Diandra Irambona
Kigali
Summary
Driven and resourceful Customer Experience Lead , Project Manager and Administrative Professional with a distinguished 12 years track record in the telecommunication industry. Additionally, holds valuable expertise in operational excellence, forward-moving organizational goals, coordinating projects, and resolving issues efficiently.
Overview
13
13
years of professional experience
Work History
Executive Assistant & PMO in MD's Office
Airtel Rwanda Ltd.
10.2021 - Current
- Stereo committee member for 4G roll out. Instrumental in getting all the departments tasks streamlined for a successful 4G launch FTR
- Successfully headed the Connect Rwanda project (4G Imagine Handset) and rolled out the outreach program in collaboration with the government of Rwanda in 5 regions fully applauded by His Excellency the President of Rwanda
- Filled the gap of Head Legal & Regulatory for 3 months, handled critical business RURA audit for Airtel Rwanda License obligations
- Collaborate with internal teams including HR, Finance Director and the executive management team with the utmost in integrity and discretion and Serves as a liaison between departments to facilitate effective communication throughout the company.
- Effective coordination of group monthly, quarterly, and annual business supports
- Instrumental in business activities of various departments under MD, CCO & FD
Project Manager Special Projects & Self-Care Compliance Manager
Airtel Rwanda Ltd.
02.2018 - 10.2021
- CX Project lead during Tigo - Airtel Merger on migration of Provisioning, billing and charging system integration, Airtel money platforms, Network HLR harmonization, KYC migration
- CX Lead in implementation on company merger for process improvement, analysis and business process management functions and new regulations within the organization
- Monitored call center metrics closely to identify areas requiring attention so that targeted interventions could be implemented promptly.
- Collaborated with cross-functional departments to ensure seamless communication and coordination in delivering exceptional customer experiences.
- Mentored and coached staff members to foster individual growth, professional development, and the cultivation of a strong team culture.
4G Data Manager & Customer Operations Support Executive
Tigo Rwanda
10.2017 - 02.2018
- Maintained up-to-date knowledge of product and service changes.
- Streamlined data management workflows for increased efficiency and reduced processing time.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Support new marketing campaigns about the products to be sent on the market
- Arranged important promotional events such as trade fairs
Customer Service Center Manager
Tigo Rwanda
08.2011 - 10.2017
- Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company's customers
- Collaborated with other department managers to resolve escalated client issues quickly and effectively, fostering an environment of teamwork and cooperation.
- Stock Level control for the store; ensure the finance department receives daily stock reports from my store and shared it with the Store Performance Managers
- Audits and stock monitoring daily, weekly and monthly with internal auditors and external
- Ensure end of month stock accounts are accurate and sent on time.
Education
Bachelor Degree of Business Administration – Marketing -
University of Lay Adventists of Kigali - UNILAK
Kigali, Rwanda01.2016
Skills
- Project Management
- Strategic Planning and Alignment
- Telecommunication Industry Knowledge
- Customer Retention Strategies
- Staff Management
- Operational improvement
- Teamwork and collaboration abilities
- Critical thinking
Timeline
Executive Assistant & PMO in MD's Office
Airtel Rwanda Ltd.
10.2021 - Current
Project Manager Special Projects & Self-Care Compliance Manager
Airtel Rwanda Ltd.
02.2018 - 10.2021
4G Data Manager & Customer Operations Support Executive
Tigo Rwanda
10.2017 - 02.2018
Customer Service Center Manager
Tigo Rwanda
08.2011 - 10.2017
Bachelor Degree of Business Administration – Marketing -
University of Lay Adventists of Kigali - UNILAK
Awards
Tigo Rwanda 2014 Employee of the Year: Millicom Award given in recognition of performance
Awards
Tigo Rwanda 2014 Employee of the Year: Millicom Award given in recognition of performance
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