate
CERTIFICATIONS ________________________________________________________
Customer Support Training
Internship with Engineers Without Borders - New York
