Munira Kamugisha
Fort Worth,TX
Summary
Polite and professional Customer Service Representative 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.
Overview
10
10
years of professional experience
Work History
Senior Call Center Representative
JPS Health
02.2021 - Current
- Contributed valuable insights during team meetings aimed at enhancing operational strategies within the call center environment furthering its overall effectiveness.
- Leveraged advanced technical knowledge to assist customers with troubleshooting issues, ultimately resolving concerns promptly and efficiently.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
- Resolved complex issues through active listening, empathetic support, and clear communication with patients.
Office Manager
7-11
06.2018 - 02.2021
- Provided prompt, efficient, and courteous customer service
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Drive sales through effective communication with customers
- Assist customers by providing information and resolving their complaints
- Navigate various CRM systems and frequently attend educational seminars to improve knowledge and performance level.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Call Center Liaison
QVC
10.2014 - 05.2018
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Monitor customer accounts for accuracy and update records as necessary.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
Education
BACHELOR OF SCIENCE IN INTERIOR DESIGN -
The University of Texas At Dallas
Richardson, TXASSOCIATES OF ARTS -
TARRANT COUNTY COLLEGE
HIGH SCHOOL DIPLOMA -
ABILENE HIGH SCHOOL
Skills
- Ability to multitask, set priorities, and manage time effectively
- Workload prioritization
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Microsoft Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Supervised a large team of staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time off4-day work weekFlexible work hoursWork from home optionTeam Building / Company RetreatsPersonal development programsTimeline
Senior Call Center Representative
JPS Health
02.2021 - Current
Office Manager
7-11
06.2018 - 02.2021
Call Center Liaison
QVC
10.2014 - 05.2018
BACHELOR OF SCIENCE IN INTERIOR DESIGN -
The University of Texas At Dallas
ASSOCIATES OF ARTS -
TARRANT COUNTY COLLEGE
HIGH SCHOOL DIPLOMA -
ABILENE HIGH SCHOOL
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