Mfurankase Kevin Murayire
Granger
Summary
Dynamic customer support professional with a proven track record at Funderpro, achieving a 95% customer satisfaction rate. Skilled in live chat and email support, adept at conflict resolution and data privacy compliance. Recognized for enhancing customer experience through efficient multitasking and effective use of CRM systems like Zendesk,Freshdesk etc...
Overview
4
4
years of professional experience
Work History
Customer Support Agent – Email & Chat
Funderpro
12.2023 - Current
- Respond to an average of 100+ customer emails and chat inquiries daily.
- Resolved technical and billing issues with a 95% customer satisfaction rate.
- Used Zendesk and Freshdesk to manage tickets and escalate cases appropriately.
- Maintained high accuracy in following company policy and handling confidential data.
Customer Service Representative
Global HelpDesk Co.
06.2021 - 12.2022
- Provided chat-based support for e-commerce clients, assisting with orders, returns, and account issues.
- Monitored multiple chat windows simultaneously while maintaining response quality.
- Recognized for reducing customer wait times by 20% through efficient multitasking.
- Maintained compliance with data privacy standards (e.g., GDPR).
Education
Bachelor of Science - Communications
University of Kigali
Kigali, Rwanda05-2018
Skills
- Live Chat & Email Support
- CRM Systems (Zendesk, intercom , HubSpot)
- Conflict Resolution
- Data Privacy & Confidentiality
- Customer Satisfaction
- Remote Communication Tools (Slack, Zoom, Teams)
Languages
English
Native or Bilingual
French
Native or Bilingual
kinyarwanda
Native or Bilingual
Swahili
Limited Working
Timeline
Customer Support Agent – Email & Chat
Funderpro
12.2023 - Current
Customer Service Representative
Global HelpDesk Co.
06.2021 - 12.2022
Bachelor of Science - Communications
University of Kigali
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