Customer Service Care

Israel Bahati

Customer Service Team Leader

Email: *************@*****.***

Phone: +250-***-***-***

Address: Kigali, Rwanda

LinkedIn: linkedin.com/in/bahati-israel-b99943223

Professional Summary

Dedicated and results-driven professional with over 2 years of experience in customer service leadership roles. Highly detail-oriented problem solver with a passion for delivering exceptional service and driving positive customer experiences. Demonstrated ability to enhance team performance and customer satisfaction through effective communication and strategic problem-solving.

Professional Experience

KOKO Networks

Customer Service Team Leader

Kigali, Rwanda

January 2024 – Present

● Lead a team of customer care representatives, ensuring high levels of customer satisfaction and efficient resolution of inquiries and complaints.

● Train and onboard new team members on company policies, procedures, and customer service best practices.

● Handle escalated customer issues and resolve conflicts professionally and effectively.

● Utilize CRM software to track and analyze customer interactions and feedback.

● Implement strategies to improve customer care processes, enhancing efficiency and productivity.

● Collaborate with cross-functional teams to address customer issues and improve overall satisfaction.

● Maintain detailed records of customer interactions, transactions, and feedback for reporting and analysis.

● Participate in regular team meetings and training sessions to stay updated on industry trends and best practices.

KOKO Networks

Sales Representative

Kigali, Rwanda

September 2023 – January 2024

● Sold products and services to prospective customers using persuasive arguments and strategic approaches.

● Conducted cost-benefit analyses of existing and potential customers to tailor solutions to their needs.

● Maintained positive business relationships to ensure future sales opportunities.

● Promoted and sold products/services to both existing and prospective customers.

● Performed needs analysis to meet customer requirements and address any issues or concerns.

● Reached out to customer leads through cold calling and resolved customer problems to maximize satisfaction.

● Achieved sales targets and outcomes within set deadlines.

● Coordinated sales efforts with team members and other departments, and provided management with reports on customer needs and competitive activities.

● Stayed informed about best practices and promotional trends, continually improving through feedback.

Private Sector Federation (PSF)

Customer Care Representative

Kigali, Rwanda

March 2023 – September 2023

● Welcomed and assisted attendees at events, providing exceptional customer service.

● Addressed and resolved customer issues and problems in a timely manner.

● Followed communication procedures, guidelines, and policies to ensure consistent service.

● Identified and assessed customer needs to achieve high levels of satisfaction. Education

Degree in Finance

at University of Kigali (UOK), Rwanda

Awarded in 2024

Skills

● Customer Service Management

● Team Leadership and Training

● Conflict Resolution

● CRM Software Proficiency

● Sales Strategies and Analysis

● Effective Communication

● Process Improvement

● Report Generation and Analysis

Languages

● English (Fluent)

References

PSF CEO RWANDA: RUZIBIZA Stephen, Tel+250-*********

Contact this candidate