Cosmas Gahima
@cosmasgahima
Scheduling Specialist and customer support leader delivering fast, high-quality service.
RwandaWhat I'm looking for
I’m a customer experience and workforce scheduling professional who thrives in fast-paced, high-volume environments. I manage multi-channel customer support workflows with empathy and urgency, handling complex escalations while maintaining world-class service standards.
In my current role, I run 24/7 rotational shift schedules to meet strict SLAs. I track live queues and agent metrics in real time, generate daily and weekly KPI reports, and use contact-volume history to forecast staffing needs—so customers wait less and teams perform better.
Previously, I led and coached support agents as a Customer Support Supervisor and strengthened service quality through QA work. I reviewed customer communications, built QA scorecards and evaluation frameworks, and improved tone, accuracy, and empathy, while also onboarding teammates to keep customer care consistent and effective. I’m highly adaptable to new technology and committed to continuous improvement through clear processes and performance feedback.
Experience
Work history, roles, and key accomplishments
Scheduling Specialist
Pawatech / Betpawa
Jun 2025 - Present (1 year)
Managed 24/7 rotational shift schedules to meet strict SLAs by monitoring live queues and agent metrics in real time. Produced daily and weekly KPI and productivity reports and forecasted staffing needs based on historical contact volume trends.
Customer Support Supervisor
Pawatech / Betpawa
Jan 2024 - May 2025 (1 year 4 months)
Supervised a team of support agents to maintain high service quality and productivity. Tracked daily performance metrics, coached agents to improve response efficiency, and resolved complex escalated customer issues while implementing workflow best practices for international service standards.
Customer Support Agent
Pawatech / Betpawa
Apr 2023 - Dec 2023 (8 months)
Provided fast, professional omnichannel support via live chat, email, and phone in English, Swahili, and Kinyarwanda. Resolved inquiries on first contact to support customer satisfaction goals and onboarded/trained new team members to maintain support standards.
Quality Assurance Officer
MTN Rwanda
Feb 2022 - Apr 2023 (1 year 2 months)
Reviewed customer interactions across chats, emails, and calls to ensure alignment with communication and quality standards. Delivered targeted coaching using QA scorecards and reports to help management identify and address service gaps.
Customer Support Agent
MTN Rwanda
May 2020 - Feb 2022 (1 year 9 months)
Handled high volumes of inbound customer contacts via phone, chat, and email while consistently meeting KPIs including FCR and CSAT. Resolved billing, technical, and service inquiries for multilingual customers and contributed to the knowledge base by documenting common issues and resolutions.
Education
Degrees, certifications, and relevant coursework
University of Rwanda College of Science and Technology
Bachelor's Degree, Landscape and Interior Design
2013 - 2017
Earned a Bachelor's Degree in Landscape and Interior Design at the University of Rwanda College of Science and Technology from 2013 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
RwandaAuthorized to work in
Social media
Job categories
Skills
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