Charlotte Mufumbi

My role is to lead and take responsibility and accountability of shift as well managing up to 50 incidents daily

• Perform root cause analysis of recurring problems
• Assess team members skills and their growth
• Incidents managements and willing to contribute with creative, out of the box solutions.(SNOW & jira)
• Assisted with developing new processes or procedures to improve efficiency and effectiveness of the escalation process
• Participated in special projects related to escalating customer issues and participated in cross-functional teams when required by management
• Recommended system improvements, accounting for budgetary concerns and performance requirements.
• Generated reports covering details about data, system operation, and error monitoring.
• Processed requests for service from internal and external customers.

• Managed 20 customer calls per day
• Acted as first point of contact with customers and provided them with assistance and information pertaining to company products and services
• Resolved customer complaints and concerns in a prompt and courteous manner
• Maintained up-to-date knowledge of company products and services to ensure accurate information was provided to customers.
• Handled customer inquiries and suggestions courteously and professionally.