Muvunyi Nestor

Curriculum Vitae Nestor Muvunyi Kimihurura Secoter, Gasabo Distict in Kigali -Rwanda Phone: - Email:-Professional Summary Dedicated and customer-focused professional with 14 years of experience in customer care center operations. Proficient in handling and resolving client queries, and maintaining detailed records. Having ability to engage clients and provide exceptional service. Skilled in utilizing communication tools and adept at working in fast-paced virtual environments. Professional Experience Product Distribution Lead Agent at StarTimes (February 2021 – Up to Now) in a project pf Renewable Energy Fund, REF Window 5.  Coordinated with village leaders and the Energy Development Corporation Limited (EDCL) OMIS system to identify eligible households for Solar Home Systems (SHS).  Scheduled appointments for SHS distribution and ensured accurate data entry for activation.  Collaborated with the activation team to ensure timely delivery and activation of SHS products for customers.  Provided exceptional customer service, addressing inquiries and resolving issues related to SHS installation and usage.  Assisted clients with inquiries, complaints, and account management.  Call client to troubleshot technical issues or visit to offer timely solutions.  Documented customer interactions and collaborated with internal teams. Call Center Agent at StarTimes (September 2013 – January 2021)  Handled inbound and outbound calls to qualify leads and facilitate live transfers.  Resolved client queries efficiently, ensuring high customer satisfaction and Maintained accurate customer records and prepared spreadsheets.  Collaborated with team members to achieve targets and improve processes.  Initiate and conduct surveys or interviews with individuals to gather specific data regarding customer satisfaction, market trends, or preferences.  Gather and record data, ensuring it is accurate and comprehensive, which is used for analysis and decision-making purposes.  Help businesses understand customer opinions, needs, and behaviors by collecting feedback related to products, services, or market conditions.  Introduce customers to new StarTimes products, promotions, or upgraded services that might benefit them.  Follow company guidelines and standards while interacting with customers. A Field Agent performing door-to-door visits to address customer issues with services provided by StarTimes Rwanda, December 2011-August 2013  Visit customers' premises to identify and understand issues with their StarTimes services, such as reception quality, equipment functionality, or subscription concerns.  Troubleshooting and Technical Support by Performing basic diagnostics and repairs on-site for devices like decoders, satellite dishes, and remote controls. Ensure proper alignment of satellite dishes or replacement of defective parts.  Educate customers on using StarTimes equipment and navigating the service features, including channel settings, subscription options, and payment methods. Curriculum Vitae  Gather customer feedback on the quality of service, satisfaction levels, and suggestions for improvement. Record and report recurring issues to the technical or customer support teams for further action.  Help customers activate new subscriptions or renew existing ones. Guide them on payment platforms and assist with technical configurations.  Maintain accurate records of visits, issues identified, resolutions provided, and customer feedback. Prepare daily or weekly reports for the management team.  Build positive relationships with customers by addressing their concerns promptly and professionally. Act as the company’s representative and provide high-quality service to enhance customer loyalty.  Introduce customers to new StarTimes products, promotions, or upgraded services that might benefit them.  Ensure all tools and equipment used during visits are properly maintained and accounted for.  Maintain safety during visits and handle all customer interactions respectfully and professionally. Education  Bachelor of Engineering in Electronic and Telecommunication, at Kigali Institute of Science and Technology (KIST-UR), 2011  Certificate in Renewable Power and Electricity Systems, at University of Colorado Boulder (via Coursera), September 2024  AI Career Essential, at ALX Academy, April 2024  IBM Data Science; Solar Energy Basics, at The State University of New York (via Coursera), June 2023 Skills        Proficient in Google Suite (Docs, Sheets) and Microsoft Excel Strong attention to detail and organizational skills Excellent time-management abilities Ability to maintain data privacy and confidentiality Having experience with some IT tools or software, if applicable Good work ethic and willingness to learn and grow Fluent in English; proficient in Kinyarwanda, and Basic proficiency in French, with prior fluency that has diminished due to lack of use. Certifications and Training  GE06 DTT Frequency Coordination Workshop International Telecommunication Union (ITU), Nairobi, Kenya, July 2013  Quality of Service Monitoring and Compliance Training Rwanda Utilities Regulatory Authority (RURA), Kigali, Rwanda References Available upon request. 15 January 2025