Salesforce
ELIVE BECKY NANYONGO
RPCM AGENT (Performance Management)
Tallinn
Summary
5 years of experience with a proven track record in delivering exceptional customer experiences, I am a dedicated customer service professional skilled in resolving issues swiftly and enhancing customer satisfaction. Known for my empathetic approach, active listening skills, and ability to communicate complex solutions in simple terms, I’m excited to bring my expertise in customer engagement, problem-solving, and relationship-building to a new opportunity. My goal is to contribute to a positive brand experience and foster lasting customer loyalty.
Overview
11
11
years of professional experience
3
3
Languages
Work History
RPCM Agent (Configuration Management Specialist)
Ericsson
11.2022 - Current
- Emergency Support 24/7 Front Office 1st Line Support
- Performance reporting and statistics
- Answered multi-line phone system, routing calls, delivering messages to staff.
- Scheduled office meetings and client appointments for staff teams.
- Assisting coworkers and staff members with special tasks on daily basis.
Pre-troubleshooter
Ericsson
11.2020 - 11.2022
- Work in a team of highly skilled electronic troubleshooters on failed products to help them by performing assemble and dis-assemble radio units using electrical and pneumatic tools.
- Perform Air leakage Test (ALT) operations according to standardized work instructions and maintain production and quality standards.
- Handling thermal paste dispensing robot, ensure the conformity of products by performing basic quality auditing.
- Followed outlined specifications to implement assembly plans.
Customer Service Representative
Centro Sharjah Hotel
06.2016 - 05.2018
- Providing customer support.
- Check to ensure that appropriate changes were made to resolve customers problems.
- Contact customers to respond to inquiries or notify them of claim
- investigation results or any planned adjustments. Making menu recommendations.
Receptionist Administrator
HIBMAT
05.2015 - 01.2016
- Answer telephone calls and give information to callers, take messages, or transfer calls to appropriate individuals.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
Secretary to the General Manager
Kingston Financial Credit Union
04.2014 - 07.2015
- Perform general office duties such as ordering supplies maintaining records management database systems and performing basic bookkeeping work.
- Attend meetings to record minutes., answer phone calls and direct calls to appropriate parties or take messages. Greet visitors and determine whether they should be given access to specific individuals. Provide clerical support to other departments.
Education
Master of Arts - Communications Management
Tallinn University
Tallinn, Estonia 04.2001 -
Bachelor of Arts - Creativity And Business Innovation
Estonian Entrepreneurship University
Tallinn, Estonia 04.2001 -
Bachelor of Arts - Business Administration
Higher Institute of Business Management Technology
Buea 04.2001 -
Associate of Arts - Secretarial Studies
Intensive Vocational Training Centre
Buea 04.2001 -
High School Diploma -
Government High School Buea
Buea 09.2010 - 08.2012
Skills
- Critical Thinking
- Organizational Skills
- Polite communication skills
- Service support
- Relationship Building
- Stress Management
- Conflict Resolution
- Positive Attitude
- Customer Complaint Resolution
- Problem-solving skills
- Collaboration
- Multitasking Abilities
Software
Excel
Teams
Strongest qualities
- Emotional intelligence
- Loyalty
- Adaptability
- Empathy
- Integrity
- Confidence
- Determination
- Self-motivation
Timeline
RPCM Agent (Configuration Management Specialist)
Ericsson
11.2022 - Current
Pre-troubleshooter
Ericsson
11.2020 - 11.2022
Customer Service Representative
Centro Sharjah Hotel
06.2016 - 05.2018
Receptionist Administrator
HIBMAT
05.2015 - 01.2016
Secretary to the General Manager
Kingston Financial Credit Union
04.2014 - 07.2015
High School Diploma -
Government High School Buea
09.2010 - 08.2012
Master of Arts - Communications Management
Tallinn University
04.2001 -
Bachelor of Arts - Creativity And Business Innovation
Estonian Entrepreneurship University
04.2001 -
Bachelor of Arts - Business Administration
Higher Institute of Business Management Technology
04.2001 -
Associate of Arts - Secretarial Studies
Intensive Vocational Training Centre
04.2001 -
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