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Doreen

Kabasomi
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Head of Customer Relations

Phone Number: +256730730700
Date of Birth: 02/10/1975
Gender: female
Marital Status: Married
Salary Expectation: 6,000,000/= gross
Driving Permit: Yes
Personal Statement:

A professional result oriented person with excellent communication skills, with proven abilities in Team building, Motivation, Leadership skills, training and maintenance of effective processes of operation. Self-motivated and hardworking with experience in management and Customer service. Good interpersonal, problem solving and communication skills, a team player with the ability to use own initiative and work in a busy environment.

Education

2years

post graduate at Makerere

PGDCS

Experience

3years

Head of Customer Relations at K2 Telecom

1. Oversee the daily running of the contact centre to ensure interruptions to the business are minimized by ensuring high quality performance through performance management 2. Supervising and coordinating the activities of the contact center team to ensure quality service, minimize errors and improve performance (inbound, outbound, 2nd line support/ complaint management, contact center operations/ back office, attending issues raised through web and social media) 3. Review the Customer Relations Department performance, identify training needs and co-ordinate training 4. Escalation and follow-up of customer issues to ensure they are promptly addressed and that complaint resolution is achieved within the agreed SLAs by liaising with all internal and external stakeholders 5. Report to superiors any internal or external issues/matters that are of interest for the department and or the company by taking accountability for the generation of accurate reports daily/ weekly/ monthly or as may be required. 6. Search, explore and understand the present market trends of customer behaviour, and Customer Satisfaction in line with the company strategy and objectives 7. Building effective relationships with customers both internal and external by carrying out internal activities as part of the support team 8. Define and document all contact centre processes and routines for work flow and procedure 9. Participate in the recruitment/selection of staff, training & induction of new hires to ensure adequate staffing with the customer relations department 10. Have full view and understanding of the telecom market and its players 11. Ensuring compliance to agreed SLAs, regulatory and other applicable legal requirements 12. Develop KPI¨s sufficient for the department 13. Manage and maintain the customer base by understanding Customer migration, customer growth and customer churn related issues through creating retention and customer loyalty campaigns. 14. Administering of performance reviews, meeting with both the employee and thoroughly documenting the entire process.

Skills

  • Training skills
  • Leadership skills
  • Management skills
  • computer skills
  • People Management skills
  • Contact center management
  • Negotiation skills
  • Team building skills
  • Interpersonal skills
  • Public speaking skills

Languages

LanguageSpokenWritten
English yesyes
luganda yesno
Lugungu yesno

References

Marion Namusone

Africel – Telecom Uganda Limited

Head of Customer Experience

+256 790 790010

marion.kibalama@hits-telecom.com

  • Customer Service
  • Updated 4 years ago

To contact this candidate email kabasomi@hotmail.com

Contact using webmail: Gmail / AOL / Yahoo / Outlook