Experience

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  Otf group

  Jan 2007 - Jan 2008

  Data collector & entry clerk

  On The Frontier Group, on behalf of the Rwandan Private Sector Federation and the Rwanda Investment and Export Promotion Agency, collected and evaluated data sets from local private companies (5-250 employees); generated a thorough report essential in securing a $100K award prize. As Data Entry Clerk, I:⚫Prepared 10+ private companies’ data; compiled insights and submitted high-quality data into the Pioneer of Prosperity award program’s research database

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  Rwandatel s.a.

  Jan 2008 - Jan 2013

  Customer service representative (telecom)

  RWANDATEL S.A. was the first 3G connectivity and fixed-line operator in Rwanda. LIQUID Telecom, part of a Pan-African technology group offering high-speed connectivity, data centers, and digital services across 20+ countries, mainly in sub-Saharan Africa, acquired it after liquidation. As Customer Service Representative, I:⚫Collaborated with cross-functional teams to prioritize and resolve complex cases promptly and professionally, achieving a 60% reduction in resolution time⚫Employed strategic marketing tactics by utilizing in-depth knowledge of product features and customer needs to recommend suitable plans, resulting in a 70% increase in plan adoption rates⚫Optimized reporting by performing data pulls from the Network Operation database, resulting in a 50% reduction in a manual effort Show less

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  Liquid telecom rwanda limited

  Jan 2013 - Jan 2018

  Customer service representative (telecom)

  LIQUID Telecom, part of a pan-African technology group, offered high-speed connectivity, data centers, and digital services across 20+ countries, mainly in sub-Saharan Africa. As Customer Service Representative, I:⚫Collaborated with cross-functional teams to prioritize and resolve complex cases promptly and professionally, achieving a 60% reduction in resolution time⚫Employed strategic marketing tactics by utilizing in-depth knowledge of product features and customer needs to recommend suitable plans, resulting in a 70% increase in plan adoption rates⚫Optimized reporting by performing data pulls from the Network Operation database, resulting in a 50% reduction in manual efforts Show less

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  Signtech paperless solutions

  Jan 2017 - Jan 2023

  Independent sales representative | it consultant

  SignTech Paperless Solutions spearheaded the digital transformation of companies in Rwanda by eliminating paper-based processes, reducing administrative workload , and increasing employee productivity in the first month. As Independent Sales Representative, I:⚫Implemented cloud-based software that digitized documents, e-signatures, and workflows; reduced document turnaround time by 80% and eliminated document loss and errors⚫Leveraged customer insights and market research to deliver customized solutions, resulting in a 70% increase in new business opportunities⚫Collaborated with cross-functional teams to develop and deliver customized solutions that met unique client needs and demands; secured four-year engagement with a local ISP by achieving 95% customer satisfaction rate Show less

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  Guild

  Jan 2017 - Jan 2022

  System implementation & it consultant | founder

  Over a decade of expertise in the telecommunications industry, I have realized that there are areas for improvement in deploying new technology. This situation is primarily due to a need for an adequate evaluation of the benefits and usability of the technology before implementation, which often results in more problems than solutions. Despite the advanced nature of the technology, user experience considerations should have been addressed, leading to the solution's ineffectiveness.Upon recognizing an opportunity to address system implementation and information technology challenges, I founded Guild Ltd. The name "Guild" refers to a corporation of jobs in the Middle Ages, but in this context, it represents a guild of digital tasks. Guild's primary objective is to support all businesses, while navigating the digital revolution, improving their productivity with available digital tools (open source or licensed). We provide advice, support, and services to enhance organizations' use of information technology. Our tagline, "Innovation Delivered," underscores our commitment to delivering innovative solutions to our clients. With Guild Ltd., I:⚫Advised small companies on platform optimization, leveraging NO-CODE tools to develop customized mobile apps that drove sales growth and increased customer engagement by 50%⚫Automated internal processes for clients using ZAPIER and MAKE (formerly INTEGROMAT), reducing task completion time by 60% and enabling low-budget businesses to streamline operations⚫Collaborated with 3 partners in delivering no-code workshops to 5+ small-medium businesses, enabling rapid prototyping and deployment of apps, saving 100+ hours in development time⚫Optimized Agricultural Decision-Making by achieving 100% Uptime in Davis WeatherLink Console Configuration, Farmer App Testing, and Weather Data Analysis Accuracy for Sugar Factory Operations Show less

