Candidate Profile

Experience

• TURACO INSURANCE COMPANY
   December 2022 to date :  Customer Relationship Associate
   Yearly Salary : 1200000
   Job Duties : 
  • Listening to customers’ concerns and handling complaints and returns. • Giving detailed explanations of services or products. • Working with a sales team to create better methods to address customer complaints. • Reviewing customer accounts and transactions while resolving issues. • Communicating with customers in-person, through email or chat, over the phone or on social media. • Receiving orders, calculating charges and processing payments. • Monitoring customer satisfaction levels. • Referring customers to superiors when necessary. • Champion opportunities to consistently improve the Turaco experience • Map and develop holistic customer journeys with listening points and feedback loops at varying stages • Execute research and analyze qualitative and quantitative data to evaluate customer experience • Collaborate with Partnerships, Operations, and Call Center teams to improve the customer relationship, satisfaction and retention, incorporating feedback and insights into the sales and claims process • Assist in defining criteria and KPIs to measure the Customer Experience improvements • Create appropriate tools (i.e., project status reports, dashboards) to measure the progress against the goals and report to senior management
• AIRTEL UGANDA
   August 2021 – November 2022 :  Sales Executive
   Yearly Salary : 900000
   Job Duties : 
  • Visiting potential customers to prospect for new business. • Identifying and following up Sales prospects/ opportunities that are generated through leads, calling, referrals from existing clients and other channels. • Maintaining and developing relationships with existing customers via constant communication. • Gathering market and customer information. Representing Airtel at trade exhibitions, events and demonstrations. • Gathering information and informing Sales and Marketing, on competitor business’ events, promotions, products and price trends. • Ensuring all contracted revenue streams from won opportunities are being invoiced and accounted for. • Building beneficial customer relationships through meetings and other sales activities to convince and maintain customer relationships. • Documenting and maintaining relevant proposals, contracts and letters on Sales. • Coordinating with the Technical Team for Solutions management. • Correcting contact and details of the customers. • Any other duties as may be assigned from time to time. • Training of newly recruited partners on how to use the Airtel services.
• iSON BPO UGANDA LIMITED (AIRTEL UGANDA)
   Aug 2020 – July 2021 :  Customer Care Representative
   Yearly Salary : 700000
   Job Duties : 
  • Made outbound calls marketing and selling different Airtel products to the customers • Called and convinced many customers who are not active on Airtel money to start using it. The conversion rate was good and was able to earn bonus. • Made timely submission of reports basing on feedback from customers and the success rate on a daily and weekly. • Handled several customer complaints and ensured first Call Resolution is undertaken and where need be, escalated. • Answering incoming calls for customers • Providing solutions to customers • Selling Airtel products and services • Attending to any other duties assigned e.g. like call quality checks. • Carrying out confidentiality with customer’s information and accounts. • Ensuring safety, efficient and effective use of all materials including equipment allocated to me during work like computers. • Trouble shooting and escalating issues. • Training Agents in new batches. • Helping agents on the floor get used to the systems and their applications
• VINCO INVESTMENTS UGANDA LIMITED
   February 2019 – July 2020 :  Accounts Officer
   Yearly Salary : 650000
   Job Duties : 
  • Writing in ledgers and balancing off books of accounts. • Preparing staff salaries. • Filling taxes. • Managing petty cash. • Preparing financial statements. • Balancing books of Accounts. • Carrying out banking duties. • Maintaining account payables and receivables. • Entering new employees into the system. • Recording and forwarding of customers’ suggestion. • Receiving and filling of invoices from suppliers, receipts and bank records. • Supervision of workers in carrying daily routine activities. • Ensuring orderly and effective store management and preparing monthly reports. • Writing Stock reconciliation reports. • Filling payment vouchers
• TERRACE PARK
   February 2018 – November 2018 :  Accounts and Administration Assistant
   Yearly Salary : 600000
   Job Duties : 
  • Record Keeping (receiving and recording of cash from waitresses, waiters and bookings. • Recording and forwarding of customers’ suggestion. • Receiving and filling of invoices from suppliers, receipts and bank records. • Supervision of staff in carrying daily routine activities. • Ensuring orderly and effective store management and preparing monthly reports. • Writing Stock reconciliation reports. • Entering new employees into the system.

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