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Joshua MUCYO

@joshuamucyo

Customer Service Agent at CCI Rwanda who supported Shutterfly and Instacart customers.

At CCI Rwanda, I supported Shutterfly and Instacart customers with account, order, and service-related inquiries by phone, email, and chat.

I investigated issues using internal knowledge resources and CRM systems, documented customer interactions, and followed company policies and quality standards.

I was awarded Best Performer twice and maintained an average KPI score of 95% across Average Handle Time, Quality Assurance, and attendance.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

CCI Rwanda

Feb 2025 - Sep 2026 (1 year 7 months)

Provided customer support for Shutterfly and Instacart via phone, email, and chat. Resolved inquiries efficiently, maintained high KPI scores, and was awarded Best Performer twice.

Customer Support Email and Chat Support Zendesk CRM Systems Active Listening Quality Assurance Compliance Problem Solving