Looking for a job

Manzi Diacre

@manzidiacre

Message

I resolve customer issues and coordinate operations through CRM-driven remote workflows.

Rwanda

Message

What I'm looking for

I'm looking for a remote customer support, operations, or project coordination role where I can own complex cases, improve workflows, use digital tools and reporting, and coordinate effectively across teams.

At MTN Rwanda, I support customers and operational teams across phone, live chat, email, social media, and CRM workflows, resolving account, network, billing, mobile money, and disputed-transaction concerns.

I own escalations from initial troubleshooting through cross-functional follow-up with technical, compliance, fraud, and specialist teams. I also use ServiceNow, Zsmart, ECW Portal, reporting dashboards, Microsoft Copilot, and Claude to improve case documentation and reduce escalation-processing time from about eight minutes to three to four minutes.

Previously, I coordinated schedules, suppliers, contractors, approvals, records, and stakeholder actions for a 32-month construction project. I'm PMP® certified and bring remote coordination, reporting, data quality, project administration, and fluent English, French, and Kinyarwanda communication.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Executive - Customer Support & Operations

Current

MTN Rwanda

Jun 2024 - Present (2 years 3 months)

Provides multichannel customer support and resolves account, network, billing, and transaction issues. Coordinates escalations, maintains CRM data quality, and improves service processes.