Open to opportunities

Gatera Rugema Miguel

@gaterarugemamiguel

I resolve high-volume bilingual customer, billing, and technical support inquiries across phone, email, chat, and Zendesk.

Canada

Message

What I'm looking for

I'm looking to apply my bilingual customer support, structured triage, and clear communication skills in a dealership-facing support role.

I've supported customers at Apple Store Support, resolving 50+ daily account, billing, and technical inquiries across phone, email, and live chat while maintaining satisfaction above team targets. I document troubleshooting thoroughly, protect personal and payment information, and reduce escalations through strong first-contact resolution.

Previously, I managed 80+ contacts per shift at Blue Ocean Contact Centers and provided bilingual English/French support at Foundever. I bring structured Zendesk triage, SLA-focused case management, clear de-escalation, and remote collaboration experience backed by a Bachelor of Business Administration from Concordia University.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Apple Store Support

Mar 2024 - Apr 2026 (2 years 1 month)

Served as primary contact for customers on account, billing, and technical issues across phone, email, and live chat, resolving 50+ inquiries daily while maintaining satisfaction scores above team targets. Documented interactions and troubleshooting steps accurately in CRM and ticketing systems to ensure audit-ready records and streamlined handoffs.