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Vanessa Mugaragumbo

Over 5 years of experience in customer-facing environments. Passionate about customer service, constantly exceeding customer expectations

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Intro
Cyprus
Studied Inbound Sales at HubSpot Academy
Studied Project Management at Oxford Home Study Centre
Studied Inbound Marketing at HubSpot Academy
Joined May 18, 2021

Skills

Languages

English
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Native or Bilingual
About
I have over 5 years of experience in customer-facing environments. Being passionate about customer service, I have consistently exceeded customer expectations. Delivered excellent customer service that resulted in a 43% reduction in customer complaints By implementing a streamlined routine for handling chats and support tickets, we were able to reduce customer waiting times by 26%. When I am not working in customer service, I enjoy participating in church activities and helping organize outreach programs for PCM. You are welcome to contact me if you would like to learn more about me. I am looking forward to hearing from you. Skills: Customer service, customer engagement, Microsoft Office, Microsoft Excel, Freshdesk, Zendesk, Salesforce, and communication.
Experience
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QQTube
Jul 2022 – Sep 2022
Remote
Customer Success Specialist
-Promptly handle an average of 80 customer inquiries and complaints on a daily basis, with a 95% customer satisfaction rate. - Maintain a high-volume workload within a fast-paced environment - Meet performance benchmarks in speed and accuracy -Communicated with clients through live chat and Support ticket system. -Maintained up-to-date customer records in HubSpot CRM, while interacting with customers through Freshdesk
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RocApply
May 2017 – Nov 2021
Remote
Customer Support Manager
-Handled and organized special events for clients - Addressed clients' concerns and trained other customer service officers - Spearheaded CS projects -Quickly triaged incoming chats and calls, escalated calls or chats when necessary, reducing the average resolution time by 17% -Grew customer accounts by 25% exceptional customer service and sales skills - Learned ways to enhance customer satisfaction and improve productivity -Building long-lasting relationships with customers -Worked with different teams to mainstream a seamless onboarding protocol -Handle inbound calls from prospective clients and convert them into paying customers
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RocAppy
May 2017 – Nov 2021
Remote
Customer Support Manager
-Handled and organized special events for clients - Addressed clients' concerns and trained other customer service officers - Spearheaded CS projects -Quickly triaged incoming chats and calls, escalated calls or chats when necessary, reducing the average resolution time by 17% -Grew customer accounts by 25% exceptional customer service and sales skills - Learned ways to enhance customer satisfaction and improve productivity -Building long-lasting relationships with customers -Worked with different teams to mainstream a seamless onboarding protocol -Handle inbound calls from prospective clients and convert them into paying customers
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RocApply
May 2015 – Nov 2017
Remote
Customer Support Representative
-Assisted in 50+ daily partnership acquisition calls that resulted in a 15% increase in customer portfolio -Used Microsoft Office to track customer experiences and communication -Handled and delivered projects within the deadline and triaged the project according to urgency and importance. -Onboarding new clients and leading onboarding sessions through zoom
Education
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HubSpot Academy
Oct 2022 – Nov 2022
Certification, Inbound Sales
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Oxford Home Study Centre
Oct 2022 – Nov 2022
Diploma , Project Management
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HubSpot Academy
Jun 2022 – Jul 2022
Certification, Inbound Marketing
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