Uwamahoro Fabiola

FABIOLA UWAMAHORO Kigali, Rwanda | - |-PROFESSIONAL SUMMARY Results-driven Customer Service and Logistics Manager with extensive experience in customer relations, hospitality, and logistics operations. Over eight years of expertise in customer service, logistics, and hospitality management, demonstrating strong leadership, problem-solving abilities, and a customer-centric approach. Adept at optimizing processes, enhancing guest satisfaction, and driving operational efficiency. CORE SKILLS • Customer Relations & Complaint Resolution • Logistics & Supply Chain Management • Front Office & Call Center Operations • Team Leadership & Staff Training • Hospitality & Hotel Management • Office Administration & Coordination • Process Improvement & Problem-Solving • Emergency Response & Crisis Management • Strong Communication & Interpersonal Skills • Multilingual: English (Excellent), French (Excellent), Swahili (Good) PROFESSIONAL EXPERIENCE Customer Service & Logistics Manager | Oryx Energies Rwanda | January 2024 – Present • Oversee customer service and logistics operations, ensuring smooth order processing and timely deliveries. • Manage relationships with key clients, addressing concerns and maintaining high service standards. • Implement process improvements to enhance efficiency and customer satisfaction. • Supervise and train staff, fostering a strong customer-focused team culture. • Coordinate with various departments to ensure seamless logistics and supply chain management. Front Office Assistant | Oryx Energies Rwanda | March 2021 – December 2023 • Managed switchboard operations, directing calls and inquiries to appropriate departments. • Provided administrative support, including scheduling appointments and organizing office logistics. • Coordinated banking transactions, dispatched outgoing cheques, and managed courier services. • Maintained a professional and welcoming reception area, ensuring security and visitor management. • Assisted sales and administrative teams in processing orders and managing office inventory. Guest Relations Officer | Radisson Blu Hotel & Convention Centre Kigali | October 2017 – March 2021 Provided exceptional customer service, handling guest inquiries and resolving concerns effectively. • Assisted VIP and celebrity guests while ensuring their privacy and satisfaction. • Managed check-in and check-out processes, enhancing operational efficiency. • Maintained a high level of guest satisfaction, earning consistent positive feedback. Housekeeping Supervisor | Radisson Blu Hotel & Convention Centre Kigali | May 2016 – September 2017 • Supervised housekeeping staff, ensuring high cleanliness standards across 291 rooms. • Developed and implemented training programs to enhance service quality. • Worked closely with the front desk to address guest needs promptly. Cleaning Supervisor | Escom LTD Company | February 2014 – August 2016 • Managed cleaning operations, supervising a team of 25 employees. • Scheduled and monitored staff performance, ensuring high service quality. • Resolved customer complaints and optimized operational procedures. • EDUCATION • Associate Degree in Hospitality Administration & Management Cornell University, USA | August 2020 • Bachelor’s degree in environmental studies & Conservation University of Lay Adventist of Kigali, Rwanda | September 2014 • High School Diploma Remera Mbogo Secondary School, Rwanda | December 2008 CERTIFICATIONS • First Aid & CPR Certification • Marketing Specialization Certificate • Service Excellence Certificate • Hospitality Management Certificate • Inspiring Managers Program Certificate ACCOMPLISHMENTS • Awarded Employee of the Year 2017 for exceptional service and crisis management. • Recognized for providing the highest number of five-star reviews in the department. • Earned multiple promotions due to outstanding performance and customer satisfaction. HOBBIES & INTERESTS • Traveling | Charity Work | Reading REFERENCES Available upon request. I confirm that the information provided above is true and verifiable. Fabiola Uwamahoro