Gerard UWIMANA
About Candidate
Customer support and BPO professional with experience across frontline service, technical support, and team
coordination. Skilled in KPI monitoring, escalation handling, workflow support, and improving customer experience.
Adaptable and multilingual, suited for entry-level up to supervisory roles
Location
Education
I completed my studies in 2010. I studied Applied Chemistry in the Biochemistry Option. Having a background in Science grounded me into hard work,following a process and a protocole,minding of small details. This really prepared me to fit in any career and it was easy for me to adapt into the BPO jobs.
Work & Experience
• Coordinated operations, workflow planning, and QA support. • Assisted in performance tracking and resolving escalations.
• Led voice & nonnvoice teams and supported KPI monitoring. • Handled coaching, escalations, and onboarding.
• Provided technical and customer support for global clients. • Assisted with reporting, mentoring, and quality checks.
• Managed calls, chat, and email for telecom/fintech accounts. • Delivered accurate resolutions and maintained satisfaction scores.
