Summary
Overview
Work History
Education
Skills
Timeline
Generic

Media Grace Munezero

Yarmouth,ME

Summary

Adept at customer relationship management and problem-solving, I significantly enhanced customer satisfaction at Walmart by employing advanced conflict resolution and Microsoft Excel skills. My proactive approach and ability to coach teams have consistently improved service delivery, showcasing my commitment to excellence and operational efficiency.

Overview

2025
2025
years of professional experience

Work History

Customer Service Representative

Walmart
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.
  • Created and maintained detailed database to develop promotional sales.
  • Managed timely and effective replacement of damaged or missing products.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Dsp

Apex Residential Care
  • 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.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Program Manager

Goodwill NNE
04.2024 - Current
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Facilitated workshops and conducted one-on-one training to educate team members.

House Manager

Maine Family Services
08.2022 - 10.2023
  • Managed day-to-day operation of home to comply with regulations and agency standards.
  • Supervised residents preparing meals and handling chores and provided constructive feedback.
  • Assisted residents with daily hygiene and living tasks.
  • Ensured security protocols were followed throughout the property, maintaining a safe environment for family members at all times.

House Manager

Safe Residential Care
01.2020 - 08.2022

Education

Law Degree - Law

Université Du Lac Tanganyika
Bujumbura -Burundi
08.2010

High School Diploma - General Studies

Lycée De L Amitié
Bujumbura-Burundi
07.2003

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Microsoft Excel
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Team Development
  • Documentation
  • Administrative Support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data Collection
  • Customer Relationship Management (CRM)
  • Prioritization
  • Staff Training
  • De-Escalation Techniques
  • Building rapport
  • Technical Support
  • Quality Control
  • Dispute Resolution
  • Customer Education
  • Product Sales
  • Product and service solutions
  • Coordination
  • Order Fulfillment
  • Reading Comprehension
  • Conflict Mediation

Timeline

Program Manager

Goodwill NNE
04.2024 - Current

House Manager

Maine Family Services
08.2022 - 10.2023

House Manager

Safe Residential Care
01.2020 - 08.2022

Customer Service Representative

Walmart

Dsp

Apex Residential Care

Law Degree - Law

Université Du Lac Tanganyika

High School Diploma - General Studies

Lycée De L Amitié

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Media Grace Munezero