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  Lime

  Dec 2018 - Feb 2019

  Freelance customer support representative

  Lime Bike implemented a dockless bike-sharing platform across 150+ cities globally for On-demand bicycle and electric scooter rentals. As a remote freelance Customer Support Representative for Lime Bike, I:⚫Delivered exceptional customer service by providing technical support to French and Spanish-speaking clients via email, phone, and chat; maintained a 90% resolution rate and reduced average resolution time by 20%

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  Q-lana inc

  Jan 2019 - Jan 2022

  Q-Lana Inc. introduced a cloud-based credit management system to 10+ financial institutions across 5+ countries, boosting lending processes and increasing loan approvals by 40% in the first 3 months. As a System Implementation & Training Specialist, I:⚫Spearheaded a cross-functional team of 12+ to improve Q-Lana's platform usability, increasing user satisfaction by 25% and saving 20 hours per week in user support inquiries⚫Examined user feedback data to identify training gaps, leading to the development of tailored training materials, resulting in a 50% increase in feature adoption among previously low-performing users⚫Developed and facilitated virtual and in-person training sessions for 100+ users, leading to an average increase of 25% in credit approvals for financial institutions⚫Organized and led platform training sessions for groups of 10-20 users per week, in-person and online, to develop their proficiency⚫Provided one-on-one post-implementation support to 50-75 users through updates or changes to previous processes, which resulted in their adoption of new features⚫Identified pain points in content production, then customized Confluence templates and guidelines to streamline processes and improve efficiency by 60% Show less Q-Lana Inc. introduced a cloud-based credit management system to 10+ financial institutions across 5+ countries, boosting lending processes and increasing loan approvals by 40% in the first 3 months. As a System Implementation & Training Specialist | Consultant, I:⚫Spearheaded a cross-functional team of 12+ in 4 locations (Rwanda, India, Kenya, and USA) to improve Q-Lana's platform usability, increasing user satisfaction by 25% and saving 20 hours per week in user support inquiries⚫Examined user feedback data to identify training gaps, leading to the development of tailored training materials, resulting in a 50% increase in feature adoption among previously low-performing users⚫Developed and facilitated virtual and in-person training sessions for 100+ users, leading to an average increase of 25% in credit approvals for financial institutions⚫Organized and led platform training sessions for groups of 10-20 users per week, in-person and online, to develop their proficiency⚫Provided one-on-one post-implementation support to 50-75 users through updates or changes to previous processes, which resulted in their adoption of new features⚫Identified pain points in content production, then customized Confluence templates and guidelines to streamline processes and improve efficiency by 60% Show less

  • System Implementation & Training Specialist

    Jan 2021 - Jan 2022

  • System Implementation & Training Specialist | Consultant

    Jan 2019 - Jan 2021
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  Pit vidura

  Aug 2021 - now

  Executive cross-cultural strategist | advisory board member

  Pit-Vidura develops safe and affordable waste collection solutions across 5+ last-mile urban areas in East Africa. As member of the Advisory Board, my contribution to the success of Pit Vidura's mission involves:⚫ Advising the board on critical cross-cultural issues and provided recommendations on navigating East Africa's cultural differences, leading to an increase in successful cross-cultural collaboration and communication by 50%

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  Alight

  Dec 2023 - now

  ⚫Empower refugees by providing high-touch, person-centered support tailored to their unique career development goals.⚫Facilitate education, training, and employment opportunities through personalized career planning and guidance.⚫Build strong partnerships with educational institutions, employers, and community organizations to create pathways for success.⚫Coordinate outreach efforts to engage and enroll eligible participants while promoting program resources and opportunities.⚫Coach individuals on job readiness, including resume building, interview preparation, and navigating U.S. workplace culture. Show less ⚫Spearheaded the development of tools and resources to integrate co-creation practices into Alight's operations, ensuring accessibility for the needs of various regions and displaced communities.⚫Facilitated workshops and training sessions, equipping Alight teams with co-creation tools and methodologies to foster innovation and collaboration.⚫Collaborated with internal stakeholders to identify opportunities for co-creation and tailored strategies to address displaced communities' needs. Show less

  • Career Pathways Coordinator | U.S. Enterprise

    Dec 2024 - now

  • Private Sponsorship Specialist | Welcome Corps & U4U Programs

    Jun 2023 - Dec 2024

  • Workshop Facilitator | Strategy Co-Creation Workshop

    Dec 2023 - Jun 2024