CHRISTIAN SUGIRA MUKUNZI
Kigali
Summary
Experienced supervisor with the ability to train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective.
Overview
11
11
years of professional experience
Work History
Customer Sales Representative
KOKO Networks
01.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted call-in customers with questions and orders.
- Contacted potential customers to capitalize on sales opportunities.
- Assessed expected product demands and coordinated necessary merchandise levels to meet goals.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
- Emphasized product specifications to meet customer needs.
- Maintained customer accounts and relationships.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Set and achieved company defined sales goals.
- Informed customers of promotions to increase sales productivity and volume.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Brought in more than $1k in new sales by leveraging successful sales techniques to build relationships and convert prospects into paying customers
District Operations Manager
Earthenable
01.2021 - 10.2022
- Developed processes to save on costs and prevent losses by 10%
- Managed a team of 6 people from different departments
- Maintained 96% of customer satisfaction
- Maintained 90% of customer issue resolution
- Increased District revenue by 25% in 2021-2022 run
- Successfully Managed 3 complex projects of organization's potential partners
- Created 6 partnerships with potential local NGOs and maintained relationship with the existed ones
- Boosted sales volumes to hit 120% annual sales target in 2021-2022
- Ensured all systems and processes are running smoothly and above 95% rate
- Trained and equipped my team with on-job technical and non-technical competencies
- Leveraged Data to generate insights and make well-informed decisions
- Reported on a monthly basis the progress of my district to Senior Management team
- Held meetings with Managing director to identify techniques to overcome sales obstacles
- Generated financial and operational reports to assist management with business strategy
- Reported to the Managing Director of the organization
- Developed team communications and information for meetings
- Achieved service time and quality targets
- Prepared orders to deliver excellent presentation and quality standards
- Monitored interior and exterior facilities maintenance and cleanliness standards and followed up with corporate and vendor contacts to resolve issues
- Developed and implemented successful systems to track and manage expenses for effective budget administration.
Inventory and Supply Chain Officer
Earthenable
01.2020 - 12.2020
- Monitored delivery performance and quality of purchased material to develop cost control and improvement plans
- Audited inventory management strategies to determine how best to reduce waste
- Maximized efficiency of moving goods by improving warehouse workflows
- Recommended and implemented risk mitigation for eliminating excess and obsolete inventory
- Initiated lead time reduction measures to drive faster product development cadence
- Rectified product damages, shortages and specification concerns through diligent product assessment and supplier communication
- Updated supply chain processes to reflect new technologies and strategies, consistently improving performance
- Conducted contract negotiations with vendors and service providers to obtain favorable terms
- Forecasted and measured targets for inventory levels and reductions
- Maintained low safety incident record
- Facilitated completion of non-disclosure, terms and conditions agreements with potential vendors
- Optimized transportation strategies with strategic shipment combining and warehouse consolidation
- Reviewed supplier performance and vendor products regularly to identify areas in need of improvement
- Implemented new policies or modifications to existing policies
- Integrated supply chain strategies with sales, production and other internal departments to maximize efficiency.
Customer Care Representative
RAB/MINAGRI
03.2018 - 08.2019
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty
- Processed customer product orders in collaboration with third-party fulfillment vendor
- Created customer satisfaction survey to identify issues and determine appropriate resolution
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Built strong knowledge of product line to assist customers in selecting products
- Shared relevant tools with customers as necessary to reduce support call frequency
- Facilitated clear communication between distribution centers, carrier companies, and customers to expertly resolve inquiries
- Created Excel spreadsheets to track customer data and perform reconciliation process
- Implemented best practices in fostering exceptional customer care support and satisfying customers
- Responded to customer questions and complaints and documented consumer communications
- Delivered high level of service and support to customers as company ambassador
- Responded to questions and followed up on customer interactions
- Offered current product, policy and service information to customers
- Met team and client performance metrics, goals and deadlines
- Maintained sales floor and presentation standards to uphold company's brand and positive image.
Cooperative Manager
Magis Ltd
06.2017 - 02.2018
- Created plans and communicated deadlines to complete projects on time
- Increased customer satisfaction by resolving issues
- Implemented performance reviews and motivational strategies to elevate HR team results
- Devised hiring and recruitment policies for 20-employee company
- Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes
- Used technologically relevant digital systems to manage payroll and benefits programs
- Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics
- Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management
- Retained 100% protocol on management tools and procedural accuracy.
Field Enumerator
RWANDA TRANSPORT DEVELOPMENT AGENCY
01.2015 - 08.2015
- Interviewed residents in assigned areas to explain purpose of census, answer questions and accurately record answers
- Verified information on survey forms or information pads
- Assisted people in filling out surveys with complete and accurate information
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose
- Dispensed assignments to enumerator team and submitted completed work to supervisors.
Enumerator
Magis Ltd
01.2013 - 08.2013
- Assisted people in filling out surveys with complete and accurate information
- Requested participation in brief exit interviews to obtain feedback for use in development of procedural improvements
- Maintained records of Offices visited, surveys completed and money spent
- Contacted interviewees to rectify survey issues and ask follow-up questions.
Education
Bachelor of Science - International Economics
UNIVERSITY OF RWANDA,
HUYE CAMPUS08.2017
Skills
- Office equipment operations
- Detailed meeting minutes
- Strong interpersonal skills
- Resource management
- Spreadsheet development
- Appointment scheduling
- Resolving errors
- Inventory supplies
- Protecting information
- Workforce mentoring
- Documentation and reporting
- Database entry
- Employee relations
- Develop policies
- Improve performance
- Time management
- Data entry proficiency
- Sales negotiation
Languages
French
English
Kinyarwanda
References
- Shema Patrick, Coffee plantation consultant, 0783250097
- Ngarambe Umutesiwase Jeanine, Head of Therapy-UK-NHS, nina.mutesi@gmail.com, +447868210696
- Nsengiyumva Jean de Dieu, Business Development Manager-Kinvest Impact Rwanda, 0788223452
Timeline
Customer Sales Representative
KOKO Networks
01.2024 - Current
District Operations Manager
Earthenable
01.2021 - 10.2022
Inventory and Supply Chain Officer
Earthenable
01.2020 - 12.2020
Customer Care Representative
RAB/MINAGRI
03.2018 - 08.2019
Cooperative Manager
Magis Ltd
06.2017 - 02.2018
Field Enumerator
RWANDA TRANSPORT DEVELOPMENT AGENCY
01.2015 - 08.2015
Enumerator
Magis Ltd
01.2013 - 08.2013
Bachelor of Science - International Economics
UNIVERSITY OF RWANDA,
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