Eric NIYOMUGABO
KIGALI
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Vice President
Mango Telecom Ltd
01.2020 - Current
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Clarified roles, responsibilities and expectations of staff.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Identified opportunities to improve business process flows and productivity.
- Identified and resolved issues between employees, promoting better collaboration and mutual respect.
- Established performance goals for department and provided methods for reaching milestones.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Established performance goals for department and outlined processes for achievement.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
- Used market insights to capitalize on key business opportunities for new advantageous partnerships.
- Led development of strategic marketing plans to raise awareness and drive sales growth.
- Increased company growth through collaboration with sales and marketing departments.
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Represented organization at industry conferences and events.
- Managed financial, operational and human resources to optimize business performance.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Cultivated company-wide culture of innovation and collaboration.
- Monitored key business risks and established risk management procedures.
- Oversaw business-wide changes to modernize procedures and organization.
- Formulated and executed strategic initiatives to improve product offerings.
- Created succession plans to provide continuity of operations during leadership transitions.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Communicated business performance, forecasts and strategies to investors and shareholders.
- Directed technological improvements, reducing waste and business bottlenecks.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Oversaw divisional marketing, advertising and new product development.
General Manager
2000 Hotel Downtown Kigali
01.2017 - 01.2020
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Analyzed market trends and competitor activities to create competitive advantages.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Collaborated with cross-functional teams to develop innovative solutions.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Hotel Manager
2000 Hotel Downtown Kigali
01.2014 - 01.2017
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Provided exceptional service and assistance to guests upon check-in.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Prepared monthly resort audits for review.
- Increased customer service ratings through personable service.
- Provided services efficiently and with high level of accuracy.
- Developed and implemented marketing strategies to promote hotel services.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Implemented successful strategies to increase customer satisfaction.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Developed and implemented promotional strategies to increase occupancy.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Created and managed accurate occupancy forecasts and budgets.
Sales Supervisor
FENLY LTD
01.2012 - 12.2013
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively coached team members to reach weekly and monthly sales goals.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Promoted exceptional customer service by engaging clients on sales floor.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Mentored team members to enhance professional development and accountability in workplace.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Checked store merchandise regularly for proper display and replenishment.
- Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
- Constructed displays and signs to promote specified products and sales promotions.
- Created employee schedules to align coverage with forecasted demands.
- Capitalized on sales development and performance optimization opportunities while controlling expenses and maintaining diverse customer base.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Maintained up-to-date knowledge of products and services offered to customers.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Developed and implemented strategies to increase sales and improve customer service.
- Monitored daily sales performance and provided feedback to each team member.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed and enforced policies and procedures for compliance with company policies.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Negotiated more favorable rates and delivery times with vendors.
Education
MBA - Project Management
Mount Kigali University
Kigali - Rwanda 12.2025
BBA - International Hotel Management
Vatel France
Kigali Campus01.2021
Associate of Arts - Hotel Operation
Kigali Leading School
Kigali 11.2013
High School Diploma -
GROUPE SCOLAIRE OFFICIALE DE BUTARE
HUYE10.2009
Timeline
Vice President
Mango Telecom Ltd
01.2020 - Current
General Manager
2000 Hotel Downtown Kigali
01.2017 - 01.2020
Hotel Manager
2000 Hotel Downtown Kigali
01.2014 - 01.2017
Sales Supervisor
FENLY LTD
01.2012 - 12.2013
MBA - Project Management
Mount Kigali University
BBA - International Hotel Management
Vatel France
Associate of Arts - Hotel Operation
Kigali Leading School
High School Diploma -
GROUPE SCOLAIRE OFFICIALE DE BUTARE
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