Bernice Iradukunda
Tolleson
Summary
I'm a highly organized and detail-oriented professional known for my exceptional multitasking abilities, strong communication skills, and proactive approach to problem-solving, with a keen eye for accuracy and a dedication to maintaining confidentiality. I contribute to streamlined operations and facilitate seamless work-flow. Seeking an opportunity to contribute to the success of a dynamic organization by leveraging my knowledge.
Overview
11
11
years of professional experience
Work History
Human Resources Associate, Service Center
Abbott
12.2023 - 01.2025
- Delivered exceptional HR support to global Abbott employees via multilingual service channels, ensuring timely and professional responses.
Consistently met and exceeded pre-established schedules aligned with dynamic business needs.
Maintained expertise through ongoing training, resolved complex issues, and identified process improvements to enhance efficiency and service quality.
Ensured compliance with corporate standards while managing high-volume tasks with precision and a customer-focused approach.
Collaborated with hiring managers and recruiters to open job requisitions and process promotions, terminations, and equity adjustments.
Customer Service Specialist
Accenture
11.2021 - 12.2023
- I perform advanced root cause analysis on customer issues leading to resolution( understand incident resolution processes with focus on appropriate routing of tickets by following the company processes and procedures to ensure the best outcome for our customers by identifying situations that require supervisor or management intervention and escalate them accordingly
- Managed a large portfolio of client accounts, ensuring timely and effective communication.
- Provided solutions to client concerns and maintained high satisfaction rates.
- Collaborated with internal teams to enhance service delivery and meet key performance metrics.
Administrative Manager
Private Notary's Office
01.2020 - 09.2021
- My primary responsibilities were to perform effectively all administrative tasks by mainly assisting clients with document preparation by drafting and reviewing various legal documents such as contracts, wills, powers of attorney, and affidavits
- I was also in charge of scheduling client meetings and appointments by maintaining an organized calendar for the notary to avoid conflicts and ensure timely execution of appointments and to Communicate with clients, attorneys, and other stakeholders to confirm and reschedule appointments as needed
- Moreover, I was in charge of customer Service and Client Support by addressing client inquiries and provide guidance on legal processes
- Invoice organisation
- Administrative operations
- Data entry documentation
Enumerator(3 Months Contract)
Rwanda Agriculture Board
08.2019 - 12.2019
- Company Overview: Africa Rice Center
- In August, I had a temporary contract with Africa Rice Center through RAB(Rwanda Agriculture Board) to be part of their team of enumerators that collected data on nutrition and rice farming among smallholder rice farmers in the Southern Province of Rwanda
- Africa Rice Center
Enumerator( 3 Months Contract)
Laterite
04.2019 - 07.2019
- I was a data clerk for the University of Carolina cookstoves project with Laterite Company
- I was part of a big team collecting and cleaning data from rural households
- Prepared and conducted interviews with relevant parties to obtain information required for research purposes
- Encouraged household participation with census duties, providing assistance and explaining procedures
- Supported data accuracy by double-checking information with participants in line with company standards and procedures
IT Specialist
COMPUTER BYTES
01.2018 - 02.2019
- I served as an IT technician in computer Bytes with key responsibilities of providing technical assistance and troubleshooting for hardware, software, and network issues, responding to help desk tickets and resolve user problems promptly, conducting system diagnostics to identify and resolve issues
- Install, configure, and maintain computer networks and related hardware (routers, switches, firewalls), monitor network performance and security, ensuring optimal operation, set up and manage user accounts, permissions, and access rights and other related tasks
Data Collector and Translator( 1 Year Contract)
CIAT
01.2017 - 12.2017
- Company Overview: International Center for Tropical Agriculture
- Within this period, I have participated in more than 4 surveys and M&E studies at the International Center for Tropical Agriculture(CIAT).
- I have worked with their climate change agriculture and food security (CCAFS)-Rwanda Climate Services for Agriculture project, and the Feminization Agricultural Transition and rural employment (FATE) project in their baselines and regular Monitoring and Evaluation studies
- Translated live recordings in real-time with accuracy and composure, Inspected translations word-for-word for grammar and spelling faults
- International Center for Tropical Agriculture
HR Specialist
MTN RWANDA CALL CENTER
01.2015 - 01.2017
- I was responsible for a wide range of tasks related to recruitment, employee relations, performance management, compliance, and employee engagement
- Coordinated full-cycle recruitment, including job postings, candidate screening, interview scheduling, offer letters, background checks, and onboarding, ensuring seamless transitions from applicant to employee.
- Supported new hire orientations, managed welcome packets, and responded to inquiries, ensuring a positive and efficient onboarding experience for new employees.
- Utilized Workday and Microsoft Outlook to schedule interviews, document candidate interactions, and generate detailed talent acquisition reports (weekly, monthly, and annual).
- Partnered with IT teams to manage new hire equipment requests, ensuring timely submissions and troubleshooting special requests, enhancing overall onboarding processes.
- Administered HR and recruitment policies, ensured compliance with federal, state, and local employment laws, and contributed to process improvement initiatives to drive efficiency.
Customer Service Representative
MTN-Rwanda Call Center
01.2014 - 01.2015
- I was responsible of giving support to customers by providing helpful information, answering questions, and responding to complaints
Education
Masters - Management
Warsaw School of Business
Warsaw, Poland10-2023
Bachelors in Business Information Technology -
University of Kigali
Kigali, Rwanda01.2018
High School Diploma - Computer Science
SOS Technical School
Kigali, Rwanda, RwandaSkills
- Zendesk
Additional Information
- I’m currently based in Tolleson, Arizona, and I’m open to relocation.
- Authorized to work in the US; no sponsorship required.
Languages
2,A2,3,B1,6,C2,6,C2,6,C2
Timeline
Human Resources Associate, Service Center
Abbott
12.2023 - 01.2025
Customer Service Specialist
Accenture
11.2021 - 12.2023
Administrative Manager
Private Notary's Office
01.2020 - 09.2021
Enumerator(3 Months Contract)
Rwanda Agriculture Board
08.2019 - 12.2019
Enumerator( 3 Months Contract)
Laterite
04.2019 - 07.2019
IT Specialist
COMPUTER BYTES
01.2018 - 02.2019
Data Collector and Translator( 1 Year Contract)
CIAT
01.2017 - 12.2017
HR Specialist
MTN RWANDA CALL CENTER
01.2015 - 01.2017
Customer Service Representative
MTN-Rwanda Call Center
01.2014 - 01.2015
Masters - Management
Warsaw School of Business
Bachelors in Business Information Technology -
University of Kigali
High School Diploma - Computer Science
SOS Technical School
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