Customer Service Care

ANDREW KAWALYA

E-mail: *************@*****.***

Tel + (1-978-*******

**** ********* ****** ********* ** 01876

PROFILE:

An Ambitious, highly motivated and energetic executive with excellent communication and customer care skills.

Career Goal:

A qualified professional with strong leadership, communication and interpersonal skills, seeking to share knowledge and best practices in strengthening the empowerment of communities in this ever-challenging global environment. I aim to find a challenging position that meets my competencies, capabilities, skills, education and experience

SUMMARY

Experience in providing customer support in a busy environment. A result orientated professional with a proven ability to get results, generate revenue, improve service as well as reduce costs.

Communication

I have strong communication skills with exceptional experience of managing people, developing/maintaining strong relationships with the media and community at different levels both in the urban and rural areas.

Experience working with Individual Customers, Corporate Clients, NGO’s District leaders, local council leaders and community opinion leaders,

Community Mobilization and Training

I have administered training and development needs assessments as well as routinely provided training to consumers on company services and products, through mobile clinics and community mobilizations under Marie Stopes International.

PROFESSIONAL EXPERIENCE

Independent Contractor Driver

McKesson/Capstone Logistics

Bedford New Hampshire.

Key responsibilities:

Delivery of Medical supplies to hospitals and pharmacies within Massachusetts and New Hampshire.

Customer service.

Stock reconciliation and management.

Service Representative

Lincare Inc. - Wilmington MA

Key responsibilities:

. In charge of a team of outdoor staff including drivers,sales personnel and customer service representatives.

. Making route plans for delivery drivers and making sure they office staff and outdoor staff work together .

. Coordinating with drivers on how best to serve clients in the field.

. Training of new recruits on the day to day duties in the field and office.

. Answering calls and making sure previous calls are followed up to client satisfaction .

. Training and certification of new recruits.

Quality Control Operator / Chemical Operator

Koch Membrane Systems – Wilmington MA

Key responsibilities:

•Performing all quality control procedures for fibers, spiral and tubular products.

•Making sure all products produced are in spec.

•Handle training of new temp to permanent employees

•Processing of products and post processing

•Quality control and testing of products to establish whether they meet the required standards.

Regional Sales & Customer Manager -Mid West & Central Region

Marie Stopes Uganda (MSU) (February 2013 - January2015)

Co-developed on the job training program that reduced training time from seven weeks to four weeks

Contributed to a 10% sales increase in 2014 by improving lead-generation and sales tracking techniques

Key responsibilities:

• Handle customer inquiries, complaints and product questions

• Customer value and demand creation

• Train consumers on existing and new products to ensure understanding of the product and services offered

• Customer management and satisfaction (effective distribution through resellers/customer satisfaction)

• Customer value and demand creation

• Value creation enablers (Human, information, organizational capital)

• Monitoring and execution of all sales promotional activities in the region

Customer Service Manager

Uganda Breweries Limited (2010 Jan to 2013)

Key responsibilities:

• Training of new recruits in customer care

• Run bar activations and consumer engagement promotions

• New Product sensitization training to the team that will be handling the particular product.

• Handled incoming calls from clients

• Responded to inquiries

• Resolved problems and correcting client perception

• Provided quotes and executed online negotiations with clients

• Work towards improvement and achievement of gross targets and revenues.

• Ensure action plans for acquisition, distribution and gross revenue properly managed at territorial level.

Pearl Estates Uganda (May 2010 to Jan 2013)

Key responsibilities:

• Handled incoming calls from clients

• Responded to inquiries

• Resolved problems and correcting client perception

• Provided quotes and executed online negotiations with clients

• Work towards improvement and achievement of gross targets and revenues.

• Ensure action plans for acquisition, distribution and gross revenue properly managed at territorial level.

Regional sales manager - Mid Western Region

Celtel Uganda limited trading as Zain Uganda (September 2008-April 2010)

Key responsibilities:

• Design and implement regional sales plans in line with the distribution strategy.

• Continuously monitor dealer performance vs. target & mitigate corrective measures

• Monitor competitor trade activities and advise according

• Prepare management review reports as per scheduled timing

• Identify potential sub-dealers in the zone and help in setting up

Trainee- Entebbe International Airport Uganda

(August 2004 – January 2006)

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

• Officially commended for initiative enthusiasm, tenacity, persuasiveness intense customer focus and dependability

Key responsibilities:

• General duties in offices and on the tarmac

• Handling departures and arrivals in terms of checking passengers and their luggage.

• Preparing monthly sales reports

• Quality Assurance Control

LEADERSHIP AND PERSONAL SKILLS & COMPETENCIES

Acquired in the course of life and career but not necessarily covered by formal certificates and diplomas

• Planning and innovation

• Commitment

• Collaboration

• Integrity

• Focusing on clients and open to feedback

• Promoting vision and mission of organization

EDUCATION

• Bachelor’s degree in Tourism – Institution Makerere University

• UACE certificate – Institution Old Kampala Senior Secondary School

• UCE certificate -Institution Old Kampala Senior Secondary School

REFEREES:

1. Ms. Maggie Senkaali

Administration Manager

Spectrum

Contact: +1-647-***-****

Email: *******@*****.***

1470 Williamsport Drive Mississauga, Canada.

2. Cortini Tyler

Manager Owner

CVT LLC

77 lock st.Nashua

New Hampshire.

3. Henry Mulcahy

Production Manufacturing Engineer

Koch Membrane Systems

Contact: 508-***-****

Email: *****.*******@*******************.***

Contact this candidate