Jean Claude Muhire

Jean Claude Muhire

About

Detail

Operations | Customer Experience | Strategy | Supply chain
Kigali, Kigali City, Rwanda

Timeline

work
Job
school
Education
folder
Project

Résumé

Jobs verified_user 0% verified
  • Wasoko
    Senior Manager - Logistics & Operations
    Wasoko
    Sep 2024 - Current (2 years 2 months)
    Heading both logistics and fulfillment center operations in Rwanda

    KPIs;

    1. Shrinkage / Damage Rate: 0.02% >
    2. Operations Cost Vs NVM 3.7% >
    3. NMV Ratio% 95%
    4. Picking Productivity 2.5 Tons/Hour per picker
    5. Loading Productivity 5T Tons/Hour per picker


    JD:

    - Ensure superior customer experience through a perfect order that is delivered in full and is on time.
    - Oversee a network of multiple Warehouses across Rwanda with 15% - 20% Growth MOM
    - Lead and Educate Country and Branch Managers in identifying key performance improvement indicators, targeting opportunities for improvement, adopting best practice processes and successfully executing improvement i
  • Wasoko
    Hub Logistics & Warehouse Manager
    Wasoko
    May 2023 - Oct 2024 (1 year 6 months)
    Leading both logistics and customer service at Kigali hub.

    KPIs

    Customer Service (transport & delivery operations)

    1. Transport cost per order (TCPO $)
    2. Fuel cost per order (FCPO $)
    3. Vehicle capacity utilization
    4. Transport costs vs Revenue (%)

    Logistics (fulfillment center)

    5. Inventory accuracy (%)
    6. Damage rate(%)
    7. Cash settlement (%)
    8. Shrinkage report (%)


    Ensure operational KPIs are met and exceeded and the business has visibility on the performance of the branch
    Drive teams to achieve consistent delivered in full on time (DIFOT)
    Ensure inventory accuracy and receivables is maintained above 99% of the time
  • Wasoko
    Customer Service Manager
    Wasoko
    May 2022 - May 2023 (1 year 1 month)
    -Ensures all customer orders are delivered OTIF in accordance to predetermined SLAS
    -Ensures that orders are assigned to the right DA
    -Categorizing orders with priority levels, bulkiness and advice on loading
    -Enhance the customer experience journey by promoting customers retention
    -Ensure DAs turnaround time is optimized thus monitoring slack performance per DA
    -Maintain an up to date record of all the 3P vehicles assigned, fueling and mileages.
    -Supervise a team of dispatch leads and DAs
    -Ensures DAs are not overwhelmed with orders by distributing them to either replenishment agents or other agents in the same region
  • Wasoko
    Customer Support Representative
    Wasoko
    Dec 2021 - May 2022 (6 months)
    • Keep up with order delivery data.
    • Infer from up to date customer service feedback channels for pending delivery leads.
    • Make follow up communication to the SW customer and relevant logistics team for pending orders.
    • Update feedback channels to logistics teams and relevant order delivery data platforms.
  • Z
    Sales & Customer Experience Manager
    ZEBRA Supermarket ltd
    Jan 2021 - Dec 2021 (1 year)
    • Identifying customer needs and taking proactive steps to maintain positive experiences.
    • Motivate the sales team to meet sales objectives by training and mentoring staff.
    • Create business strategies to attract new customers, expand store traffic, and enhance profitability.
    • Develop and arrange promotional material and in-store displays.
    • Prepare detailed reports on buying trends, customer requirements, and profits.
    • Perform inventory control to avoid over stock and low stock.
    • Ensure that all products are properly tagged and labeled.
    • Find external market to supply meat products and ensure good communication with existing customers.
  • MTN Rwanda
    Customer Support Team Lead
    MTN Rwanda
    Aug 2018 - Apr 2020 (1 year 9 months)
    • Create a long-lasting and mutually beneficial relationship with MTN clients.
    • Conduct regular site survey and customer visit to ensure there are satisfied with MTN internet services.
    • Tracking project progress and develop detailed report on completed and ongoing task.
    • Evaluate customer support team and assist them improve their performance when in need.
    • Develop daily work plan and follow up on its implementation.
    • Identify challenge on the field and request for MTN third line support if needed
    • Work Jointly with project officer and field engineers to develop weekly and monthly tickets report.
    • Follow up on new connection installations and ensure that customers are reaching their desired bandwidt
  • MTN Rwanda
    Project & Customer Support Officer
    MTN Rwanda
    Feb 2018 - Aug 2018 (7 months)
    • Respond to all incoming MTN customer’s calls, emails and assist them accordingly.
    • Keep track of recurring issues and report clients’ feedback to other teams.
    • Perform basic remote troubleshoots, Deploy Field Engineer for advanced support.
    • Provide first-class customer support and maintain good relationship with customers.
    • Assign appropriate field engineer to the raised ticket (issue).
    • Update current progress on raised tickets
    • Document tickets' information for future reference
Education verified_user 0% verified
    Projects (professional or personal) verified_user 0% verified