Open to opportunities

Umubyeyi Joyeuse

@umubyeyijoyeuse

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Customer Support Specialist with 2+ years resolving account and payment issues across multi-channel teams.

Rwanda

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What I'm looking for

I’m seeking remote Customer Support, Operations Support, or Virtual Assistant roles where I can resolve account and payment issues, coordinate workflows, document cases in CRM, and grow in a fast-paced, customer-first environment.

I’m a Customer Support Specialist with 2+ years of experience handling high-volume, multi-channel customer support for international clients. I focus on professional written and verbal communication to resolve complex issues quickly while maintaining high customer satisfaction.

In my roles, I’ve handled phone, live chat, and social media inquiries daily, resolving account access, identity verification, and payment problems. I support multi-jurisdiction operations by following compliance with company policies and regional requirements, and I document every interaction in CRM and ticketing systems.

I’m also comfortable coordinating workflows and collaborating cross-functionally—assisting with escalations, supporting shift coverage, and improving response efficiency. I’m now seeking remote Customer Support, Operations Support, or Virtual Assistant opportunities that help me grow in a fast-paced environment.

Experience

Work history, roles, and key accomplishments

Social Media Support Agent

PawaTech

Apr 2025 - Sep 2025 (5 months)

Managed 40–60 written customer inquiries per shift on Instagram, Facebook, and X for international customers. Resolved most inquiries on first response, maintained brand voice, documented all interactions, and collaborated with internal teams to reduce recurring issues.

Customer Support Social Media Support Instagram Facebook First Response Case Documentation Brand Voice Professional communication

Customer Support Agent

PawaTech

Nov 2023 - Apr 2025 (1 year 5 months)

Handled 45–70+ inbound and outbound customer interactions per day via phone and live chat for a single jurisdiction. Resolved account access, identity verification, and payment transaction inquiries, maintained SLA response times, documented cases in CRM/ticketing systems, and escalated complex issues appropriately.

Customer Support Phone Support Live Chat Case Documentation Ticketing Systems Account Access Identity Verification SLA Management Escalation Management Professional communication Conflict Resolution

Intern

Kigali Public Library

Dec 2021 - Apr 2022 (4 months)

Assisted 30–50 visitors daily by providing directions, information, and general support. Supported cataloging and inventory management, coordinated community programs for 20+ participants, and maintained orderly and safe public spaces.

Customer Support Public Engagement Administrative Support Inventory Management Organization Community Program Coordination

Customer Support Specialist

PawaTech

Handled 50–80+ customer interactions daily via phone, live chat, and social media, resolving issues related to accounts, verification, and payments. Documented interactions in CRM and escalated cases, while supporting multi-jurisdiction compliance and shift coordination.