Hirwa Axel

I am eager to fully dedicate myself to an organization where I can apply my talents and skills with enthusiasm, contribute meaningfully to its success, and continue growing through learning and problem‑solving. I bring a customer-first mindset and the drive to learn, improve, and perform under pressure.

I’ve earned recognition through consistent results, including Specialist of the month at CCI Rwanda (Instacart specialist) in May 2024 and French specialist of the month in July 2024. I was also named Best team leader in Instacart campaign at CCI Rwanda in June, August, and November 2025, and Most Impactful leader at CCI Rwanda in 2025. I completed the Idebate program in October 2019 and P&L Revenue Trainings in February 2026.

As French Teamleader at CCI Rwanda (2024 Sept – Current), I analyze and monitor the performance of agents, live listen, and guide representatives with feedback. I answer question from agents, help maintain the quality scores, and monitor the progress and floor performance of representatives and agents. I also develop and implement new tags to improve execution and consistency.

Previously, I worked as a Customer care specialist (Feb - 2021) at CCI Rwanda, handling inbound calls from customers and shoppers for Instacart (query, request, and complaints). I escalated matters that have not been resolved to the supervisors for resolution and provided customers and shoppers with feedback when issues were resolved. Before that, I served as a Tecno representative (October - 2019), supporting startup ideas and helping young people understand the use of internal brands and products.