Open to opportunities

Nkurunziza Ellis Nino

@nkurunzizaellisnino

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Bilingual customer service specialist delivering efficient technical support and high customer satisfaction.

Canada

Message

What I'm looking for

I seek a customer-facing role where I can combine technical troubleshooting, CRM/contact-center tools, and bilingual communication to improve satisfaction and retention.

I am a bilingual customer service representative with 3+ years in e-commerce and telecommunications, skilled at managing high-volume inquiries, orders, and technical troubleshooting while maintaining professionalism under pressure.

At Concentrix I implemented voice-biometrics and optimized CRM and contact-center tools, improving customer satisfaction and reducing handling times; I processed up to 300 orders daily with a 98% accuracy rate.

Previously I drove sales and retention at Teksavvy and MSI, troubleshooting services, promoting plans, and collaborating cross-functionally to reduce complaints and boost sign-ups and retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Concentrix

Aug 2021 - Present (4 years 5 months)

Delivered high-volume customer service for retail and e-commerce, processed up to 300 orders daily with 98% accuracy, and led improvements that increased customer satisfaction by 15%.

Salesforce NICE InContact Omilia (Voice Biometrics)order fulfillment Live Chat CRM Troubleshooting

Tech Support Sales Agent

Teksavvy Corp

Jun 2019 - Jul 2021 (2 years 1 month)

Promoted internet and TV plans, grew sign-ups 25% and digital TV subscriptions 15%, and provided technical troubleshooting that improved customer retention by 10%.

Technical Troubleshooting Consultative Sales Customer Retention VoIP Sales Reporting

Sales Agent (Outbound)

MSI Corporation

Apr 2017 - Jun 2019 (2 years 2 months)

Re-engaged former customers and promoted telecom products, achieving 5% reactivation and improving client retention by 8% while managing high-volume VCC-based inbound/outbound calls.

Outbound Sales Technical Support Lead Generation Client Relationship Management Call Center Operations

Education

Degrees, certifications, and relevant coursework

University of Ottawa

Bachelor of Arts, Communication and Political Science

2020 - 2024

Completed a Bachelor of Arts in Communication and Political Science, focusing on communication and political studies with coursework completed between 2020 and 2024.