Christella Umutoni
Peoria,AZ
Summary
-Polite and professional, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
-Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Grand Canyon Education
01.2023 - Current
- Responded to customer calls and emails to answer questions services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Approved and terminated student files upon request.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
Student Intern
Hardin Simmons University Advancement Office
03.2021 - 05.2022
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Gained operational knowledge and supported departmental needs.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Performed administrative duties and staff support tasks.
- Took meeting notes and compiled paperwork to support department.
- Interacted with university donors by phone, email, or in-person to provide information.
- Developed and maintained relationships with key internal stakeholders.
- Planned, prepared and participated in weekly meetings and events.
Student Intern
Kigali International Arbitration Center
05.2020 - 09.2020
- Sorted legal documents, filing and case materials in clear, orderly systems.
- Assisted in developing processes to expedite legal procedures.
- Prepared accurate pleadings, motions and briefs for review by partner attorneys.
- Attended depositions and court proceedings and prepared summaries on cases.
- Reviewed legal information and proofed documentation for errors.
- Organized legal filing system to maximize efficiency.
- Interviewed and communicated with clients via phone or email.
Education
Bachelor of Science - Health Administration (pre-law)
Grand Canyon University
Phoenix, AZ04.2024
High School Diploma -
Lubbock Christian Schools
Lubbock, TX06.2020
Skills
- Revenue Generation
- Call Control Skills
- Data Gathering
- Clinical Monitoring
- Project Organization
- Legislation Tracking
- Legal Documentation
- Telephone Etiquette
- Schedule Coordination
- Administrative Support
- Corrective Action Planning
- Online Fundraising
- Multitasking Abilities
Accomplishments
- Served as the captain and manager of the lubbock christian school's girls basketball team
- Voted as Rwanda's most influential teenager in the year of 2018
- Gave an interview on TV that inspired thousands of teenagers and youth at the age of 17.
Languages
English
Native or Bilingual
French
Professional Working
Swahili
Limited Working
Kinyarwanda
Native or Bilingual
Timeline
Call Center Representative
Grand Canyon Education
01.2023 - Current
Student Intern
Hardin Simmons University Advancement Office
03.2021 - 05.2022
Student Intern
Kigali International Arbitration Center
05.2020 - 09.2020
Bachelor of Science - Health Administration (pre-law)
Grand Canyon University
High School Diploma -
Lubbock Christian Schools
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