Email: firstname.lastname@example.org TEL: +256(0)754446166 +256(0)706730880
A highly efficient individual who has extensive in-depth experience in operations and administration. Possessing a wide range of abilities from providing support and leadership to staff right through to being able to successfully manage teams. Able to control relationships among the target audience by interacting with people from all back ground. Organized and adaptable with several years’ experience working in various office environments. My attention to detail and excellent time management skills means that every task is completed efficiently and to the highest possible standard. I have calm and patient disposition I am proficient when working in a team, but also work well independently. I am flexible, always focused and maintain a calm and professional demeanour, even when working under pressure. I am confident that with my skills and experience, I would make an excellent member of your team. I have excellent organization and communication skills meaning that I excel at leading a team and ensuring that all assignments are completed on schedule. I am dedicated and keen to learn new skills to improve any experience for the benefit of me and the company that I work for. I am a very motivated person who is very keen to have a successful career. I am now looking forward to making a significant contribution to an organization that offers a genuine opportunity for my prosperity
August, 2019 - date
Telesales Representative, M-KOPA solar
While here, I am responsible for developing, planning and championing campaigns to contact customers for upgrade products to improve company sales, revenue and profits.
I support on operations management as a Team leader sit-in, I manage the day to day operations particularly team’s attendance, productivity and service levels in order to achieve the overall customer department objectives and key results.
During my position as a Team leader sit-in, I am a point of contact for people in case of any challenges encountered and as well escalate those that require a next level supervisor to resolve which clears any blocks to individual and team performance.
I support on people management as a Team leader sit- in I am a Point of contact between HR Business partner and the customer care agents on people related topics, policies and disciplinary issues affecting the team which improves individual productivity.
I support on reporting and analyzing functions related to the team objectives and Key results like team and individual conversion in the expiring campaign.
I follow-up on prospects who promise to upgrade and complete sales which has improved sales volumes, revenue and company profits.
I escalate Customer queries and follow up on resolution which has improved customer loyalty towards the company products and services.
I correctly update the Call Log for every customer/ dealer/agent interaction which eases future interaction with the a customer and as well used as referral which has eased and improved customer handling.
I educate current and potential customers with product and service information available which has fulfilled customers needs and satisfaction.
December, 2018 - July,2019
Territorial Revenue Executive, DLIGHT Design Uganda
In this role, I was responsible for developing, planning sales campaigns to increase revenue from existing accounts and find new strategies on how to improve on company sales and profits.
Developed and implemented strategies on how to update customers about their account details which Improved customer loyalty towards the company.
Escalated and followed up to ensure proper actions were taken on customer’s requests and complaints. This improved customer satisfaction and as well increased sales by approximately 15%.
Provided payment reminders to clients on a daily basis. This increased the company’s revenue by about 2%.
Trouble-shot with clients and solved the minor queries telephonically. This improved customer satisfaction as well as revenue.
July, 2018 – November, 2018
Customer Service Retainer, TECHNO Brain Uganda
While here, I was responsible for providing excellent customer service throughout the organization, handling face to face inquires and reminders to customers for payment updates in accordance with company policies.
Specified and escalated priority complaints to ensure proper action taking. This improved customer satisfaction as well as customer loyalty towards the company products
Provided payment reminders to clients, this improved company revenue by about 30%.
Notified and educated clients about the company’s new products and offers. This increased sales as well as revenue to the company.
Handled minor customer complaints telephonically. This improved customer loyalty towards the company and its products.
Promoted excellent customer relationships by resolving customers’ queries on both mobile and landline in a call centre environment. This provided instant feedback to customers on any form of misunderstanding thus led to customer retention.
Supported effective communication between company and its customers through making out bound calls to ensure that customers are satisfied with our products. This provided information about customers’ needs for better satisfaction.
Resolved customer complaints by identifying problems and taking appropriate corrective action – resulting in increment about 50% increment in the department’s efficiency.
Demonstrated professional etiquette and manners when interfacing with customers which resulted in about 30% improved feedback from customers.
Improved the effectiveness of customer service department by around 20% through providing training for and setting up training materials.
Integrated a complex customer feedback system that took feedback and complaints from customers to manage the system better.
Increased by about 55% customer base by providing training to new customer service representatives.
Reduced by about 30% customer complaints through the implementation of a dedicated complaint handling cell to cater to escalated grievances.
Retained a corporate client (who was a victim of bad customer services from a customer service representative) by providing him with incentives
Organized service workflow to meet the influx of customers, thereby streamlining workflow issues.
Wrote an employee’s manual on the Dos and Don’ts of customer service.
December, 2014 – June, 2018
Sales Executive, Oriflame Sweden
While here, I was responsible for developing relationships with customers, recommending solutions, providing support, information and guidance, researching and recommending new opportunities, recommending profit and service improvements, reviewing sales performance, and negotiating contracts and packages with an aim of improving and achieving company targets.
Sold and delivered company products as per the client’s order at their own convenience. Improved sales by approximately 20%.
Developed and implemented strategies on how to get new clients as well as retaining the existing market. This increased the market share as well as increasing sales.
Sustained maximum customer relations by ensuring good customer services. This increased sales and customer satisfactions.
Provided relevant information to customers hence improving the brand awareness of the company.
Conducted trainings and company meetings.
Developed marketing strategies like creating brand awareness by issuing fliers to potential customers.
Ensured compliance with health and safety legislation as well as conducting skin testing. This sustained good organization image and relationship with customers.
Facilitated effective communication though providing continuous and timely feedback to customer queries, complaints and general information inquiries in line with the company policy hence the company was able to retain its loyal customers.
Consistently maintained sales volumes, product mixes and selling prices by keeping current with supply and demand and changing market trends
Increased customer base by employing strategic sales initiatives
Trained sales officers and supported staff members within a short time span of 2 years
Designed and implemented a strategic business plan, resulting in expanding the company’s customer base by 58%
Retained the company’s top 10 customers in the wake of strict competition, by devising and presenting them with discount options
Developed and implemented a sales forecast system, that dynamically calculated future sales and constraints
Maintained proper data for each client, their needs and dates for renewal of policies.
Processed customer accounts. In this role I help customers calculate the monthly rates, giving them the best way to collect payment or periodic rates payable by the customer.
July 2017 – September 2017
Internee, Ministry of Health
While here, provided administrative clerical work; made outgoing calls and received calls, filed documents and organized meetings which improved efficiency in the administrative department.
Enhanced data integrity through data cleaning coding and filing. This eliminated errors and duplicates in the data hence maintained accurate and complete data for proper planning and decision making.
Confirmed the accuracy and completeness of data by re-performing procedures/cross checking data collected before entering them in the system. This prevented inconsistences thus captured the right information.
Drafted proposals with the team members, Persuaded solving of organizational problems.
2015 - 2019
Bachelors of Arts in Economics
Makerere University, Kampala
2013 - 2014
Uganda Advanced Certificate of Education
Kawempe Muslim Secondary School
2009 - 2012
Uganda Certificate of Education
Kawempe Muslim Secondary School
Tel: +256 (0-703-***-***
Dlight Solar Uganda Limited
Tel: +256(0)701 652 500
Techno Brain Uganda
School of Business and Management Sciences
Makerere University, Kampala
Phd Candidate Wageningen University
Head of Department Budget and Finance
Ministry Of Health
I, the undersigned, certify that to the best of my knowledge and belief, this data correctly describes me, my qualifications, and experience.