Bill Gahirwa

Manage 30+ claimant calls per day in a fast-paced environment, providing empathetic, solution-focused support; de-escalate complex and emotionally charged situations to achieve positive outcomes; maintain detailed CRM documentation; monitor claim status and next steps; perform proactive follow-ups to drive timely resolutions and high customer satisfaction; translate policy updates into clear explanations to help customers make informed decisions.

Led a team of four students on event days; maintained inventory and replenished supplies; collaborated with the manager to address needs and ensure smooth operations; conducted research and analysis to support strategies for building positive internal and external stakeholder relationships; managed 30+ customer complaints daily, documenting them in CRM and following up to ensure satisfaction; generated trend reports for management.

Engaged customers with tailored communication; opened at least 20 conversations daily; provided connectivity solutions and memorable customer experiences; maximized sales through product knowledge, promotions, and rewards programs; processed payments with accuracy across multiple methods.