Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Margot Emmanuella Mutesi

Austin

Summary

Bilingual (French-English) IT and customer service professional with 5+ years of experience delivering technical support, content quality assurance, and client service across fast-paced global environments. Known for resolving complex software and hardware issues, maintaining excellent customer satisfaction, and collaborating with cross-functional teams. Currently pursuing a Master's in Information Systems to further strengthen expertise in technology-driven service delivery.

Overview

10
10
years of professional experience

Work History

Residential Supervisor

CNS
04.2024 - Current
  • Lead residential support staff, ensuring a safe and supportive environment.
  • Handle documentation, safety audits, and team coordination.
  • Train new staff and mediate conflicts to improve service outcomes.
  • Communicate regularly with families and stakeholders to ensure satisfaction.
  • Coordinated all staffing schedules and made sure that each shift had adequate coverage.
  • Maintained caring, supportive and safe environment for residents through careful monitoring and continuous oversight.
  • Managed daily operations of the residential facility to ensure a safe, clean, and comfortable living environment for residents.

IT Service Desk Agent (French/English)

Fujitsu
04.2023 - 03.2024
  • Delivered bilingual IT support to international clients across Europe and North America.
  • Resolved hardware/software/network issues and documented incidents using internal ticketing systems.
  • Ensured excellent customer experience through professional and empathetic communication.
  • Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Maintained high-quality service standards by adhering to established processes and guidelines.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

Content Analyst – French Market

Majorel
05.2022 - 02.2023
  • Analyzed and moderated user-generated content for compliance with policies and brand standards.
  • Collaborated with technical and editorial teams to resolve escalations.
  • Maintained high accuracy and productivity in a real-time, fast-paced setting.
  • Enhanced content quality by conducting thorough research and analysis of industry trends.
  • Optimized search engine results by implementing effective SEO strategies for various clients.
  • Coordinated with graphic designers on visual elements complementing written content for a seamless user experience.
  • Conducted keyword research and integrated targeted phrases into online content to boost search visibility.
  • Developed compelling headlines and meta tags, leading to higher click-through rates for web pages.

Administrative & Talent Acquisition Assistant

Smart Sound Video
01.2016 - 11.2021
  • Managed administrative workflows and internal IT support tasks.
  • Coordinated hiring, onboarding, and training activities.
  • Provided professional customer service to clients and vendors.
  • Supported procurement team in evaluating bids from suppliers based on factors such as price competitiveness, quality of goods/services provided, delivery timelines and more.
  • Collaborated with cross-functional teams to ensure timely delivery of materials and resources.
  • Identified potential new vendors through market research and analysis, expanding supplier options.

Education

Master’s - Information Systems

University of Phoenix
01.2026

Bachelor of Science - Business Management

Warsaw University of Business
Warsaw,Poland
03-2024

Skills

  • Bilingual Technical Support (French & English)
  • IT Help Desk & Troubleshooting
  • Microsoft Office Suite & Windows OS
  • Ticketing Systems & Remote Access Tools
  • Customer Service (Phone, Chat, Email)
  • Team Supervision & Conflict Resolution
  • Documentation & Compliance
  • Networking Basics & Operating Systems
  • Strong Interpersonal & Communication Skills
  • Resident relations
  • Safety policies and procedures
  • Team management
  • Accurate record keeping
  • Daily living assistance

Languages

French: Native
English: Fluent
Kinyarwanda: Native

Timeline

Residential Supervisor

CNS
04.2024 - Current

IT Service Desk Agent (French/English)

Fujitsu
04.2023 - 03.2024

Content Analyst – French Market

Majorel
05.2022 - 02.2023

Administrative & Talent Acquisition Assistant

Smart Sound Video
01.2016 - 11.2021

Master’s - Information Systems

University of Phoenix

Bachelor of Science - Business Management

Warsaw University of Business

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