Customer Service Expert
Resume:
Mercy Masette
Phone: +256-***-****** / Email: *********@*****.***
CAREER ASPIRATION
To serve both internal and external customers with exceptional customer service in line with professional ethics, integrity, honesty and transparency at all times. EDUCATION BACKGROUND
Year: 2023-2024
Institute: Uganda Management Institute
Award: Post graduate Diploma in Business
Administration (Awaiting graduation)
Year: 2001-2004
Institute: Wanyange Girls’ School
Award: Uganda Certificate of Education
Year: 2007-2010
Institute: Makerere University Uganda
Award: Bachelor of Community Psychology
Year: 1993 -2000
Institute: Entebbe Christian School
Award: Primary Leaving Examinations
(PLE)
Year: 2005 - 2006
Institute: Wanyange Girls’ School
Award: Uganda Advanced Certificate of
Education (UCE)
EMPLOYMENT HISTORY
Total Working Experience > 10 years
Employer: Mercy Masette Business Solutions
Position: Director
Period: February 2022 to date
Responsibilities
1. Offer mobile money and Agent banking services to clients. 2. Monitor and supervise employees’ daily activities & customer transactions. 3. Serve customers diligently with good customer service. 4. Resolve any and all customer queries that may arise in a timely manner. 5. Liaise with all supervisors from banks and Telecoms in order to satisfactorily serve clients.
6. Keep all customer records private and in safe custody. Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** Employer: Africell Uganda Limited
Position: Customer Retention & Loyalty Executive then Team Leader Period: January 2014 – November 2021
Responsibilities
Together as a Customer Retention team;
1. I provided personalized customer service support to corporate, mass market and internal clients both online and in person via meetings.
2. Ensured continuity of service through effective after sales support for different client products and services purchased like using a modem or router or a business internet connection set up. 3. I received and managed end to end customer complaints in liaison with the different company departments like Technical, Finance and other departments 4. Locked customers onto the network and thereby enhancing loyalty. This was done through birthday celebrations, planning and implementation of different ‘Give back’ activities to the customers like Mother’s day giveaways, Football match predictions/competitions, Customer segmentation and rewards among others activities on an annual basis. 5. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns through carrying out quarterly surveys via phone calls or short surveys for customer feedback.
6. Recommended products or services to customers according to their needs and also thoroughly explaining all product details.
7. Tracked and extracted all daily, weekly and monthly reports which information was shared with management in order to aid decision making.
Employer: Orange Uganda Limited
Position: Outbound Call Centre Agent then Supervisor Period: 2012 - 2014.
Responsibilities
Together as an Outbound call centre team;
Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** 1. I was in charge of and managed the company’s customer daily operations at the OB
(outbound) call center department.
2. Communicated and enforced shift schedules to the team members in the OB call center section.
3. Provided hands on support and guidance to Outbound-contact Centre executives during their day to day work activities.
4. Managed all escalated customer calls and queries from my OB team until resolution was achieved.
5. Followed through with all queries that were escalated by the OB team to other departments and ensured prompt resolution.
6. Monitored team performance real time to ensure that set KPI’s are achieved consistently by having month on month financial performance improvement. 7. In instances of underperformance, I spearheaded team discussions with putting in place remedial actions which included training, coaching and workforce realignment among other activities for better results.
8. Always checked for and confirmed the availability of working tools, systems and equipment at the executives’ work stations. Any anomalies were immediately reported to the IT team for resolution.
9. Carried out daily calls trend analysis, identifying priority areas of concern and referred these to management or appropriate departments/individuals for action. 10. Attended management meetings and reported all team challenges to the management team for proper handling and resolution.
11. Extracted all daily, weekly and monthly performance reports which assisted to track the team’s performance but also reports shared with top management especially with capturing the customers’ voice.
Employer: Orange Uganda Limited
Position: Contact Centre Inbound Executive
Period: 2011 – 2012
Responsibilities
1. Resolved customer queries and updated customers on the company products and services and took ownership of any issues raised until resolution is achieved. Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** 2. Achieved productivity performance standards set by the company. 3. Continuously identified better ways of work and shared these with the team and management. 4. Promoted and maintained a high quality, professional, service oriented company image among peers and customers.
5. Escalated customer queries that were not resolved at first point of contact following the second and third level escalation levels in the contact center via the escalation matrix process. Employer: The Ssemwanga Centre group limited Kampala Position: Research Assistant
Period: 2010 - 2011
Responsibilities
1. Carried out training sessions in the community for the coffee research project at the time. 2. Carried out monitoring and evaluation of the field work activities of the project. 3. Collected and gathered data from all farmers in the research area. Employer: The Electoral Commission Uganda
Position: Post Display Officer
Period: 11th August 2010 – 30th August 2010
Responsibilities
1. Assisted community members to access the details of the National Voters’ Register. 2. Educated the general public on the importance of displaying the register. 3. Made corrections to the register and forwarded these to the Elections office. 4. Distributed the voters’ cards to their rightful owners. Employer: The Harris Saloon Entebbe
Position: Cashier
Period: 2006 – 2007
Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** Responsibilities
1. Managed the Saloon cash register.
2. Made sure customers paid their bills.
3. Ensured the neatness/cleanliness and smooth running of the saloon. 4. Looked out for the welfare of the saloon in general. KEY ATTRIBUTES & SKILLS
Excellent communication and problem solving skills,
Strong leadership and team management skills
Ability to work in fast-paced environment
Strong attention to detail and analytical skills
Sociable and Compassionate
Patient and Understanding
Team player
Hardworking and Dedicated
LANGUAGE PROFICIENCY
Language Listening Writing Reading
English Excellent Excellent Excellent
Lumasaba Excellent Very good Very good
Luganda Excellent Very good Very good
Lusoga Excellent Good Very Good
Runyankole Good Fair Fair
Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** REFERENCES
1) Ms. Irene Kengonzi
Customer Experience Officer I&M Bank, Uganda
Mobile: +256********* / Email: *********@*****.*** 2) Ms. Marion Namusone
Formerly Head of Customer Experience Africell Uganda Ltd Mobile: +256********* / Email: ******.********@*****.*** 3) Mr. Simon Kizito
Course Coordinator School of Psychology
Makerere University Kampala
Mobile: +256********* / Email: ***********@*****.*** Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** Mercy Masette
Phone: +256-***-****** / Email: *********@*****.*** Mercy Masette
Phone: +256-***-****** / Email: *********@*****.***
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