Open to opportunities

Derek NKURANGA

@dereknkuranga

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Customer Service Specialist blending technical support and sales to resolve issues fast.

Canada

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What I'm looking for

I’m looking for a full-time or part-time role with shift flexibility where I can deliver top-tier customer support, resolve technical and billing inquiries quickly, use Zendesk/Freshdesk/Salesforce, and help customers through de-escalation and accurate ticketing.

I’m a highly motivated and bilingual Customer Service Specialist with 6+ years of expertise across telecommunications, sales, technical support, and healthcare. As a primary point of contact for customer inquiries via phone and email, I deliver clear, empathetic communication and resolve questions efficiently while maintaining accuracy under pressure.

I’m proficient in de-escalation, active listening, and building lasting customer relationships, and I support billing inquiries, account changes, and service troubleshooting. I also manage ticketing and CRM updates using Zendesk, Freshdesk, and Salesforce, while proactively promoting products and services to help meet sales targets.

Experience

Work history, roles, and key accomplishments

Call Center Agent

Rogers Canada

Aug 2023 - Nov 2025 (2 years 3 months)

Served as a primary point of contact for customer inquiries via phone and email, providing clear and empathetic support. Updated customer details in CRM systems and managed ticketing for billing, account changes, and service troubleshooting.

Customer Service Phone Support Email Support CRM Ticket Management Zendesk Freshdesk Billing Troubleshooting Technical assistance Administrative Support

Customer Representative (Sales)

Foundever

Jan 2022 - Jun 2023 (1 year 5 months)

Resolved customer complaints and escalated cases to improve customer satisfaction and restore trust. Promoted products and services and recommended tailored solutions based on customer needs.

Customer Service Complaint Resolution Escalation Handling Customer Satisfaction Product Promotion Sales Support

Call Center Agent

CCI Rwanda

Mar 2021 - Nov 2021 (8 months)

Provided customer support including digital communication and customer experience management, handling inquiries with attention to detail and professionalism. Resolved financial issues while following compliance and policy requirements, using ticketing/CRM tools to manage and escalate problems.