CUSTOMER CARE OFFICER
Iam a self-motivated, result oriented customer care advisor. With broad experience in customer service. Iam customer centric and easily adopt to change in a dynamic environment.
With over 7 years of experience in customer service, working with Uganda telecom call centre. l have attained problem solving skills, excellent written and verbal communication skills, interpersonal skills, excellent knowledge on customer care processes and procedures and excellent people management skills as a customer care advisor and as a team leader .
Bachelor of Procurement and Logistics Management at Uganda Christian University, Mukono
Uganda Advanced Certificate of Education at St Joseph’s College, Namagunga
Uganda Advanced Certificate of Education
Uganda Certificate of Education at Kampala Citizens College
Uganda Certificate of Education
Primary Leaving Examination Certificate at Successive Parents School
Primary Leaving Examination Certificate
September 2017- present
DISPTACH TEAMLEADER DISPTACH TEAMLEADER at UGANDA TELECOM CALL CENTER
• Handle incoming calls from extensions, and offer solutions to customer queries while maintaining the set standards of customer contacts. • Log customer queries, follow-up, verify and analyse in detail customer complaints to offer fact backed solutions to queries. • Use appropriate Call centre systems, applications, processes and procedures to resolve customer issues accurately and promptly at every point of contact according to the set rules and regulations. • Exercise empathy, patience and professionalism at all times in responding to customers regardless of the issue or customer’s demeanour and must successfully handle difficult or sensitive issues. • Develop comprehensive knowledge of company products by researching and revising material on product information and product changes. • Educate and advise customers on all aspects of UTL Products and services to enhance customer satisfaction • Execute outbound calls to customers to offer feedback and telesales to ensure customer satisfaction to enhance customer retention and ARPU. • Respond to queries that come through email i.e. ISP_Dispatch@utl.co.ug • Perform any other relevant duties that may be assigned from time to time • Coordinate ISP BUZ presentations • Designed a timetable for sending ISP shift issues on every shift to the supervisor.
January 2017 – August 2017
BACKOFFICE TEAM LEADER at UGANDA TELECOM CALL CENTER
• Responsible for the development and motivation of assigned employees and ensuring they have the necessary tools and information. • Identify individual training needs and develop plans for immediate and long-term performance improvements • Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction. • Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted. • Facilitate customer satisfaction by receiving escalated queries, following up and resolving issues in an effective manner as well as control escalations to other departments. • Participate in special projects and support teams by providing information and reports. • To ensure that communications and computer equipment is available and in good working order by checking on the equipment a daily basis (e.g. computers and applications, extensions, handsets and headsets) • Uphold the company’s policies and procedures and reinforce the customer service values throughout the section • Prepare daily and weekly reports that communicate customer feedback and Agent Performance. Achievements: • Hitting call centre performance , fcr (first call resolution) target 90% • Spearhead in house training , with at sectional team level
August 2016 –December -2016
RETENTION TEAM LEADER at UGANDA TELECOM CALL CENTER
• Supervised outbound team to ensure they followed computer-generated lead order and exhibited courtesy at all times. • Did spot-check listening in on calls to make certain team followed provided scripts. • Motivated team to meet monthly goals and beat other teams in the Centre. • Set monthly and daily sales goals for outbound call team according to company objectives. • Ensured customer relationship management as a core basis for customer retention and loyalty. • Execute all outbound calling projects that arise from time to time. Achievements: • Designed a customer profile database which will be updated from time to time. • Conducted customer satisfaction surveys and health checks. • Would proactively analyse revenue (usage) to identify potential churn and take corrective action-(segmentation) of customers according to monthly, quarterly and annual usage). • Best team in the expo competitions.
June 2012- July 2016
FLOOR TEAMLEADER at UGANDA TELECOM CALL CENTER
Responsibilities • Support the supervisory team in attaining the agreed service level, efficiency abandonment rate targets and ensuring quality through real time monitoring of agent performance. • Provide hands on support to the agent team in order to achieve customer satisfaction and departmental objectives. • Identify and highlight training needs to both the supervisory team and call centre trainers to ensure they are addressed. • To motivate, mentor and coach the front office team also help them in the development and achievement of individual goals. • Prepare coaching feedback reports of assigned team members and follow-up on the development plans approved by the team supervisor. • Manage call centre operations to meet KPI targets and evaluate staff performance in line with KPI, s targets. • Prepare call centre performance reports by collecting, analysing, and summarizing data and trends. • Manage escalations from the supervisory team • Liaising with supervisors, fellow team leaders and support departments to gather information and resolve issues Achievements: • On each given shift l would monitor the CMS systems to ensure that the agent team is in the right place at the right time so as to meet the service level efficiency and abandonment rate targets. • Coaching of the new agent team how to multi-task.
August 2010 – May2012
CUSTOMER CARE ADVISOR, at UGANDA TELECOM CALL CENTER
Responsibilities • As a first line contact, attending to customer queries on line as regards internet configurations and usage problems in addition to GSM and Landline phone usage. • Escalating and Dispatching of complex cases for further attention at a higher level when deemed necessary. • Breaking down of complex information for a wide range of customers in regard to the company products to ease their usage. This is in addition to tele selling of company products through tele marketing and cross/ up selling. • Customer complaint resolution/ coordination with minimal supervision. Achievements: • Multi taking skills • Trouble shooting skills • Customer care skills
PROCUREMENT INTERN – ACTION AID INTERNATIONAL UGANDA at UGANDA TELECOM CALL CENTER
Responsibilities • Bid evaluation • Coordinating periodic and annual procurements with the Components. • Preparation of local purchase orders, verification of tax invoices, delivery notes, inspection of reports and other documents for processing of payments. • Maintenance of a reliable procurement and disposal database and safe custody of all procurement documents, • Generation of activity progress reports, monthly reports and any other reports necessary for procurement activities and management, • Organizing Contacts Committee meetings, and presenting reports/requests for the contracts Committee’s approval/award. • Preparing monthly vehicle fleet reports. • In liaison with the Components, formulating Procurement Plans and recommend appropriate procuring and disposing procedures. Achievements: • Procurement skills.
- CUSTOMER CARE SKILLS
- REPORT WRITING SKILLS
- COMMUNICATION SKILLS
- IN INTERPERSONAL SKILLS
- PEOPLE MANAGEMENT SKILLS
Supervisor Call Centre
Mr. Baluku Edson
Exquisite Solution Limited,
Client Relationship Manager,
Mr. Musoke Steven,
Action Aid International Uganda,