As an IT specialist, I possess extensive experience in the telecom industry, customer support, and customer experience (CX), combined with strong data-driven problem-solving skills. My background includes hands-on work in remote technical support, network operations, fraud resolution, and CX optimization, all carried out with a practical and results-focused approach.

I have contributed to significant projects in East Africa, including the rollout of Central Technical Support for the Airtel–IBM project, where I supported large-scale service operations in a multicultural environment. I also played a key role in implementing First Call Resolution and CX improvement processes, helping to enhance service efficiency, reduce response time, and improve overall customer satisfaction.

In addition, I was involved in developing fraud detection procedures at the Lime Call Center in California through a freelance engagement, strengthening risk prevention, service quality, and operational integrity.

Beyond my technical career, I have solid customer experience (CX) exposure from working in support environments where I handled client issues, improved service delivery processes, and ensured positive user experiences across multiple touchpoints.

Alongside this, I volunteer as a translator with ProZ Bono, providing language services in French, English, Lingala, and Swahili. This has strengthened my communication skills and my ability to support diverse users through better accessibility and understanding.

I am also an entrepreneur in the IT space, having founded Maespak, an initiative focused on delivering practical IT solutions and services. Through this venture, I have developed skills in project management, client engagement, and solution delivery, while gaining deeper insight into real-world technology needs.

Fluent in French and English, I thrive in diverse teams and fast-paced environments. I am particularly interested in emerging technologies such as AI and blockchain, especially their potential to build inclusive solutions for African languages and communities.

I am committed to continuous learning, with a focus on creating value, improving customer and user experiences, and contributing positively to team success. I am especially eager to participate in development projects focused on blockchain and artificial intelligence as part of my ongoing growth journey.