Customer Service Supervisor

OKIROR JAMES PETER

Namasuba-Kikajjo, Uganda

+256-********* / +256-*********

**********.**@*****.***

PROFESSIONAL SUMMARY

Results-driven Customer Service Supervisor with over 9 years of experience in customer support, sales, and warehouse operations. Adept at leading teams, optimizing service delivery, and driving business growth. Proven ability to resolve escalations, implement efficient processes, and enhance customer satisfaction. Hands-on experience Ready to leverage expertise in customer service, sales, and warehouse management.

KEY SKILLS

Customer Service & Support

Sales & Business Development

Warehouse & Inventory Management

Order Fulfillment & Logistics

CRM Software Proficiency

Team Leadership & Training

Complaint Resolution & Retention

Administrative & Payroll Management

Call Center Operations

Data Management & Reporting

Office & Project Management

Marketing & Promotional Strategies

B2B & B2C Sales

Conflict Resolution & Negotiation

PROFESSIONAL EXPERIENCE

Customer Service Supervisor

Carlcare Service Center (Transsion Uganda) Kampala, Uganda Jan 2015 – Present

Managed high-volume customer interactions, achieving a 98% satisfaction rating.

Led a team of 32 employees, overseeing performance, training, and quality assurance.

Developed customer service strategies that reduced complaints and improved retention.

Implemented sales-driven solutions, boosting revenue and increasing cross-selling opportunities.

Managed inventory control, ensuring efficient stock handling and order fulfillment.

Handled escalated complaints and resolved service issues with a 100% success rate.

Reduced operational costs by 20% through process optimization and effective budget management.

Processed bi-weekly payroll and managed HR functions to maintain a productive workforce.

Developed and executed training programs to improve staff performance and service delivery.

Enhanced customer engagement through loyalty programs, leading to a 15% increase in repeat customers.

Spearheaded digital customer service initiatives, incorporating social media platforms for improved support.

Mobile Phone Technician & Sales Associate

Carlcare Service Limited Kampala, Uganda Feb 2015 – Jul 2018

Conducted mobile repairs, troubleshooting technical issues, and ensuring optimal performance.

Advised customers on product purchases, increasing sales by 25%.

Managed product inventory, ensuring accurate stock levels and reducing losses.

Processed warranty claims and customer inquiries with a focus on service excellence.

Applied marketing strategies to promote accessories and boost sales.

Negotiated with suppliers to improve product availability and reduce costs.

Designed promotional campaigns that resulted in a 10% increase in accessory sales.

Trained new sales associates on customer service techniques and product knowledge. Warehouse & Sales Associate (Freelance)

Independent Contractor Kampala, Uganda 2018 – Present

Managed warehouse operations, including inventory control, order fulfillment, and logistics.

Implemented stock management systems to reduce discrepancies by 30%.

Negotiated with suppliers and optimized procurement strategies to minimize costs.

Assisted in retail sales, providing excellent customer service and boosting revenue.

Ensured timely deliveries and accurate order tracking, improving efficiency by 40%.

Developed workflow improvements that reduced processing time by 25%.

Conducted safety inspections and maintained compliance with warehouse regulations.

Analyzed sales trends to forecast inventory needs and prevent stockouts. EDUCATION & CERTIFICATIONS

Bachelor of Arts (B.A.) – Public Administration & Management Kyambogo University, Kampala, Uganda Dec 2016

Certificate in Customer Experience

Carlcare Service Limited, Uganda Aug 2020

Advanced Excel & Data Management Training

Carlcare Service Limited, China Oct 2018

Customer Service Training

Transsion, Shenzhen, China 2018

LANGUAGES

English – Proficient (C2)

Swahili – Advanced (C1)

Luganda, Ateso, Lugwere – Proficient (C2)

ADDITIONAL INFORMATION

Adaptable, detail-oriented, and goal-driven professional with a strong work ethic.

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