RNRaoul Ngarambe
@raoulngarambe
Customer experience lead specializing in fintech, forex, and crypto.
RwandaWhat I'm looking for
I am a customer experience professional with deep experience in fintech, forex, and crypto support, delivering human-centered and empathetic service. I consistently maintained a 95%+ CSAT and 90%+ quality score while working in fast-paced support environments.
At Deriv.com I resolved customer inquiries across channels, escalated and followed up on KYC, payments, crypto, and compliance issues, and supported B2B onboarding for APIs and partnership programs. I contributed to operational improvements, helping reduce dispute resolution time from 12 hours to 6 hours.
Previously, I managed communications and retention at Discovery International School, handling social media, newsletters, website and internal communications, and executing branding campaigns that grew the online following by over 3,000 and supported enrollment increases.
I am fluent in English and French, skilled with CRM and support tools, and focused on building safe, convenient customer journeys that balance compliance and growth for fintech businesses.
Experience
Work history, roles, and key accomplishments
DECustomer Experience Executive
Deriv.com
Nov 2023 - Apr 2025 (1 year 5 months)
Managed customer support for fintech products, maintaining 95%+ CSAT and 90%+ quality scores while resolving inquiries on KYC, payments, crypto, and compliance. Onboarded B2B customers, escalated complex issues to relevant teams, and reduced P2P dispute resolution time from 12 to 6 hours.
Social Media and Communications Manager
Discovery International School
Mar 2022 - Dec 2022 (9 months)
Managed communications and support channels, implemented branding campaigns that grew online following by 3,000+ and contributed to increased enrollments. Handled newsletters, website, and internal communications.
Education
Degrees, certifications, and relevant coursework
African Leadership University
Bachelor of Science, International Business and Trade
2021 -
Pursuing a Bachelor of Science in International Business and Trade with coursework focused on global trade, business strategy, and entrepreneurship.
Availability
Location
RwandaAuthorized to work in
Job categories
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