•Served as advisor to CEO regarding cross-cultural competence and board resolutions. •Attended quarterly board meetings to deliberate company goals and progress.

Q-Lana Inc | Mar 2019 - Present

System Implementation and Training Specialist (Consultant)

•Tested platforms according to client's requirements before delivering them to users and continuously reporting bugs and defects. •Detected and resolved data quality issues and discrepancies for integrity, quality control, and credit board decision-making. •Worked closely in multilingual (English, French, Kinyarwanda, Spanish) and multinational (Rwanda, India, Kenya, U.S., and Bolivia) environments to deliver project requirements, develop solutions, address platform issues, and meet deadlines. •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. •Developed training materials (500 slides/client) and manuals (50-100 pages) for clients’ reference to encourage data consistency and quality. •Proactively learned about and pitched new technologies and tools, such as Zen Desk and Confluence, to improve company productivity and knowledge management. •Recruited, trained, and mentored a student intern who was eventually hired as a full-time employee. •Wrote articles for the Q-Lana blog and LinkedIn page on intercultural intelligence and adaptability. •Identified and championed colleagues from the clients to support their colleagues in platform adoption.

Lime | Dec 2018 - Feb 2019

Customer Support Representative for a Large Global Support Team

As a freelance for Lime Bike based in Rwanda, I worked as a Customer Support Representative for a Large Global Support Team with responsibilities to: • Provide assistance for customers with special billing requests. • Perform clerical duties such as typing, proofreading, and sorting mail. • Resolve customer complaints or answer customers' questions regarding policies and procedures. • Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints. • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. • Resolve customers' service or billing complaints by performing activities such as refunding money and adjusting bills.

SignTech Paperless Solutions | Jan 2017 - Present

Authorized Distributor & Regional Director

•Secured first partnership with medium-sized (50-100 staff) East African company that has been renewed for four consecutive years. •Reached out to customer leads through warm calling and established positive business and customer relationships. •Served as liaison in-country and via demo calls between SignTech Paperless Solutions and potential local prospects. •Tested various versions of the Signtech Paperless Solution before deployment.

GUILD | Jan 2017 - Jun 2022

Founder

My 10 years of experience in the telecommunications field revealed a gap in the implementation of innovation. Due to insufficient assessment made upstream of the utility or usability of the new technology, the innovation was creating more issues instead of solving problems. Even though it was high- tech, the innovation was not taking into consideration the user experience. I saw an opportunity to offer services as a digital integration adviser and created a start-up to address the issue: Guild. (The word is a reference to a corporation of jobs in the Middle Ages. In this case it is a corporation/guild of digital jobs.) I created Guild to help all types of companies achieve the digital revolution efficiently and effectively. At Guild, we provide advice, support, and services to help businesses work smarter using information technology. Innovation delivered. If your business is interested in our services, please visit the LinkedIn or Facebook page, or email me directly at [email protected]. Facebook: https://www.facebook.com/guildclt/

Liquid Telecom Rwanda Limited | Jul 2013 - Jan 2018

Customer Care Service & Service Center Officer

•Collected and reported daily payments totaling $3,000/day from customers. •Engaged in conversation with customers to understand needs, resolve issues, and answer questions about internet and phone services/products to increase sales. •Delivered fast, friendly, and knowledgeable service for routine questions and service complaints from local, expatriate, and business/NGO customers resulting in high customer satisfaction. •Reached out to customers after completed sales to suggest additional service or product purchases.

RWANDATEL S.A. | Nov 2008 - Jun 2013

Customer Service Operation & Service Center Officer

OTF Group | Jan 2007 - Nov 2008

Data Collector & Entry Clerk

Collecting and compiling data from different private companies for strategic analysis on behalf of Rwandan private sector federation and RIEPA and submitted results into a corporate database for a program such as pioneer of prosperity award. The main responsibilities consisted in: • Following ethical codes that protect the confidentiality of information. • Compiling, sorting and verifying the accuracy of data before it is entered. • Comparing data with source documents, or re-enter data in verification format to detect errors. • Storing completed documents in appropriate locations. • Locating and correcting data entry errors, or reporting them to supervisors. • Maintaining logs of activities and completed work. • Loading machines with required input or output media such as paper, cards, or disks. • Selecting materials needed to complete work assignments. • Reading source documents such as statistical analysis, sales reports, or bills, and enter data in specific data fields or disks for subsequent entry, using keyboards or scanners.

My Education

Take a look at my formal education

Salesforce, Salesforce AdministrationTrailhead by Salesforce | 2022

Bachelor of Science (B.Sc.), Information TechnologyAdventist University of Central Africa - AUCA | 2013

Certificate, Mathematics & PhysicsLa Colombiere | 2006

About Me

An outgoing technology enthusiast looking to work at the intersection of data and technology in developing countries to help people embrace technology in their communities.

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