Summary
Overview
Work History
Skills
Accomplishments
Certification
Languages
Timeline
BRIAN NYARUWANGA

BRIAN NYARUWANGA

Dallas,TX

Summary

Customer Service Agent, Sales Expert and Collections Representative with over 5 years of experience in diverse sectors including call center operations, medical insurance, shipping, collections and retail. Proven ability to effectively communicate between consumers and corporations, enhancing customer satisfaction and operational efficiency. Strong technical skills combined with a commitment to achieving organizational goals. Seeking to leverage expertise in a dynamic and established organization.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Licensed Customer Associate

Teleperformance
04.2023 - Current
  • Providing support for variety of documents, processing inquiries and communicating with external clients.
  • Handling inbound calls and providing excellent customer service.
  • Diligently enrolling clients into desired health programs and also recommended appropriate plans.
  • Used my expertise to navigate the universal database and do research where needed.
  • Used my communication skills to sale products and services to current and prospective clients through a base pay plus commission incentive work environment.
  • Implemented department asset protection procedures that identified and minimized profit loss by 30 %.

Customer Liason Agent

Assurant
02.2020 - 03.2023
  • Respond to telephone inquiries, providing quality service to customer and associates inquiry about the availability of products and status orders.
  • Listening to caller needs in an effective manner to ensure positive consumer experience.
  • Access electronic systems to look up catalogs on product information and availability.
  • Strive for prompt complaint resolution to avoid escalation of customer dissatisfaction.
  • Excelled within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.
  • Adjusting work process to accommodate changes in customer handling guidelines determined by the organization.
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Piloted customer loyalty program, resulting in increased repeat business.

Junior Customer Service Personnel

Publix
01.2018 - 01.2020
  • Manage inbound and outbound calls.
  • Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities.
  • Become familiar with and follow Company guidelines and procedures (CBTs, training, timecards, e-mail, training, etc).
  • Attend team meetings.
  • Promptly responded to general inquiries from clients via telephone.
  • Maintained up-to-date knowledge of policies on flooring experience.
  • Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service.
  • Memorized the company’s product offerings and communicated them to the clients.
  • Follow up with leads on customer budgets.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Skills

  • Customer service expertise
  • Sales proficiency
  • CRM navigation
  • Effective communication
  • Active listening
  • Microsoft Office Suite
  • Professional English proficiency
  • Collections Expertise
  • Image Processing Expertise

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved Customer issues which led to a desirable retention rate and quality survey scores.
  • Achieve maximum production through effectively aiding in metrics and sales revenue through the use of expertise, internal resources and external sources.

Certification

Certified Sales Leadership Certificate (Outbound and Inbound) NASP.

Active Life and Health Insurance Certificate (Multiple States).

Debt Collection Commercial Collectors Course.


Languages

English
Native or Bilingual

Timeline

Licensed Customer Associate - Teleperformance
04.2023 - Current
Customer Liason Agent - Assurant
02.2020 - 03.2023
Junior Customer Service Personnel - Publix
01.2018 - 01.2020

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BRIAN NYARUWANGA