Florien M.

Experience

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  MTN Rwanda

  Jul 2012 - Nov 2014

  Promoted from Call Center to Service center, I was positioned upcountry; the position was both educative and facilitative since I was working on my bachelor's degree in parallel in Nyagatare at University of Rwanda.It was educative, where I found myself helping a community that viewed technology with little regard, but was successfull to apply my call center experience to provide a hands-on customer service.The work description although very similar to the call center position, had increased considerably and with all the tools at my disposal I was able to bring the service satisfaction rate to 90%. It was common to receive clients from the competition seeking support from our offices, where we mostly converted them to use our services instead. Show less My first job position offered me a client oriented perspective which fueled my entrepreneurial mindset to build services that cater for the client and value customer statisfaction.As a call center Operator, mu duties were to assist clients with different inquiries and provide product information, troubleshooting guidance, or escalate the inquiry to the proper department.I also learnt cross-selling of Value Added Services which boosts the organization's revenue, and always made sure to sell a service catered for the specific customer mindset and pocket friendly. Show less

  • Customer service consultant

    Jul 2012 - Nov 2014

  • Call Center Agent

    Jul 2012 - Nov 2014
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  EAST-Fit Center

  May 2015 - May 2016

  Founder

  Approximately a year after resigning from MTN to focus more on my academic activities, I found myself in a community of students seeking fitness and body building, and the town had no fitness center of any kind.I took the opportunity to create a small GYM to help the community achieve their fitness goals and introduce fitness to the general population of Nyagatare town.As the first attempt to create a business, I was fairly successful within the first 6 months, but then the market reality hit me and I started realizing that my initial market analysis was flawed and biased by my own entourage. I sold the equipment on my academics year completion and closed the business. Show less

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  UAP INSURANCE

  Jul 2016 - Mar 2017

  Insurance Agent

  From my first business failure, I had the taste for sales and I loved it. I then ventured into Insurance agency freelancing for UAP Rwanda.The job required to initiate customer contact, pitching insurance policies that fit the customer, be the liaison between the company and the client, i.e. follow-up on documentation and paperwork, as well as claims.This job taught me resilience, customer relations, and sales in general.

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  E-Touch Solutions Ltd

  Mar 2017 - Feb 2020

  Managing Director

  From my academic background in IT I always wanted to venture in IT related jobs, that's where the Electronic Touch (e-Touch) Solutions comes in.We dealt with hardware supply and installations through CCTV, HVAC, and AV. Beyond hardware, we developed software solutions for various clients.

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  Golden Tulip - La Palisse Hotel

  Apr 2017 - Feb 2018

  Fitness and Leisure Manager

  My Fitness business background led me to cross paths with CEO & Owner of La Palisse Hotels whom after an interesting long discussion decided I was a good fit to help him create fitness and leisure experiences for his customers.I went on developing and implementing the strategic and executional plan for Fitness and Leisure for his Hotels. This position taught me a great deal about marketing and media relations.

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  BODYMAX LTD

  Feb 2018 - Nov 2019

  Managing Director

  My work with BodyMax mainly revolved around organisational Structure, Operational management, client relations, and business development strategy. With a start-up spirit I ended up frequently doing physical training through Aerobic classes.

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  MOPAY Ltd

  Feb 2020 - Dec 2021

  • Chief Executive Officer

    Jul 2021 - Dec 2021

  • Administrator

    Feb 2020 - Jul 2021
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  Qonics Inc

  Feb 2022 - May 2022

  Product Manager
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  BeSoft Ltd

  May 2022 - Jan 2024

  Senior Product Manager
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  Qonics Inc

  Jan 2024 - now

  Chief Operating Officer

  Driving success in a versatile and dynamic tech startup. Expertly managing Business Development, Sales, Administration, HR, Financial Management, and Product Strategy. Proven in fostering growth, building partnerships, ensuring operational excellence, and seamlessly blending technology with a visionary and collaborative approach to drive innovation and achieve ambitious goals.