Sylvia Musinzi

Results-oriented Operations and Customer Experience professional with over 5 years of experience managing end-to-end customer and employee-facing processes in fast-paced, fully remote, and globally distributed environments. Adept at owning complex operational workflows from initiation to completion, with a strong track record of maintaining accuracy, compliance, and exceptional stakeholder experience across every touchpoint. I hold a Professional Diploma in Customer Experience and a Bachelor of Science in Foods, Nutrition, and Dietetics.

This foundation has sharpened my analytical thinking, attention to detail, and people-centered approach to operations and communication. I bring a genuine passion for technology, automation, and continuous improvement, and consistently seek opportunities to streamline processes, reduce friction, and scale operational excellence. Experienced in cross-functional collaboration across distributed, asynchronous teams, I excel at managing multiple priorities independently while remaining a proactive and dependable team contributor.

My communication style is precise, professional, and empathetic. This is whether handling sensitive documentation, coordinating across departments, or supporting individuals navigating complex processes for the first time. I am highly organised, compliance-aware, and comfortable working with confidential data and legally binding documentation with the discretion and accuracy these demand.

Proficient in Zendesk, Freshdesk, Intercom, HubSpot CRM, Salesforce, Slack, Google Workspace, Asana, Notion, and Zoom. I bring experience analysing operational trends, maintaining knowledge resources, and identifying automation opportunities that improve efficiency at scale. Deeply aligned with Remote's mission to make global employment accessible and equitable.

I am eager to contribute to an onboarding experience that sets a new standard for international employees and the organisations that trust Remote to employ them.

Community Support Manager (Part-time, Remote) - Covidence - Remote

(2023-01 - 2025-01)

• Answered 10,000+ customer questions and provided comprehensive information about products or services
• Resolved 5000+ customer issues and problems promptly and efficiently
• Provided technical support to 200+ customers, resolving their technical difficulties effectively
• Processed 100+ customer orders and returns accurately and efficiently
• Collected feedback from 50+ customers to identify areas for improvement
• Answer customer questions and provide information about products or services
• Resolve customer issues and problems
• Provide technical support
• Process customer orders and returns
• Collect feedback from customers
• Identify and escalate customer issues to the appropriate team
• Contribute to the development of customer support policies and procedures

Scholarship coordinator (Part-time, Remote) - Covidence - Remote

(2022-01 - 2022-12)

Combining creativity, strategic thinking, and analytical skills to create and manage compelling content that drives engagement and brand awareness.

• Ensured the scholarships are awarded fairly
• Maintained accurate records
• Increased engagement with scholarship recipients
• Helped in tracking and evaluation of scholarship recipients and program
• Streamlined the work process in the scholarships selection panel
• Contributed towards the growth of our platform users
• Providing guidance and support to scholarship recipients throughout the award process
• Providing regular reports and updates on scholarship program outcomes and impact
• Maintaining accurate records of scholarship recipients
• Organizing and coordinating the scholarship selection committee
• Reviewing and evaluating scholarship applications for errors and missing information
• Developing a comprehensive content strategy that aligns with the brand's objectives and target audience
• Staying updated with the latest trends, news, and developments and adapting content strategies accordingly

Field Supervisor - Catholic Relief Services

(2021-09 - 2023-09)

• Increased data collection efficiency by 20%
• Reduced data collection errors by 15%
• Developed and implemented new data collection protocols that improved data quality
• Trained and supervised a team of 10 data collectors
• Resolved all data collection issues promptly and effectively
• Oversee and direct data collection activities
• Train and supervise data collectors
• Monitor and ensure data quality
• Resolve data collection issues
• Report on data collection progress
• Ensure compliance with data collection protocols
• Maintain communication with project stakeholders

Nutrition Research Consultant - Africa Harvest BioTech Foundation

(2021-01 - 2021-08)

• Ensured the scholarships are awarded fairly
• Maintained accurate records
• Increased engagement with scholarship recipients
• Helped in tracking and evaluation of scholarship recipients and program
• Streamlined the work process in the scholarships selection panel
• Providing expert advice and guidance
• Participate in the pre-test and promoting the study in the study location
• Recruiting participants and collecting data
• Data collection for a Food Atlas validation and Food consumption survey
• Assisting in the data analysis process
• Staying current with latest research trends

Systematic review Assistant - Campbell collaboration

(2020-01 - 2020-11)

• Ensured Better compliance with best practice guidelines
• Increased transparency and reproducibility
• Increased efficiency and speed of data synthesis
• Importing references from endnote
• Screening titles
• Full text review
• Data Analysis
• Final manuscript production

Professional Diploma - Customer Experience - The CX Academy (2025-01)

Master of Science - Foods, Nutrition and Dietetics - Kenyatta University, Nairobi Kenya (2018-01 - 2020-01)

Bachelor of Science - Foods, Nutrition and Dietetics - Kenyatta University, Nairobi Kenya (2013-01 - 2017-01)

St.

Josephs Girls High

School, Kenya (2008-01 - 2011-01)