Gabriella Umutoni
Gooderich,Sierra Leone
Summary
Dedicated and focused Project Management Specialist with over 10 (ten) years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
6
6
years of professional experience
Work History
Project Manager
Aberdeen Women Clinic NGO
Sierra Leone, Sierra Leone
01.2022 - 12.2023
- Established and implemented objectives and goals for the project which focused the logistics of sensitization, awareness raising and communities’ engagements for potential patients in urban and rural Sierra Leone
- Led the nursing and surgical team on patience awareness and preparation on non-medical for incoming surgeries and medical procedures for visiting patience
- Arranged with the team for accommodations and transportation of in-patient and out-patient for post operations of patients
- Coordinated with Ministry of Health and Sanitation on the national policy to guide the implementation of obstetrics fistula in Sierra Leone
- Delegated tasks and led a team of 10 operations staff that supported the department for the preparation of medical teams and patients alike
- Executed project plans to achieve target sets and part of the annual planning and work plan development
- Maintained project goals and shared quarterly and monthly updates with both donors and Government for lessons learned and monthly monitoring, reporting and evaluation
- Lastly, developed the knowledge management data base for best practices and lessons learned for each round of surgeries to plan for the next batch of patients and to implement according to national policies.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
- Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
Business Development Assessor
Innovation SL
Sierra Leone, Sierra Leone
01.2021 - 12.2021
- Accessed the potential and eligibility criteria of the applicants before proceeding with due diligence who were placed in the business incubation to receive funding from Invest Salone
- Evaluated market trends, competition, business planning process, financial projection for successful applicants to develop and grow their businesses
- Managed startups with refined strategies and improved their prospects of securing funding and other business resources
- Evaluated businesses viability, risks and potential for success to graduate them to the next level from micro-enterprises to medium enterprises.
- Conducted assessments and interviews with clients to determine eligibility for services.
- Facilitated group meetings, provided resources to participants and monitored progress towards goals.
- Analyzed data collected from assessments and developed individualized service plans based on client needs.
Operation Manager
Kenya Commercial bank(KCB)
Rwanda, Rwanda
01.2019 - 12.2020
- Managed the delivery of quality service to customers and clients whilst adhering to the national compliance regulations from the Rwandan Central Bank
- Offered high level customer satisfaction through operational effectiveness and efficiencies whilst resolving customer complaints and providing effective resolutions to clients’ issues
- Ensured effective resolution of Audit issues and head of operations to ensure banking regulations were adhered for bank operations
- Confirmed adherence to policies, processes, procedures which documented operating standards (SOP’s) including compliance with AML/KYC guideline
- Supervised the operations staff of 18 and set work plans for annual objectives planning and bank goals.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
Customer Care Team Leader
Kenya Commercial bank(KCB)
Rwanda, Rwanda
01.2018 - 12.2018
- Managed customer relationships with high level clients to enhance business growth through cross selling of bank products & services, revenue collection and cost management as well as drove customer education and customer retention
- Captured, analyzed, resolved and escalated customer complaints including correspondences within defined TAT (spell out TAT what does it stand for?)
- Provided customer feedback and ideas on service improvements to branch management to improve service delivery and ensure timely submission of relevant reports
- Made calls to request feedback for high level clients and business entities to ensure they were fully aware of all our services and products.
- Developed strategies for improving customer satisfaction and loyalty.
- Monitored team performance metrics, including call quality and average handle time, to ensure high-quality customer service standards were met.
- Directed and coordinated customer care teams to effectively meet customer service goals.
Project Manager & Coordinator
Ignite Power Sierra Leone
Sierra Leone, Sierra Leone
- Managed the startup project in Sierra Leone, developed and trained local staff to empower themselves and created job opportunities, including distribution, logistics, installation of systems connectivity for off-grid solar systems, to enable rural areas access power
- Supported the rollout of the new products and services to wholesalers and retailer alike
- Developed annual workplans and strategy for increased market penetration and revenues generation.
Call center Manager
Ignite Power Rwanda LTD
Rwanda, Rwanda
- Responsible for managing coaching and driving the performance of customer service team to achieve KPls
- Ensured consistently high level of customer excellence at all time
- Responded to customer feedbacks and suggestions to improve service delivery
- Developed and implemented customer service center dealing with day to day operational and account issues.
Operations Manager
Serve and Smile
Rwanda, Rwanda
- Startup Off Grid Solar Company delivering power solutions to rural areas
- Full coordination of customer requirements and installation coordination
- Worked with management to support the strategy and workplans for the roll out of the marketing and distribution of services.
Education
Accounting & Business Administration (BscB.Sc.) - Accounting And Business Management
University of Rwanda
Kigali01-2014
High School Diploma -
High School
Kigali02-2010
Skills
- Computer Skills, Full Microsoft office Suite
- Social Media Marketing
- Accounting and Banking Software
- Project Management
- Project Tracking
- Contract Management
- Compliance Monitoring
- Project Planning
- Client Relations
- Customer Relations
- Business Analysis
Personal Information
Nationality: Rwandan
Languages
- English, Excellent, Excellent, Excellent
- French, Excellent, Excellent, Excellent
- Kinyarwanda, Excellent, Excellent, Excellent
- Swahili, Good, Fluent, Good
References
Availability upon request
Languages
English
Full Professional
French
Native/ Bilingual
Swahili
Full Professional
Kinyarwanda
Native/ Bilingual
Timeline
Project Manager
Aberdeen Women Clinic NGO
01.2022 - 12.2023
Business Development Assessor
Innovation SL
01.2021 - 12.2021
Operation Manager
Kenya Commercial bank(KCB)
01.2019 - 12.2020
Customer Care Team Leader
Kenya Commercial bank(KCB)
01.2018 - 12.2018
Project Manager & Coordinator
Ignite Power Sierra Leone
Call center Manager
Ignite Power Rwanda LTD
Operations Manager
Serve and Smile
Accounting & Business Administration (BscB.Sc.) - Accounting And Business Management
University of Rwanda
High School Diploma -
High School
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