Alain Patrick Ihirwe

Experience

• 

  HeHe

  Jan 2015 - Jul 2015

  Intern

  • Gained experience in web development and Android app development.

• 

  Peace and Love Proclaimers

  Jul 2015 - Jul 2016

  Event Manager

  • Led a team of 30 youth volunteers in organizing and managing events.• Successfully led the national Walk to Remember event with over 20,000 participants.• Organized and led fundraising efforts, achieving fundraising targets.• Led mobilization campaigns on radio and TV.

• 

  Tek Experts

  Nov 2021 - Jan 2024

  • Led cross-functional teams, fostering collaboration and developing talent.• Coached employees to improve performance and reach professional goals.• Motivated employees, provided effective feedback, and cultivated an engaging team culture.• Managed teams in fast-paced environments, excelling in conflict resolution, strategic planning, and coaching team members to maximize productivity.• Drove team performance to meet key targets and KPIs, ensuring operational excellence and outstanding customer service.• Conducted performance reviews, provided feedback, and recommended promotions.• Drove discussions with customers to address issues and provide action plans.• Interview candidates, hire and coordinate the onboarding process Show less

  • Team Manager at OpenText APJ Region

    Apr 2023 - Jan 2024

  • Customer Support Engineer

    Sept 2021 - Mar 2023

  • Point of Contact ( Team Lead )

    Nov 2021 - Jul 2022
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  Tramigo

  Jan 2024 - now

  Regional Technical Support Manager

  • Manage a distributed team of technical support staff across East, Central and Southern Africa to provide excellent customer service and technical troubleshooting.• Lead recruitment and talent acquisition for the technical support team across these countries.• Develop training programs and knowledge base to aid support staff in resolving customer queries faster.• Analyze support metrics like ticket volumes, resolution times, and customer satisfaction to identify areas of improvement.• Evaluate KPIs and coach team to improve performance.• Collaborate with the Sales team to increase sales.• Lead daily operations, working closely with Finance, the development team, and customers.• Oversee support operations including resource allocation, workflow optimization, and internal communications.• Implement new tools and technologies to make support processes more efficient.• Continuously identify areas for improvement in processes, tools, and knowledge management. Show less