Fiston Nshimiyimana
Doha,DA
Summary
Client focused personnel with six years of experience in customer experience in banking sector and construction industry, extensive internship in Information technology sectors. Solid teamplayer with proven skills in establish rapport with clients and motivated to maintain customer satisfaction and contribute to company success . Holds bachelor degree in Business Information and Communication Technology from Mount Kenya University.
Overview
7
7
years of professional experience
Work History
Contact Center Officer
NCBA Bank Rwanda
05.2023 - 06.2024
- Receiving inbound calls professionally and handling customer requests, inquiries and complaints and ensuring set KPI is exceeded.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns, .
- Delivered outstanding customer support , resulting in increased customer retention by 15% .
- Supporting customers on IT channels for convenient transactions such as mobile resetting pins, wrong transfer, following up for user activation and internet banking, resetting customer OTP.
Digital Channel Operation Intern
NCBA Bank Rwanda
03.2023 - 05.2023
- Provided aid to NCBA customers that use online banking, mobile banking and bill payments
- Supported customers with inquiries, requests, complaints on banking services and cards related issues.
- Supported staff members in their daily tasks , reducing workload burden and allowing for increased focus on higher priority assignments .
- Worked closely with E-banking operations team and card services team to ensure day to day services such as: mobile and card services are delivered seamlessly and follow up on any queries raised.
Self-Employed retail construction store
TONNSHI LTD
12.2018 - 11.2021
- Developed a business plan, created business strategies and marketing plan .
- Created customer relationships by organizing construction field visits and working with construction companies which grew client revenue by 15% in three months .
- Proven ability to learn quickly and adapt to new situations .
- Developed company website focused on showcasing our products, services, offers and Contact address .
- Monitored market conditions, product innovations, and competitor's products, prices, and sales .
- Performed administrative duties by preparing daily sales reports, keeping sales records, paying taxes, and filing expense account reports.
Sales Representative
Trust hardware
06.2017 - 10.2018
- Answered customers' questions about products, prices, availability, product uses .
- Generated additional sales opportunities by 10% with upselling and cross-selling techniques to customers based on their customers' needs and interests .
- Expanded customer base through networking , relationship building , cold calling , following up to customers and requesting feedback .
- Monitored market conditions, product innovations, and competitor's products, prices, and sales .
- Performed administrative duties by preparing daily sales reports, keeping sales records, and filing expense account reports .
Customer Service Agent
IREMBO Government Services
01.2017 - 06.2017
- Facilitated citizens to submit applications requesting government services and make payment for various services .
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns .
- Helped citizens to access all government e-services .
- Supported citizens to declare their monthly tax fees and other RRA services .
- Aided on checking customer application status in the system and provide follow up with the Irembo team in case of application delay or cancellation.
Education
Bachelor: Business Information Communication Technology - Business Communications
Mount Kenya University Rwanda
Kigali-Rwanda 07.2022
Diploma name: Computer Science - Computer And Information Sciences
Espanya
Nyanza-North Province 12.2016
Skills
- Proficient in Ms Word , Ms Powerpoint and Excel
- Communication skills
- Customer service skills
- Problem-solving skills
- Operating system skills
- Networking skills
- Trouble shooting skills
Accomplishments
- Certificate of completion, Information Cyber Security
- Certificate of completion, English for Common interactions in the workplace
Languages
Kinyarwanda
Native language
Kinyarwanda
Proficient
C2
English
Proficient
C2
French
Upper intermediate
B2
Swahili
Advanced
C1
Internships
2021-05 - 2021-08 MUHIMA MOTOR.
Intern, Network Support.
Installed, configured, and updated network software as well as maintained
hardware and network devices.
Identified hardware and software solutions along with troubleshooting
technical issues.
Performed data entries, record sales and expenses transactions.
Monitored antivirus software and updates, repair computers infected with
spyware, viruses.
2015-11 - 2016-01 UNILAK
IT Support Intern.
Provided day to day IT support for end user (Students and staff) requests
related to desktop software /hardware, internet configuration issues and
gave resolutions.
Maintained computer networks like VPNs, routers, and other physical
hardware.
Ensured that all malfunctioning equipment is inspected and repaired in
timely manner.
Created firewalls and updated virus protection software.
Timeline
Contact Center Officer
NCBA Bank Rwanda
05.2023 - 06.2024
Digital Channel Operation Intern
NCBA Bank Rwanda
03.2023 - 05.2023
Self-Employed retail construction store
TONNSHI LTD
12.2018 - 11.2021
Sales Representative
Trust hardware
06.2017 - 10.2018
Customer Service Agent
IREMBO Government Services
01.2017 - 06.2017
Bachelor: Business Information Communication Technology - Business Communications
Mount Kenya University Rwanda
Diploma name: Computer Science - Computer And Information Sciences
Espanya
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