Candidate Profile

RESUME
SIMONWANDA
P.O. Box 8166, Kampala
Tel: (+256) 752 – 232655, (+256) 772 – 120 784
Email: simonwanda3@gmail.com
PROFILE
A highly motivated and experienced customer service advisor with five years in the telecommunications department. Focused on providing a first class customer experience and resolving any queries, complications or issues that may arise. An excellent telephone manner and enthusiastic approach combined with a genuine warmth and dedication to customer satisfaction willing to relocate anywhere authorized to work in the Uganda for any employer
EDUCATION BACKGROUND
YEAR
INSTITUTION
AWARD
2007 – 2012
Makerere University
Bachelor’s Degree in Procurement and supply chain management
2005 – 2006
Yale High School
Uganda Advanced Certificate of Education (U.A.C.E)
2001 – 2004
ST Noah Mawaggali Senior Secondary School
Uganda Certificate of Education (U.C.E)
OTHERS
MTN E-LEARNING
Attained Certificate in Customer Service
Focus Areas
– Developing Strong Customer Relationships
– Managing difficult customers
– Anger management
– Organization development and ethics
– Working in multicultural environments
EMPLOYMENT HISTORY
CUSTOMER SERVICE ADVISOR (MTN SERVICE CENTER.
Exquisite SolutionAgency placed in MTN uganda AUG-2017 to 31st OCT 2019
Duties as a service center advisor
* Resolving all customer queries to completion at very point of interaction
* Receiving bill payments from customers and invoicing
* Guiding customers on how to use my MTN APP
* Floor management. Every week on Friday I manage the floor by guiding customers on the requirements needed to get the service, managing the QMATIC system to book tickets for customers evenly
* Handling bulk corporate registration, bulk payments, bulk corporate sim swaps.
* Handling bulk mobile money transactions on daily basis
* Drive revenue through device sales on daily basis; sell phones, desk phones Mi-fi modems, tabs, voice and data bundles
* Consistently looks for opportunities to streamline and improve working efficiencies through customer interactions
* Create sales lead for dedicated internet services, SME solutions, kazi bundles CUG and postpaid customers
* Cross selling and up selling available MTN products and solutions to customers
CUSTOMER CARE REPRESENTATIVE (MTN CALL CENTER.
NFT agency placed in MTN Uganda-January 2014 to April 2017
Part of a busy customer service team providing front line support for valued customers.
Duties
* Receiving and dealing with all initial customer communications, by phone, mail and face to face
* Guiding all customer issues to a satisfactory conclusion
* Assisting management with customer service policies
* Creating and maintain customer call logs
* Promoting the supportive image of the company in every way possible
* Cross selling and up selling products and services offered by MTN Uganda
* Escalate calls to relevant departments when required
* Counsel customers on options for service and Coverage
* Analyze competition service packages for benchmarking
INTERNSHIP TRAININGAUGUST 2010 TO DECEMBER 2010
Ministry Of Energy and Minerals Development
I undertook my training in the Procurement and Disposal unit and was exposed to the whole procurement and disposal process in atypical Government Entity. Being the line ministry responsible for Energy and Minerals, the range of procurements included Goods, Services and Consultancy from both local and International vendors.
The funding was from Government of Uganda and the Donor Communities. Best practices from the PPDA and the World Bank were emphasized skills
Work Duties in PDU.
• Preparing PP and RFP forms to be used by contracts committee.
• Preparing monthly reports for submission to contracts committee and PPDA
• Processing supplier’s local purchase orders on computerized Govt system.
• Organizing Bid documents and regularly contacting suppliers
• Management of the prequalification process of all suppliers in the ministry and making sure that procurement work is done according to the PPDA Act.
• Compile all procurement needs of different user departments
OTHER SKILLS
* Strong organizational, administrative and inter-personal skills
* Workload and time management
* Excellent telephone manner
* Dedicated, driven and pro-active
* Confident communicator
* Supportive of junior staff members
* Able to remain calm in challenging situations
REFFEREES
KEITH KEZEKIA WAMIMBI
Sales Manager
Access IT Limited
P.O. Box 23913, Kampala
Contact : +256772233339
E-mail: kwamimbi@accessit.co.ug
JOHNSONS BLAZE ABIGABAH
TOUCH POINT SUPERVISOR
MTN UGANDA
Contact.+256772122115
Email.Bake.Abigabah@mtn.com
SYLVIA KAGGWA
Cabin crew manager
Uganda Airlines
Contact: +256772121703
E-Mail: sylviakaggwa@gmail.com