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Rugamba Organ

@rugambaorgan

Workforce Manager at Call Center International, managing Shutterfly campaign operations and maintaining 6% attrition and 0.4% shrinkage.

Rwanda

Message

At Call Center International, I manage workforce planning, scheduling, and real-time operations for the Shutterfly campaign. I monitor AHT, SLA, shrinkage, and attrition, and maintained attrition at 6% and shrinkage at 0.4% during peak operational periods.

Through Kbeats Tech, I build and maintain websites for small businesses. I also produce and engineer music for clients and venues including Agura, Infinity Minutes, Kigali Beats, and Groove Kigali, and organize events such as Infinity Minutes After Midnight and Sip & Paint Kigali.

Experience

Work history, roles, and key accomplishments

Current

Workforce Manager

Current

Call Center International (CCI)

Jul 2024 - Present (2 years 3 months)

Lead workforce planning, scheduling, and real-time management for the Shutterfly campaign. Monitor and analyze key performance metrics including AHT, SLA, shrinkage, and attrition to improve operational outcomes.

Workforce Planning Real Time Management Scheduling Performance Analytics AHT SLA Shrinkage Attrition Cross Functional Collaboration

Current

Music Producer & Sound Engineer

Current

Freelance

Jan 2020 - Present (6 years 9 months)

Produced and engineered sound for clients and venues including Agura, Infinity Minutes, Kigali Beats, Groove Kigali, and other venues and events across Kigali. Specialized in Amapiano, Afro-House, and Gqom genres, handling production, mixing, and live sound.

Music Production Sound Engineering Mixing Live Sound Amapiano Afro House Gqom

Current

Owner

Current

Kbeats Tech

Built and maintained websites for small businesses, supporting their online presence and digital growth.

Web Development Small Business Support Online Presence

Current

Event Host & Creative Director

Current

Freelance

Organized events including Infinity Minutes After Midnight and Sip & Paint Kigali. Partnered with Sinc Events on event organization, ticketing, sales tracking, and access management.

Event Planning Project Coordination Ticketing Sales Tracking Access Management

Customer Service Representative

Call Center International (CCI)

Aug 2023 - Jun 2024 (10 months)

Delivered high-quality customer support for the Shutterfly campaign across multiple communication channels. Resolved customer inquiries efficiently while consistently meeting AHT, QA, and SLA targets.

Customer Support Issue Resolution AHT QA SLA Call Center Operations