Ruth Mbuyamba Nsangana
Lawrenceville,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in RYERSON Company. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Diligent College Student focused on Website Design final project presentation and continual adaptation. Team-oriented collaborator with reliability and focus on equitable task distribution through group projects and motivation to accomplish mutually held goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ryerson
Norcross, GA
04.2022 - 01.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Participated in training sessions to enhance skills and knowledge.
- Updated databases with new and modified customer data.
- Delivered exceptional service by empathizing with customer concerns.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
IT Technician
President's Civil House
Kinshasa, DR Congo
10.2018 - 01.2021
- Performed set up and maintenance tasks on PCs, networks and mobile devices by analyzing system's connection
- Linked computers to network and peripheral equipment
- Established, repaired and optimized networks by installing wiring, cabling and devices
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly
- Managed system-wide operating system and software deployments as well as related software upgrade problems
- Configured systems according to prescribed software and hardware frameworks
- Used diagnostic tools to identify hardware failures and replace non-functional components
- Managed mobile device fleets, tracking deployments, faults and acceptance of units to prevent property loss
- Tested and installed, on desktops and laptops for corporate staff and Managed data transfers between systems and different storage mediums
- Identify the causes of networking problems, using diagnostic testing software and equipment
- Deploy, configure and upgrade network software, such as enterprise antivirus or diagnostics programs
- Implement and maintain emergency backup and restore systems for mission-critical networks.
Customer Service Representative
Nettalk
Ahmedabad, India
06.2016 - 09.2018
- Maintaining customers satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls prompt to avoid on-hold wait times, Answered constant flow of customer calls with minimal wait times
- Offering advice and assistance to customers, paying attention to special needs or wants
- Provide primary customer support to international customers
- Recommended products to customers, thoroughly explaining details
- Assisted customers with setting appointments, Special order requests, and arranging.
Education
Bachelor of Engineering - Computer Engineering
Gujarat Technological University
08.2018
Skills
- Complaint resolution
- Account updating
- Product Knowledge
- Inbound and Outbound Calling
- Information Security
- Paperwork Processing
- Data Collection
- Data Entry
- Call Management
- Microsoft Office expertise
- Team Development
- Network mapping
- Social Networking Security Operations
- Designing a website with java script
- PHP language
- HTML
- CSS
- Microsoft Windows Server
- Computer System Diagnostics Software
- Front-end development
- Hardware Evaluations
- Computer Diagnostics
- Software Evaluation Computer Diagnostics
- Microsoft Windows Server
- Power shell
- Active Directory
- Problem-solving abilities
- Documentation
- Multi-Task Management
- Business development understanding
- Active Listening
- Customer Relations
- Shipping and receiving understanding
- Project management abilities
- Technical Support
- Office equipment proficiency
Technical Stack
Windows domain OS, MAC OS systems, Virtualized Network Architectures, Network Devices & Components, & Types, Ethernet & Media Access Control, Virtual Local Area Networks (VLANs), Spanning-Tree Protocol, Internet Protocol, server,cloud
Certification
- Udemy Training - 2024
Languages
English
Full Professional
French
Native/ Bilingual
Accomplishments
- I was team member in Website Design project for Gujarat Technological University foreign student.
- The website was more helpfully for juniors international student to get in touch with seniors and know more about India culture and understand the system.
References
References available upon request.
Timeline
Customer Service Representative
Ryerson
04.2022 - 01.2024
IT Technician
President's Civil House
10.2018 - 01.2021
Customer Service Representative
Nettalk
06.2016 - 09.2018
Bachelor of Engineering - Computer Engineering
Gujarat Technological University
- Udemy Training - 2024
Similar Profiles
Rachel HortonRachel Horton
Inside Sales Representative at RyersonInside Sales Representative at Ryerson
Carlos ContrerasCarlos Contreras
MACHINE OPERATOR at RYERSONMACHINE OPERATOR at RYERSON
Bryan BarkerBryan Barker
Shift Leader at RyersonShift Leader at Ryerson