Irakoze Alida Leilla
FI-01700 VANTAA
Summary
Dynamic professional with experience at MTN, excelling in customer relations and conflict resolution. Proven ability to enhance satisfaction through effective communication and problem-solving. Skilled in data collection and Microsoft Outlook, I thrive in fast-paced environments, consistently achieving performance targets while maintaining a focus on customer needs and fostering positive interaction with the clients.
As a teacher assistant trainee, I acquired an experience with educational support, fostering positive student interactions and aiding in lesson delivery. Utilizes effective communication to facilitate learning and support classroom management. Knowledge of instructional methodologies and student engagement strategies.
Overview
15
15
years of professional experience
Work History
Assistant Teacher Trainee
Aurinkokivi High School and Pilke Hohto Daycare
04.2023 - 09.2024
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised playtime, lunch and daily student intake and dismissal.
- Facilitated small group learning sessions, providing personalized attention to students struggling with course material.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Completed daily reports, meal count sheets, and attendance logs.
ICT Technician Trainee
Rwanda Biomedical Center (RBC)
01.2015 - 04.2015
- Facilitated end-user training sessions on software applications, increasing employee productivity with new tools and technologies.
- Conducted regular maintenance on computer systems, ensuring optimal operation and minimizing downtime.
- I carried out a survey on technical problems RBC employees met in their daily work, analyzed them and provided solutions to those problems based on the analysis report I made, I configured wireless routers and access points and adding a router to an existing wireless access points, Manipulation of data in MS excel and data entry.
- Manipulation and management of data in Pivot table (trained by RBC data manager), Adding, deleting and modifying contents of RBC website (trained by RBC web master).
Call Center Agent / Customer Care Consultant
MTN
03.2010 - 10.2013
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Further Vocational Qualification in Education
OMNIA Vocational School
Espoo-Finland11-2024
Associate of Applied Science - Career Boost Program
Metropolia University
Helsinki-Finland07-2023
Masters in Business Administration, PM
Mount Kenya University
Kigali-Rwanda12-2018
Bachelor of Science - Business And ICT
Mount Kenya University
Kigali-Rwanda12-2014
Skills
- Oral communication
- Conflict resolution
- Attention to detail
- Multitasking
- Problem-solving
- Microsoft outlook
- Customer relations
- Data collection
- Customer relationship management (CRM)
- Customer service
- Active listening
- Flexibility and adaptability
- Behavior management
Languages
English
Advanced (C1)
French
Intermediate (B1)
Finnish
Elementary (A2)
Timeline
Assistant Teacher Trainee
Aurinkokivi High School and Pilke Hohto Daycare
04.2023 - 09.2024
ICT Technician Trainee
Rwanda Biomedical Center (RBC)
01.2015 - 04.2015
Call Center Agent / Customer Care Consultant
MTN
03.2010 - 10.2013
Further Vocational Qualification in Education
OMNIA Vocational School
Associate of Applied Science - Career Boost Program
Metropolia University
Masters in Business Administration, PM
Mount Kenya University
Bachelor of Science - Business And ICT
Mount Kenya University
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