Yvette Uwera

Yvette UWERA Email :-Location : Nairobi- Kenya           PROFESSIONAL PROFILE SUMMARY Wide experience in working remotely/Virtual assistant Wide experience in Data entry and good typing skills Wide experience in email handling. Experience in loss prevention(Refunds) Experience in dispute resolution. Good knowledge in detecting fraudsters Wide experience in Customer service. Good knowledge in Microsoft office programs. Experience in Helpdesk, Call center and Quality Assurance. English and French proficiency.        Zendesk Slack Basecamp Braintree Stripe MaxIT AVAYA TECHNICAL SKILLS  Remote tool support  Active directory  SSF console  E-tracker  Aspect  Zoom(Basic) PROFESSIONAL EXPERIENCE Lime(Remote job) Customer support and Loss Prevention (Refunds) representative May 2019 to October 2019 The key responsibilities: • Apply refunds or coupons where applicable • Respond to customers’ email through Zendesk platform • Creating awareness of the Lime’s user agreement Lime(Remote job) representative Fraud,URC & Dispute Resolution Analyst and Customer support November 2018 to May 2019 The key responsibilities: • Review accounts found in the Fraud Queue and determine if risky. • Manually respond to Chargebacks via a 3rd party portal. • Investigate users reported for violations of our content policy. • When violations are found reach out to the users and take appropriate corrective action. • Investigate and respond to inquiries from users in areas of responsibility owned by the Trust and Safety team. • Respond to different types of chargebacks by providing appropriate evidences. ------------------------------------------------------------------------------------------ Dhanush Infotech Ltd – Nairobi/Kenya Quality and Assurance Analyst October 2016 – June 2018 Dhanush is a contracting partner of IBM to provide IT End Users services to Airtel Africa and Orange. Supporting Anglophone and Francophone 17 countries. I got this promotion because of my incredible performance as helpdesk analyst. As a Quality and Assurance, I audit all work done at the helpdesk. Key responsibilities: • Audit both French and English tickets created, phone calls and emails. • Ensure quality of service provided by service desk to internal customers. • Assist in operation supervisory role anytime assigned. • Regularly present to the team and management team on Quality Improvements. • Assigned to ensure that staff assigned meets the established performance criteria and that calls are handled according to the center’s performance standards of quality. • Support daily operations including team support and coaching • Perform audits of performance-level percentage of tickets and meet the deadlines. • Assist in strategy development, tracking and reporting Central IT Helpdesk performance to ensure the Central IT Helpdesk's objectives are met. • Monitor, analyze, and report on quality of service on daily and weekly basis. • Identify and close gaps in knowledge, access, support solutions, reinforce strengths with agents. • Ensure customer satisfaction in providing quality services. • Translating scripts/documents from English to French. • Helping the team understand performance targets and goals • Providing constructive feedback and coaching. • Data entry and collate • Prepare and submit performance reports ------------------------------------------------------------------------------------------ Dhanush Infotech Ltd – Nairobi/Kenya Helpdesk Analyst October 2014 – September 2016 Dhanush is a contracting partner of IBM to provide IT End Users services to Airtel Africa and Orange. Supporting Anglophone and Francophone 17 countries. The key responsibilities: • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Receive incoming calls from the customers market from 17 African countries (francophone and Anglophone). • Create tickets using MaxIT tools for different requests. • Understand the business requirements and provide appropriate solutions. • Able to translate the work-related documents / content provided into French from English and vice versa. • Help resolve issues at the first level within the scope of training provided. • Work with the other team members amicably and resolve queries / requests within the given SLAs. • Understand the customer requirements. ------------------------------------------------------------------------------------------ Laterite –Kigali Rwanda Enumerator August 2012- October 2012 The project was about a research of young girls between 10 to 15years to know about the problems they have and in case they dropped out from school, why? The key responsibilities: • Interview young girls and their parents. • Recognize and give an account of problems in obtaining data; • Submit completed tasks to a supervisor and discuss developments daily; • Review data gathered from an interview to check if they are complete and accurate. • Data entry • Help people in filling out the questionnaires; • Find and record addresses and households. ------------------------------------------------------------------------------------------ MTN Rwanda –Kigali/Rwanda Customer Care Agent May 2010 – January 2012 The key responsibilities: • Receiving incoming customer calls. • Selling and promoting MTN products and services as appropriate • Promoting and recruiting customers into the MTN loyalty program • Receiving and dealing with customer complaints with the aim to solve the problem and reinforce a positive image of the company • Assisting new customers, ensuring that they are professionally handled and their enquiries converted into sales I maintained an above average performance and delivered on targets including number of calls handled. I also did well in resolving customer complaints and problems as well as conversion of calls into sales. All this was possible due to my excellent communication skills, capability to solve problems and work under pressure among others. ------------------------------------------------------------------------------------------ TIGO Rwanda –Kigali/Rwanda Marketing agent April 2009 – February 2010 The key responsibilities: • To prepare new strategies for increasing number of our customers and the number of product and services sold in going in different places and offices. • Data entry EDUCATION  Planning for Monitoring and Evaluation certificate Philanthropy University - 2019  Bachelor of Business Studies, Kigali Institute of Education Rwanda – 2011  A2 Level Diploma, Human Sciences, Groupe Scolaire Notre Dame du Bon Conseil, Rwanda - 2006  O’ Level Diploma, Groupe Scolaire Notre Dame de Lourdes, Rwanda - 2003