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Tuyishimire yoramu

@tuyishimireyoramu

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Customer Care Agent at iSON BPO Rwanda supporting MTN Rwanda customers and resolving service issues.

Rwanda

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At iSON BPO Rwanda, I support MTN Rwanda customers through inbound call center services. I respond to inquiries and complaints, troubleshoot service issues, and escalate complex cases for follow-up.

As an IT Help Desk Officer at iSON BPO Rwanda, I provided end-user support for hardware, software, and network issues. I also managed incoming requests through a ticketing system and tracked them to resolution.

At Rwanda Biomedical Center, I worked as an IT Support Technician (Intern), assisting staff with technical issues, hardware maintenance, and software troubleshooting. I’m currently pursuing a Bachelor's in Information Technology at AUCA, with training in Python and Java programming.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Agent / Call Center Agent

Current

iSON BPO Rwanda Ltd

Jan 2023 - Present (3 years 8 months)

Provided professional customer care and support to MTN Rwanda customers through inbound call center services, handling inquiries, complaints, and service requests. Escalated complex issues and maintained accurate records while meeting performance standards.

Customer Service Call Center Support Complaint Resolution Communication Skills Active Listening Empathy Self Control Troubleshooting Escalation Management Data Protection Teamwork

IT Help Desk Officer

iSON BPO Rwanda Ltd

Provided technical support to end-users on hardware, software, and network issues, managed ticketing system, and performed installations and configurations. Created technical documentation and collaborated with IT teams to resolve complex issues.

IT Helpdesk Technical Support Hardware Software Networking Ticketing Systems Troubleshooting User Accounts Documentation Collaboration

Customer Care Agent

Star Times

Managed customer queries and complaints across multiple channels, processed sales and account modifications, and escalated issues as needed. Analyzed customer feedback to identify service improvement opportunities.

Customer Service Complaint Resolution Communication Skills Sales processing Account Management Escalation Management Customer Feedback Analysis Database Management

IT Support Technician (Intern)

Rwanda Biomedical Center (RBC)

Provided technical support to RBC staff, troubleshooting hardware, software, and network issues, and performed hardware repairs and maintenance. Assisted with password recovery, system updates, and developed training materials.

Technical Support Hardware Repair Software Troubleshooting Network Troubleshooting Printer Configurations Password Recovery system updates Training Materials

Education

Degrees, certifications, and relevant coursework

Adventist University of Central Africa

Bachelor's, Information Technology

Currently pursuing a Bachelor's degree in Information Technology, with coursework in computer networking, programming, routing and switching, electronic devices, Java programming, and Linux administration.