At Productive Playhouse, I leverage AI tools to improve operational efficiency, automate support workflows, and enhance customer experience outcomes. I also analyze operational data to identify recurring anomalies, root causes, and service-quality gaps.
At Wicresoft, I owned and improved the CX quality framework for enterprise support interactions. I analyzed customer feedback and support tickets, then used CSAT and FCR insights to turn customer friction into actionable recommendations.
I partnered with Product, Operations, and Training teams at Wicresoft to address systemic issues and update training materials and coaching programs. I also built and maintained reporting frameworks to share CX performance insights with senior leadership.
Earlier at Wicresoft, I mapped customer journeys for Microsoft cloud services and analyzed Zendesk and Jira ticket data to assess procedural changes. At Rubavu District Office, I maintained technical records, handled internal support inquiries, and supported operational functions and data reporting.
