Customer Operations & Customer Service Coordinator

KANEZA DAVINA VANESSA

Customer Operations • Coordination • Customer Service

Kicukiro, Kigali, Rwanda • +250-***-***-*** • *********@*****.*** PROFESSIONAL SUMMARY

Customer-focused and detail-oriented professional with experience spanning startup operations, customer service, hospitality bookings, B2B marketing, team coordination, and event support. As Co-Founder of a growing delivery business, built customer service processes from the ground up while overseeing HR, contracts, operations, client communication, and team coordination. Experienced in resolving complaints and cancellations, coordinating people and workflows, maintaining accurate records, and following tasks through to completion. Adaptable, proactive, and comfortable working independently. WORK EXPERIENCE

OPPI (Delivery Services), Kigali, Rwanda Feb 2026 – Present Co-Founder — Customer Operations, HR & Marketing

• Launched customer-facing operations for a delivery startup, growing to 1,980+ completed deliveries and counting.

• Manage customer complaints and cancellations directly, resolving an average of 100 cases per month while maintaining service quality.

• Draft and manage contracts with riders and dispatchers, ensuring clear terms and smooth working relationships.

• Lead recruitment and onboarding: hired 30 riders, with 20 more in the pipeline, and 4 dispatchers.

• Lead and coordinate a marketing team of 7, including client outreach and account management during the launch phase.

• Oversee day-to-day HR functions, hiring, onboarding, and team coordination across core areas of the business.

• Use the OPPI dispatch system, Excel, WhatsApp Business, and Instagram to manage logistics, records, and customer/vendor communication.

Mackenzie Safari, Kigali, Rwanda Feb 2022 – Feb 2024 Front Desk Operator / Tour Guide / Reservations

• Managed bookings and reservations, handling changes and cancellations promptly and professionally.

• Greeted and welcomed guests, providing a strong first point of contact and positive customer experience.

• Handled guest inquiries and concerns directly, resolving issues to maintain guest satisfaction.

• Provided tour guiding services, combining product knowledge with clear, friendly communication. Kigali Public Library, Kigali, Rwanda May 2024 & Sep–Oct 2024; Jan 2026

Event Usher

• Welcomed and directed guests during library-hosted events, ensuring smooth flow and a positive visitor experience.

• Assisted with event coordination and provided information to attendees.

• Returned in 2026 to support another major library event, demonstrating reliability and professionalism. Simba Safari Oct 2018 – Nov 2019

Intern (A-Level Attachment)

• Completed a structured internship as part of A-Level Tourism studies.

• Gained foundational experience in safari tourism operations and customer-facing roles.

• Developed communication and hospitality skills in a professional environment. EDUCATION

High School Diploma – A-Level (Tourism) 2018 – 2021 Completed Advanced Level with a focus on Tourism, building a practical foundation in hospitality and travel. KEY SKILLS

• Customer Service & Complaint Resolution • Project & Workflow Coordination

• Communication & Stakeholder Support • Follow-up & Task Management

• Team Leadership & Coordination • HR, Hiring & Onboarding

• Booking, Reservation & Cancellation Management • Contract Drafting & Vendor Management

• Event Support & Coordination • B2B Client Outreach & Account Management

• Attention to Detail & Problem Solving • Tools: OPPI Dispatch System, Microsoft Excel, WhatsApp Business, Instagram

LANGUAGES

English – Fluent • Kinyarwanda – Native / Mother Tongue

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