Customer Service Support

OKIROR JAMES

NAMASUBA -KIKAJJO, *** ******, UGANDA +256-*********/ +256-********* **********.**@*****.*** PROFESSIONAL SUMMARY

Experienced Customer service expert bringing 9 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. SKILLS

Problem-Solving Customer Relations Team Building and Leadership

Complaint resolution Time Management Decision-Making

Service Delivery Optimization Call Center Operations Training and mentoring

MS Office Customer Service Customer Relationship Management

(CRM)

CRM software proficiency Call Monitoring Delegating Work

Training programs Records Management One Call Resolution

Call Center Management Sales Support Customer escalations

New Hire Training Administrative Management Employee Supervision

Inventory Management Office Management Payroll Administration

Project Management Problem-solving abilities

EXPERIENCE

Customer Service Supervisor

Carlcare service canter (transsion Uganda) Kampala, Uganda January 2015 - Current

Resolved escalated customer service inquiries and complaints to maintain satisfaction target of 98%.

Managed high call volume of more than 80% while maintaining exceptional quality standards in line with company expectations

Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices after every 3 days.

Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics in the whole of East Africa one region in 2023.

Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention to maintain set target of 98%.

Played an active role in continuous improvement initiatives aimed at optimizing service delivery processes to more than 85%.

Trained new customer service representatives on company policies and procedures.

Mentored junior representatives, leading to increased productivity of about 6000 repairs and improved skill sets within the team.

Supervised large teams with guidance, support and direction for high-quality customer care.

Fostered positive work environment, leading by example and encouraging open communication among team members.

Improved team morale and reduced turnover through regular training sessions and team-building activities.

Set achievable targets for individual team members and provided ongoing support towards meeting goals, satisfaction at 98%, second returns below 3%, income target more than 50,000usd.

Implemented strategies like 100% follow up on closed orders to improve overall customer satisfaction rates based on feedback data.

Handled escalated complaints from customers, working to provide satisfactory resolutions to ensure 100% satisfaction goal.

Managed office and team operations in line with budgets and timelines of setting up office minimum office expenses of below 10,000$

Devised metrics for measuring staff, customer service and business outcomes and tracked performance in CRM system.

Completed bi-weekly payroll for 32 employees.

Mobile Phone Technician

Carlcare Service Limited Kampala, Uganda

February 2015 - July 2018

Reset and restored mobile operating systems such to factory default settings to correct software-based faults and monitored the performance 100%

Collaborated with team members to troubleshoot complex technical issues related to mobile devices.

Provided advice to consumers on safety and reliability of third-party replacement parts at 80% consumption ratio.

Collaborated with team members to improve overall efficiency and quality of mobile phone repairs target of second returns

<3%

Offered 100%guidance to consumers on purchasing mobile phone accessories.

Backed up and restored user data to replacement devices, maintaining 100% strict customer privacy protocols.

Contributed to higher levels of customer retention through prompt communication regarding repair status updates and follow-up calls post-repair completion.

Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates

Decommissioned unwanted consumer devices, safeguarding remaining data through reliable destruction methods like software formatting to 100%.

Applied external accessories such as screen protectors, skins and more as part of the service to attain 98% set target for customer satisfaction.

Adhered to all safety guidelines when handling potentially hazardous materials or using specialized tools.

Provided excellent customer service by addressing inquiries and resolving complaints 100%.

Completed warranty paperwork for qualifying repairs or replacements accurately and efficiently. EDUCATION

Certificate in customer experience - Customer experience Carlcare service limited, Uganda

August 2020

Awarded customer experience certificate.

Advanced excel and data management training - Data Management Carlcare service limited, China

October 2018

Studied abroad at Transsion in Shenzhen china

UGANDA ADVANCED CERTIFICATE EDUCATION - ARTS

Highlight Secondary School Kadama, KIBUKU

December 2012

Awarded advanced certificate of education (GCE)

LANGUAGE

ENGLISH

Proficient (C2)

Swahili

Advanced (C1)

Luganda

Proficient (C2)

Ateso

Proficient (C2)

Lugwere

Proficient (C2)

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