ISHIMWE FABRICE

Multilingual Telecom Professional | Customer Success & KYC Compliance Expert | Aspiring Software Developer

Kigali, RW.

About

Highly accomplished Telecom Professional with a robust background in customer care, KYC compliance, and technical support, consistently exceeding KPIs and achieving top performance awards. Adept at managing high-volume inquiries, resolving complex issues, and implementing stringent regulatory frameworks to enhance service quality and minimize fraud risk. Proven leader in youth empowerment initiatives, complemented by a strong foundation in backend software development, poised to drive operational excellence and innovation.

Work

ISON Xperience (Airtel Partner)

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Customer Care Representative (Full-Time)

Kigali, Rwanda

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Summary

Spearheaded advanced customer support operations and communication standards for a major telecom partner, significantly enhancing service delivery and customer satisfaction for a large subscriber base.

Highlights

Managed an average of 100+ high-volume phone queues daily, delivering immediate and effective solutions for complex subscriber queries, thereby elevating customer experience scores.

Consistently exceeded all target Key Performance Indicators (KPIs), including a 90%+ First-Contact Resolution (FCR) rate and top-tier positive call handling benchmarks, demonstrating exceptional service efficiency.

Collaborated cross-functionally with 5+ telecom departments to effectively resolve persistent customer accounts and service-delivery issues, reducing resolution times by 15%.

Implemented and upheld leading communication standards, significantly contributing to a 20% improvement in overall customer interaction quality and positive service perception.

ISON Xperience (Airtel Partner)

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KYC & Verification Specialist

Kigali, Rwanda

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Summary

Ensured stringent Know Your Customer (KYC) compliance and robust fraud prevention in subscriber registrations and SIM swap operations, meticulously upholding national regulatory standards.

Highlights

Securely reviewed and processed over 500 biometric and profile facial matches weekly, accurately approving or denying SIM card registration cases to maintain critical data integrity and security.

Managed 200+ SIM card swap transactions monthly, meticulously validating subscriber identities to minimize fraud risk by 25% and ensure full regulatory compliance.

Analyzed diverse document submissions under strict security protocols and national regulatory frameworks, preventing unauthorized access and maintaining system integrity for 10,000+ subscriber records.

Achieved top compliance performance, earning two 'Best Performer in KYC' awards for exceptional dedication, accuracy, and efficiency in a critical fraud prevention role.

ISON Xperience (Airtel Partner)

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Customer Care Representative (Part-Time)

Kigali, Rwanda

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Summary

Provided essential inbound customer support for Airtel subscribers, focusing on resolving mobile service and plan queries while consistently maintaining excellent customer satisfaction.

Highlights

Efficiently handled 70+ active calling queues daily, providing clear and direct assistance to Airtel customers on complex mobile network issues and service queries.

Aided subscribers with comprehensive support on account details, tariff plans, and basic service troubleshooting, consistently maintaining customer care metrics above 95% satisfaction.

Achieved high customer satisfaction ratings, directly contributing to a rapid promotion to technical and compliance operations within one month due to demonstrated aptitude.

Developed strong foundational skills in customer relationship management, problem-solving, and efficient service delivery within a high-volume telecom environment.

Volunteer

Protocol & Logistics Coordinator (Volunteer)

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iDebate Rwanda

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Orchestrated comprehensive event logistics and coordinated volunteer teams for multiple national debate camps, ensuring seamless operations and effective program delivery for over 100 participants.

Highlights

Oversaw end-to-end logistics and protocol management for 3+ Beginner and Advanced debate camps, ensuring smooth operations and precise coordination for all event phases.

Directed a team of 15+ volunteers, providing clear guidance and support to maintain organizational standards and ensure successful event implementation across all activities.

Facilitated effective communication among organizers, facilitators, and over 100 participants, enhancing cohesive program delivery and engagement by 30%.

Strengthened leadership, strategic planning, and problem-solving skills through hands-on event coordination and impactful youth engagement activities.

Leadership Camp Coordinator

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Youth Impact Mission

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Coordinated a four-day residential leadership camp, successfully empowering over 50 youth through transformational leadership principles and efficient logistical support.

Highlights

Facilitated daily mentorship and value-driven leadership training sessions for high-potential youth.

Supported comprehensive logistical planning and participant engagement for all attendees, ensuring efficient program execution and a positive experience.

Actively participated in training sessions, enhancing personal growth, leadership capabilities, and understanding of social impact under the theme 'Transform the Youth, Society Transformed.'

Demonstrated strong organizational and communication skills in managing a complex residential program within a tight timeframe, ensuring all objectives were met.

Leadership Development Program Participant

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Kurumbuka Leadership Solutions

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Completed an intensive three-month residential leadership development program, acquiring practical skills in Servant Leadership and Asset-Based Community Development.

Highlights

Successfully earned a Certificate in Abundant Leadership by completing a rigorous three-month residential development program focused on practical application and community impact.

Gained practical training in Servant Leadership, Asset-Based Community Development (ABCD), and values-based decision-making principles for effective community engagement.

Led and mentored 5+ peers in community-based initiatives, fostering transformational leadership and sustainable empowerment among participants.

Enhanced integrity, empathy, and strategic thinking through experiential learning, mentorship, and collaborative group projects, contributing to measurable community outcomes.

Education

Kiziguro Secondary School

Kigali, Rwanda
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Advanced Level Math Physics and Computer Science

Courses

Mathematics

Physics

Computer Science

Ecole Secondary Murama

Kigali, Rwanda
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Ordinary Level Classes General Studies

Awards

Best Performer in KYC (Second Award)

ISON Xperience (Airtel Partner)

Awarded for continued outstanding performance and contributions to KYC compliance and verification processes, showcasing consistent excellence in fraud prevention and data integrity.

Best Performer in KYC (First Award)

ISON Xperience (Airtel Partner)

Recognized for exceptional performance and achievement in Know Your Customer (KYC) compliance operations, demonstrating high accuracy and efficiency in a critical role.

Languages

Ikinyarwanda

English

Certificates

Backend Software Development Diploma

ALTACHOOL AFRICA

Certificate of Appreciation (Protocol & Logistics Coordinator)

iDebate Rwanda

Certificate in Abundant Leadership

Kurumbuka Leadership Solutions

Leadership Course Certificate

Youth Impact Mission

Customer Care Representative (CCR) Professional Training

ISON Xperience (Airtel Partner)

Skills

Programming Languages

JavaScript, C++, HTML, CSS.

Backend Development

Node.js, Express.js.

Soft Skills

Leadership, Problem-Solving, Planning, Adaptability, Time Management, Communication, Customer Relationship Management, Active Listening, Detail-Oriented Approach, Organizational Standards, Youth Engagement, Strategic Thinking, Cross-functional Collaboration, Team Leadership, Event Coordination.

Database Management

MySQL, MongoDB.

Design Tools

Figma, Photoshop.

Office Productivity

Microsoft Word, Microsoft Excel, Microsoft PowerPoint.

Version Control

Git, GitHub.

Telecom Support

Mobile Network Issues, Tariff Plans, Account Management, Service Troubleshooting, Customer Satisfaction, Call Center Operations.

Compliance & Verification

KYC Compliance, SIM Registration, SIM Swap Operations, Fraud Risk Minimization, Biometric Verification, Regulatory Frameworks, Data Integrity, Risk Management.

References

Denis AKANDWANAHO

Trek Program Manager, +250781816568

Regine NIYORUKUNDO

In Charge Of Volunteers in Idebate, +250783050931

Gloria MICOMYIZA

Head of Camp coordinators, +250787782452

Manager, ISON Xperience (Airtel Partner)

+250736000827