Iris Mbayahaga

I am a bilingual customer service professional with over eight years of experience delivering empathetic, accurate support in English and French. I consistently achieve high-quality scores and strong CSAT results while managing high daily inquiry volumes across phone, email, and chat.

I leverage CRM tools like Salesforce, Zendesk and LiveAgent to streamline ticket management, reduce escalations, and improve first-call resolution and ticket-turnaround efficiency. My background includes coordinating large-scale field operations, training staff, and maintaining rigorous accuracy in reporting and inventory.

I focus on measurable outcomes — boosting customer retention, reducing inquiry volume through translations, and exceeding KPIs — and I bring strong problem-solving, communication and organizational skills to roles that require high reliability and stakeholder collaboration.