SRSumaya Rutayisire
@sumayarutayisire
Proactive customer success manager with a passion for innovation.
RwandaWhat I'm looking for
I am a proactive and detail-oriented professional with over 3 years of experience in customer success, project coordination, and stakeholder engagement. My journey has been marked by a commitment to leveraging technology to drive innovation and improve customer satisfaction. At Tek-Experts, I currently serve as a Support Escalation Manager, where I lead the resolution of high-priority customer escalations, ensuring issues are addressed quickly and effectively while maintaining customer satisfaction.
Throughout my career, I have successfully managed the onboarding process for over 20 clients, achieving a remarkable 90% retention rate. My role as a Customer Success Manager involved acting as a trusted advisor to clients, driving the adoption of company products, and collaborating with cross-functional teams to ensure alignment on solution delivery. I am passionate about continuous improvement and have implemented Agile methodologies that have significantly enhanced team efficiency and delivery timelines.
Experience
Work history, roles, and key accomplishments
Support Escalation Manager
Tek-Experts
Oct 2023 - Present (1 year 7 months)
Lead the resolution of high-priority customer escalations, ensuring issues are addressed quickly while maintaining customer satisfaction. Act as the primary contact for senior-level customer issues and implement Agile practices to improve team collaboration.
Customer Success Manager
Tek-Experts
Mar 2022 - Sep 2023 (1 year 6 months)
Managed the onboarding process for over 20 clients, achieving a 90% retention rate. Acted as a trusted advisor to customers, driving product adoption and collaborating with cross-functional teams to address service escalations.
Customer Experience Manager
Saba LTD
Oct 2021 - Mar 2022 (5 months)
Improved service quality and increased sales by mentoring junior team members and managing department schedules. Resolved customer inquiries efficiently to enhance satisfaction ratings.
Credit Recovery Officer
RVI
Jun 2021 - Oct 2021 (4 months)
Performed high volume daily calls in a busy collections group, processed payments, and mentored new members on effective communication strategies.
Sales and Marketing Officer
RVI
Feb 2021 - Jun 2021 (4 months)
Developed and managed marketing strategies, identified new clients, and customized marketing plans to meet client needs.
Education
Degrees, certifications, and relevant coursework
SASalesforce
Certification, Salesforce
2023 - 2023
Achieved Salesforce Certified Association status, demonstrating proficiency in Salesforce applications and customer relationship management.
Davis College
Diploma, Hospitality and Tourism
2021 - 2021
Earned a diploma in Hospitality and Tourism Management, covering essential aspects of the hospitality industry and customer service.
Davis College
Certificate, Language
2020 - 2020
Completed a certificate program in Cambridge Michigan Language, focusing on language proficiency and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
RwandaAuthorized to work in
Job categories
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