JGakwaya

Cold Calling Specialist

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À propos de moi

Versatile and results-driven professional with over 6 years’ experience across strategic communications, sales leadership, and executive support. Adept at driving business growth, building strong stakeholder relationships, and delivering high-impact messaging. Proven ability to lead teams, manage internal and external communications, and support C-level executives. Combines creative storytelling, data-driven strategy, and operational excellence to achieve measurable outcomes in dynamic environments.

Éducation

2019: Bachelor of Honors in Communication Studies, Minor in Commerce (B.A)

CERTIFICATIONS & AWARDS
• Protection of Civilians – UNITAR, April 2022
• Environmental Security – REMA & USAFRICOM, September 2023
• Data Analytics – African Leadership Group (ALX) (Explore AI), September 2024

Langue(s)

FRANÇAIS
ANGLAIS

Compétences

blog

Expérience professionelle

Nov 2023 – 2026: Sales Team Manager – The/Studio, Remote


- Managed and mentored a team of sales professionals, increasing productivity by 25% through structured training and development programmes.
- Oversaw communication between clients and internal teams, ensuring seamless project execution and alignment with business goals.
- Analysed sales performance data to identify trends and optimize strategies for improved revenue generation.
- Built strong client relationships through tailored solutions, contributing to a 90% client retention rate.
- Collaborated with marketing teams to align messaging and promotional campaigns, boosting customer engagement.

Dec 2022 – Oct 2023: Business Development / Customer Success Specialist – Internally Ltd, North Carolina (Remote)


- Designed and implemented customer success strategies, improving customer satisfaction rates by 80%.
- Conducted data analysis and developed customer success dashboards to provide leadership with actionable insights for product and strategic decision-making.
- Collaborated with cross-functional teams to address client concerns, ensuring timely resolutions and stronger customer relationships.
- Developed tailored business proposals and presentations that contributed directly to securing high-value clients.
- Identified customer and product insights to inform improvements and enhance user experiences.

Apr 2022 – Dec 2022: Executive Assistant / Corporate Communications – PrimEcs LLC, Kigali, Rwanda


- Coordinated executive communications, drafting speeches, reports, presentations, and other materials for high-level meetings.
- Developed and implemented internal communication strategies to enhance organizational transparency and alignment.
- Managed executive calendars, travel arrangements, and event planning to ensure seamless day-to-day operations.
- Served as a liaison between the executive team and stakeholders, fostering strong relationships and effective communication.
- Produced and distributed newsletters, memos, and other internal communications to keep employees informed and engaged.

May 2019 – Apr 2022: Customer Experience Specialist – Access Bank PLC, Kigali, Rwanda


- Spearheaded customer service training programmes, improving agent performance and reducing response times by 67%.
- Developed customer feedback mechanisms and analysed customer data to generate insights that improved satisfaction, engagement, and loyalty.
- Managed multi-channel customer enquiries while maintaining professional and efficient communication.
- Designed targeted customer campaigns using customer insights to drive engagement and loyalty.
- Collaborated with cross-functional teams to establish customer service policies aligned with corporate objectives.

May 2019 – Apr 2022: Corporate Communications Specialist – Access Bank PLC, Kigali, Rwanda


- Created and executed comprehensive communication plans to improve brand visibility and internal organizational alignment.
- Developed content for internal newsletters, press releases, social media campaigns, and other corporate communications.
- Led employee engagement initiatives designed to strengthen corporate culture, engagement, and retention.
- Secured partnerships with key stakeholders to enhance the bank’s corporate image and community impact.
- Monitored and evaluated communication strategies to ensure alignment with organizational goals.

Jun 2017 – Jun 2018: Family Case Manager – Good Shepherd Family Center, Ontario, Canada


- Conducted detailed client assessments to determine needs and develop individualized care plans.
- Coordinated therapy, medical support, and other services to provide holistic client support.
- Monitored client progress and adapted care plans to address evolving requirements.
- Facilitated interdisciplinary meetings to coordinate a collaborative approach to client support.
- Provided ongoing emotional support to clients, fostering trust and promoting their well-being.

Jan 2016 – Jan 2018: Tech Support Representative – Concentrix, Ontario, Canada


- Delivered technical support to customers, resolving issues promptly while maintaining high satisfaction levels.
- Trained and mentored new representatives, supporting continuous learning and team development.
- Managed high volumes of customer enquiries while maintaining professionalism and meeting service-level targets.
- Drafted detailed performance reports, providing insights that supported improvements in operational efficiency.
- Addressed customer complaints effectively and provided tailored solutions to strengthen customer loyalty.