Open to opportunities

Lisa Urusaro

@lisaurusaro

Message

I improve customer support quality, resolution rates, and service experiences.

Rwanda

Message

What I'm looking for

I'm looking for a customer support or quality assurance role where I can improve service quality, coach teams, use data to solve recurring issues, and deliver empathetic customer experiences.

I've delivered bilingual English and French customer support for TalentPop, including Moose Knuckles, achieving a 90% first-contact resolution rate and sustaining 95–98% CSAT during a five-month seasonal contract.

I handle order inquiries, returns, exchanges, and complaints across chat, email, and phone, using Zendesk, Teamwork, Shopify, and Gorgias to maintain accurate records and complete escalations. I can manage standard daily ticket volumes and scale to 200 tickets per week during peak periods.

At C.C.I, I reduced average handling time by 12%, lowered ticket defect rates by 30%, and improved CSAT by 15% through root-cause analysis, targeted coaching, optimized procedures, and standardized QA scorecards.

I've also built Excel and Power BI dashboards for KPI tracking and quality trends, while bringing empathy, accountability, and practical problem-solving to every customer interaction.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Service Specialist

Current

TalentPop

Aug 2025 - Present (1 year 1 month)

Provided bilingual customer service support for Moose Knuckles, achieving a 90% first-contact resolution rate and maintaining 95-98% CSAT scores. Managed 10-20 daily tickets, scaling to 200 per week during peak season.

Zendesk Power BI Excel Shopify Gorgias Teamwork Customer Service First Contact Resolutions CSAT Ticket Management Order Processing Returns Complaints Cross Functional Collaboration

QUALITY ANALYST

CCI GLOBAL

May 2024 - Jul 2025 (1 year 2 months)

- Cut average handling time by 12% and ticket defect rate by 30% by finding workflow bottlenecks and rolling out corrected procedures across the support team.
- Lifted CSAT by 15% by diagnosing repeat service failures and coaching agents on resolution technique.
- Built Excel and Power BI dashboards tracking agent performance for senior leadership.

Customer Care Representative

CCI GLOBAL

Oct 2023 - May 2024 (7 months)

• Handled a high volume of inbound and outbound calls daily with a consistent focus on first-call resolution.
• Resolved complaints end-to-end with timely, on-point solutions that reduced escalations and protected satisfaction scores.
• Processed customer orders accurately using computerised tracking systems.

Customer Care Representative

ISON BPO

May 2022 - Sep 2023 (1 year 4 months)

• Managed 100+ customer calls per day using CRM systems for tracking, troubleshooting and information gathering.
• Increased sales by 10% by identifying upsell opportunities during calls and matching solutions to customer needs.
• Improved satisfaction scores by resolving concerns in real time and reducing repeat contacts.