CURRICULUM VITAE
PERSONAL DETAILS
Name: Stuart Arinaitwe
Email: asastuart77@gmail.com
Mobile: 0703059108/0788238543
PERSONAL DETAILS
I am an adaptable and enthusiastic individual, who takes great pride in his work, communicates well and is able to form working relationships quickly with a wide range of people and is computer literate.
KEY SKILLS
Technical Skills
• System Administration
• Data support
• Hardware maintenance and repair
• Knowledge of Microsoft 365 and Office365
• Experience and working knowledge of CRM e.g., Salesforce
Personal Skills
• Good communication skills
• Flexible
• Team Player
• Excellent analytical problem-solving skills
CERTIFICATES
• Certificate in system Administration
• Certificate in Customer Care, Communication Skills and Tele-Sales
• Certificate in Customer Service Excellence
EDUCATION
• Currently enrolled for CPA Level One.
• Bachelor’s degree in Business Administration, Kampala International University. Modules studied: All compulsory modules to graduate.
• Uganda Advanced Level Certificate, Namirembe Hillside High School. History, Economics, Divinity, Entrepreneurship and General Paper.
• Uganda Certificate of Education, Namirembe Hillside High School. 9 subjects including Mathematics and English.
EMPLOYMENT
January 2020 to date
Liquid Telecommunications Uganda Limited T/A Liquid Intelligent Technologies
Customer Experience Representative
Main Responsibilities
• Actively participates in the Handover process to new corporate clients by training the clients about what services they have subscribed to, what is expected of their connection, who to contact when they need an after-sales service and what the Infocom connection comes with.
• Executes all activities as regards to Retention by immediately solving corporate customer complaints, queries or requests and restoring goodwill with them.
• Manages the customer Churn rate by proactively identifying high-value customers who are thinking of leaving Infocom by finding ways of keeping them.
• Cross and up sells Infocom’s products by regularly training and updating customers on the benefits of existing and new Value-Added Services to boost customer retention and increase revenue.
• Conducts “Customer Needs Analysis” to identify key customer requirements, market trends and recommends the right solutions to the customer.
• Conducts “Internal Customer Satisfaction Surveys” on a weekly basis to get feedback from customers on their perception of the service. This information provides clues on the areas that are working well and the areas that need attention and improvement.
• Prepares and Submits weekly Reports for purposes of collecting feedback for Management.
• Participates in Customer Care Projects and performs any other duties that may be assigned by the Customer Care Manager.
• Populate Sales Force with correct contacts and details of the customer.
• Build beneficial customer relationships through meetings and other sales activities to convince and maintain customer relationships.
August 2017
Infocom Uganda Limited
Customer Experience Representative
Main Responsibilities
• Actively participates in the Handover process to new corporate clients by training the clients about what services they have subscribed to, what is expected of their connection, who to contact when they need an after-sales service and what the Infocom connection comes with.
• Executes all activities as regards Retention by immediately solving corporate customer complaints, queries or requests and restoring goodwill with them.
• Manages the customer Churn rate by proactively identifying high-value customers who are thinking of leaving Infocom by finding ways of keeping them.
• Cross and up sells Infocom’s products by regularly training and updating customers on the benefits of existing and new Value-Added Services to boost customer retention and increase revenue.
• Conducts “Customer Needs Analysis” to identify key customer requirements, market trends and recommends the right solutions to the customer.
• Conducts “Internal Customer Satisfaction Surveys” on a weekly basis to get feedback from customers on their perception of the service. This information provides clues on the areas that are working well and the areas that need attention and improvement.
• Prepares and Submits weekly Reports for purposes of collecting feedback for Management.
• Participates in Customer Care Projects and performs any other duties that may be assigned by the Customer care Manager
• Populate Sales Force with correct contacts and details of the customer.
• Build beneficial customer relationships through meetings and other sales activities to convince and maintain customer relationships.
June 2013 to August 2017
Data Support, ISON BPO Uganda
Main Responsibilities
• Provide solutions to customers internet problems
• Responsible for trouble shooting, diagnosing wimax problems
• Monitoring wimax, microwave, fiber accounts
• Providing inbound and outbound data support to corporate customers
• Provide data support requested electronically
• Provide data support telephonically
• Provide support to field engineers
May 2013
Data Support, WARID Telecom Uganda
Main Responsibilities
• Provide solutions to customers internet problems
• Responsible for trouble shooting, diagnosing wimax problems
• Monitoring wimax, microwave, fiber customers
• Providing inbound and outbound data support to corporate customers
• Provide data support requested electronically
• Provide data support telephonically
• Provide support to field engineer
November 2011-May 2012
Customer Care Advisor, WARID Telecom Uganda
Main Responsibilities
• Acting as a main link between WARID customers and the company
• Establishing customer’s product preferences
• Provide solutions to customers problems
• Provide quality customer service on every call
• Promote teamwork and call center success
November 2011
Customer Care, Communication and Tele-Sales advisor, WARID Telecom Uganda
Main responsibilities
• Establishing customers product preferences
• Acting as a main link between WARID customers and the company
• Educating WARID customers about the company’s products
January-February 2010
System administrator, The ICTLabs Ntinda
Main Responsibilities
• Backup Power management
• Hardware maintenance and replacement
• Computer disassembly and assembly
• Client OS, hardware faults and solutions management
• DOS for system administrators
• Sys admin and control panel
• Structured networks and cabling installations
• Network configurations in TCP/IP
• Network management for work groups
• Corporate anti-virus
• Domains and domain controllers
• Network printing
• Server management active directories, DHCP, DNS, file servers
• Network and system security
• Wireless networks
• Corporate internet setup in wired and wireless networks
• Client and server email configuration
PERSONAL INTERESTS
I love watching soccer, playing chess and scramble
LANGUAGE S SPOKEN
I can speak Rukiga, Runyakole, Luganda and English
REFEREES
Edwin Muwanga
Uganda Revenue Authority
dwnmuwanga4@gmail.com
0704889101/0772141710
Enos Kamanyire
Bank of Uganda
P.O Box 7120 Kampala
ekamanyire@bou.or.ug
0782206520
Skills
Education
- Kampala International University3 years : Bachelors Of Business Administration
Grade / GPA : 3.55
Qualification : Degree
Experience
- LIquid Intelligent Technologies11 : Customer Experience Representative
Yearly Salary : shs.27,000,000 gross
Job Duties :Main Responsibilities • Actively participates in the Handover process to new corporate clients by training the clients about what services they have subscribed to, what is expected of their connection, who to contact when they need an after-sales service and what the Infocom connection comes with. • Executes all activities as regards Retention by immediately solving corporate customer complaints, queries or requests and restoring goodwill with them. • Manages the customer Churn rate by proactively identifying high-value customers who are thinking of leaving Infocom by finding ways of keeping them. • Cross and up sells Infocom’s products by regularly training and updating customers on the benefits of existing and new Value-Added Services to boost customer retention and increase revenue. • Conducts “Customer Needs Analysis” to identify key customer requirements, market trends and recommends the right solutions to the customer. • Conducts “Internal Customer Satisfaction Surveys” on a weekly basis to get feedback from customers on their perception of the service. This information provides clues on the areas that are working well and the areas that need attention and improvement. • Prepares and Submits weekly Reports for purposes of collecting feedback for Management. • Participates in Customer Care Projects and performs any other duties that may be assigned by the Customer care Manager • Populate Sales Force with correct contacts and details of the customer. • Build beneficial customer relationships through meetings and other sales activities to convince and maintain customer relationships.