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$30 USD / time
UGANDAs flagg
kampala, uganda
$30 USD / time
Det er for øyeblikket 11:22 a.m. her
Ble med mai 3, 2021
0 Anbefalinger

Ruth B.

@shineeverkb9

5,0 (1 omtale)
3,7
3,7
100%
100%
$30 USD / time
UGANDAs flagg
kampala, uganda
$30 USD / time
100 %
Jobber fullført
100 %
Innenfor budsjett
100 %
I tide
N/A
Gjenansettelsesrate

Customer Support| Project Manager| KB Articles

Hi there, Thank you for viewing my profile! Ruth B. is a Telecommunications Engineer with a flair for Customer Service. Make me your go-to person if you are looking for effectiveness and efficiency. I have extensive knowledge of the most widespread practices and elements practised in Customer Service, and here is part of what I can do for you: - Customer Experience Research & Process Improvement - Workforce planning and Management - Team Management & KPI Metrics - Quality Assurance and Control - Mystery Shopping and Benchmarking - Customer Service Management (Customer Support, Customer Experience, Customer Retention), both as an advisor/agent and at management level. - Write FAQs and easy to understand how-to guides for your product(s), as well as Knowledge Base articles for your helpdesk. I am a trained Customer Service Advisor, with specialized training in handling high-stake interactions and a Certificate in Crucial Conversations. With close to a decade worth of experience in professional Customer Service, I have developed into a passionate and seasoned Customer Service resource. I have a fantastic ability to streamline office processes (I even surprise myself sometimes :) ). Let's connect!

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5,0
$725,00 USD
Ruth is an absolute super star! She work relentlessly on our project from start to finish. I would highly recommend Ruth for any of your future projects. She is smart, hard working and very professional.
Customer Support
English (UK) Translator
English (US) Translator
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F
s flagg Henrik N.
@FTF123
3 år siden

Erfaring

Service Assurance Centre Engineer

MTN Uganda
okt. 2017 - jul. 2019 (1 år, 9 måneder)
- Maintaining the accuracy of data to the agreed standards in key databases owned and managed by Engineering Operations. - Monitoring and maintaining technical equipment and systems to the required safety and technical standards with minimum disruption to operational activities. - Being the first point of contact and assisting in providing first-level support (both on phone and email) on technical issues.

Technical Support Engineer - VAS/IN-NOC

MTN Uganda
mai 2013 - sep. 2017 (4 år, 4 måneder)
- Performance monitoring, reporting and dimensioning of VAS/IN platforms. - Ensuring the VAS-NOC Service desk is well manned and all calls and emails are promptly responded to. - Performing initial support and troubleshooting activities for all customer complaints escalated by customer service and other departments. - Coordinating Vendors and High-Level Support teams during problem management and resolution.

Call Center Knowledge Manager

MTN Uganda
okt. 2012 - apr. 2013 (6 måneder, 1 dag)
- Creating and updating Knowledge Base articles as and when there are process changes and new product launches. - Reviewing and modifying the published KB articles and documented processes in the existing Knowledge Base to match the knowledge transition, process and product updates. - Publishing new Knowledge Base articles which do not have any related documentation available based on the actual calls being handled by the agents daily.

Utdanning

Bachelor of Engineering in Telecommunications Engineering

Kyambogo University, Uganda 2010 - 2014
(4 år)

Kvalifikasjoner

ITIL Foundation

MTN Academy
2016
ITIL Foundation and Service Life Cycle

Kontakte Ruth B. angående jobben din

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uk_english1.png UK English 1 75%
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