Atete Theodette, Supervisor, WEC Outsourcing

About

A dedicated professional holding a bachelor's degree in International relations with experience in product management, Event planning, and customer services. A problem-solver with exceptional skills in both verbal and written communication, completing assignments and contributing to team success by delivering quality and value work. Task-oriented, adapts quickly to new needs and policies with a strong background in cultivating positive relationships and exceeding goals.

Experience

WEC Outsourcing

Apr 2023 – Present

Kigali, Rwanda

Supervisor

● Monitor, Control and Manage Team’s productivity ● Employees’ Quality Check ● Event planning and coordinating ● Health Safety and Infrastructure management ● Attendance and Breaks Management ● Shifts’ Change Management ● Extra hours Management ● Working seats monitoring and control ● Checking CSAs feedbacks, their responses and do daily reports ● Provide induction to new CSAs and make sure their credentials are working ● Provide weekly trainings to all employees ● Manage the employees’ records

WEC (Worldwide E-learning Campus)

Sep 2022 – Mar 2023

Rwanda

Customer Support Services Team Lead

● Manage the day-to-day activities of the team ●Mentor and Coach new hires through trainings ● Report weekly CSAs’ attendances in the provided system ● Attend respective team meetings and conduct them when needed ● Work hand in hand with the administration to Create and oversee event budgets and agendas, guaranteeing that events are delivered on time and within budget ● Lead/Coordinate the company's bi-annual employees'retreats,Communicate directly with recreation facilities managers to arrange refreshements for the employees during parties

WEC (Worldwide E-learning Campus)

Sep 2020 – Sep 2022

Rwanda

Virtual Customer support Officer

• Monitoring over 10 consecutive online candidates per hour during their exams • Communicating with candidates in a timely and efficient manner via call/chat • Assisting candidates with troubleshooting difficulties during their sessions and escalating those issues to the concerned parties. • Responsible for compiling and generating reports as they relate to customer service surveys • Continuously evaluate and identify opportunities to drive process improvements that positively impact customers’ experiences • Use automated information systems to analyze the customer’s situation • Ensuring good testing experience while upholding policies

Poor Women Development Network

Nov 2016 – Sep 2020

Rwanda

Operations Assistant

• Ensuring meetings are effectively organized and minuted. • reviewing and updating documents such as Organization Records • Preparing and managing over 20 beneficiaries’ trainings • Conducting monthly visits to beneficiaries and reporting the progress

Education

Kigali Independent University

Sep 2017 – May 2021

Bachelor's degree, International relations

Atete Theodette

Supervisor, WEC Outsourcing

Skills

Languages