Open to opportunities

Sumaya Umulisa

@sumayaumulisa

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Customer Service Representative delivering exceptional support and resolving issues for international customers.

Rwanda

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What I'm looking for

I’m looking for a customer-focused role where I can resolve issues quickly, support international customers through phone/email/chat, and use CRM and airline/billing tools to drive high satisfaction and accurate documentation.

I’m a Customer Service Representative with over five years of combined customer service and sales experience, supporting international customers in both remote and on-site environments. I focus on delivering exceptional customer experiences through clear communication, calm problem-solving, and reliable follow-through.

In my recent roles, I supported customers with billing, account management, plan changes, and technical support, while maintaining high satisfaction levels and documenting interactions in Sibelius CRM. I also handled reservations, flight changes, cancellations, and travel inquiries, using Sabre and airline tools like JetBlue Internal Operations Dashboard and BlueBook to resolve issues in line with airline policies.

I complement customer service with strong sales and administrative experience—from assisting customers with spare parts selection and processing transactions to handling delivery updates and order support. I bring organized communication using tools like Cisco Finesse, Slack, Microsoft Outlook, and Google Workspace, along with a commitment to accurate records and effective teamwork.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Rogers & Fido

Jun 2024 - Nov 2025 (1 year 5 months)

Assisted customers with billing, account management, plan changes, and technical support while maintaining high customer satisfaction. Documented interactions in Sibelius CRM and handled inbound calls using Cisco Finesse.

Customer Service Complaint Resolution Call Handling Active Listening Problem Solving Siebel CRM Cisco Finesse

Customer Service Representative

Jetblue

May 2023 - Jun 2024 (1 year 1 month)

Assisted customers with reservations, flight changes, cancellations, and travel inquiries in accordance with airline policies. Managed bookings using Sabre and resolved issues using internal tools while maintaining accurate customer records.

Customer Service Complaint Resolution Problem Solving Sabre

Outbound Customer Support Representative

Invisible Technologies / Doordash

Jan 2022 - Apr 2023 (1 year 3 months)

Contacted customers regarding delivery issues and order updates, resolving concerns professionally. Collaborated with teams using Slack and communicated daily via Microsoft Outlook and Google Workspace while maintaining accurate documentation.

Customer Service Complaint Resolution Problem Solving Slack Outlook Google Workspace Data Entry Teamwork

Salesperson

One Spare Parts

Sep 2020 - Dec 2021 (1 year 3 months)

Assisted customers in selecting suitable spare parts and processed sales transactions accurately. Resolved customer inquiries, maintained inventory records, and supported day-to-day operations while working toward sales targets.

Customer Service Problem Solving Time Management Teamwork Data Entry Microsoft Office

Salesperson

Rehoboth Ltd

Jun 2019 - Aug 2019 (2 months)

Assisted customers with product selection and processed payments accurately. Maintained store presentation, replenished stock, and supported daily operations.

Customer Service Time Management Teamwork Microsoft Office

Customer Service Intern

Akagera Business Group

Nov 2017 - Jan 2018 (2 months)

Assisted customers with inquiries and supported administrative and data entry tasks. Maintained customer records and assisted team members with daily operations.

Customer Service Data Entry Teamwork Time Management