Candidate Profile

Karuhije Muhumuza Joseph
Kakiika Mbarara
Phone: +256772121240/782424092
Email: karuhij@gmail.co.ug

A results-driven individual with strong academic credentials combined with “real world” business experience and a diverse background of extra-curricular activities and interests. Possess strong leadership, project management skills along with the ability to deal creatively and practically with business administrative needs and interacts effectively with colleagues and clients.

1. EDUCATION AND QUALIFICATIONS

Year Bachelor’s Degree University
2004 -2008 •
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• BA.Tourism Management:
Modules included;
Introduction to Information
Technology and computer applications.
Quantitative and communication skills.
Human resource management Basic Accounting.
Transport Systems management.
Public relations
International Relations
Principles of geographical information systems. Makerere University
Kampala

A. Schools and Other Formal Training (MTN Academy,UACE and UCE certificates)

No. Qualification Obtained School/Institution Year of completion
1. Analyzing financial statements for non-financial professionals. MTN Academy 2017
2. Brand Management for social media and wireless technologies. MTN Academy 2017
3. Attracting new investors-
Focused presentations MTN Academy 2017
4. Problem solving and Process Management tools. MTN Academy 2017
5. Fundamentals of organizational behavior. MTN Academy 2016
6. Human Resource Development. MTN Academy 2016
7. Business Execution: Linking strategy to people operations MTN Academy 2016
8. MTN Uganda – Project MTN Academy 2014
Management.

9. Managing Your Career:
Leveraging the Performance Appraisal. MTN Academy 2014
10. Business Planning
Essentials: Performing Key Analysis. MTN Academy 2013
11. Uganda Advanced
Certificate Education
(UACE) Valley College 2003
12. Uganda Certificate Education (UCE) St. Joseph’s vocational School 2001

3. EMPLOYMENT RECORD

A. Present Post
Exact Title of Post Name of Employer From Month/Year To Month/Year

(CM&T) Customer
Management and Training Coordinator MTN UGANDA December 2013 Present Day

Address of employer : Plot 77 Yusuf Lule road
Type of Organization : Private
Description Of Duties:
 Coordinating all Quality Assurance and Training needs initiatives in MTN Uganda to achieve minimum of 50% set Service level agreements.
 Support and administer IT systems that support MTN customer feedback process ensuring in compliance to company’s standards.
 Support research, monitoring market trends and participating in developing concepts that enhance the MTN brand in line with the required guidelines.
 Liaising with legal team and all MTN stake holders, ensuring the customers are handled within the MTN brand and regulatory guidelines that lead to customer satisfaction and reduced or no risk to shareholder market values.
 Writing and presenting reports to Customer Management and Training Management team and senior customer management department with anticipated results from customer centric projects.
 Actively collaborating with all MTN departments like Marketing, human resources, legal and ensuring that there is compliance of the customer centricity initiatives towards MTN brand standards.
 Planning and coordinate Customer service internal and external centricity activities such as Customer Appreciation week, MTN Kampala marathon.
 Managing MTNs relationship with the regulator (UCC) by and following up on customer issues to ensure timely closure.
 Fully support MTN business review processes.
 Manage departmental employee rewards
 Support MTN budget & business planning process ensuring 10% minimum saving is acquired.
 Administrator Customer feedback initiative.
 Timely weekly, monthly, quarterly and annual reports.

B. Previous employment details

Exact Title of Post Name of Employer From Month/Year To Month/Year

Customer
Retention
Executive
MUBS
Entrepreneurship Centre/MTN September 2008 November 2013

Address of employer :
Plot M118 Old Port bell Road
P.O Box 1337, Kampala – Uganda
Type of Organization : Government/Private

Description Of Duties
 Proactively made outbound calls to customers that qualify sales leads from various sources (welcome calls, health check calls, up and cross-selling calls).
 Provided a high level of customer service. (speed, quality, reliability, simplicity)
 Gave advice and educating customers on technicalities of all MTN related products and services.
 Utilized appropriate Customer Service IT systems, processes and procedures to support work.
 Resolved customer issues as deemed appropriate and at first point of contact.
 Met call center performance goals and objectives.
 Made sure the company brand values are used in dealings with customers and colleagues.
 Took on extra responsibilities and duties as required by the company.

C. Previous Post- continued

Exact Title of Post Name of Employer From Month/Year To Month/Year
Travel consultant I – Travel Ltd July 2007 August 2008
Address Of Employer :
Rwenzori Courts building,
Kampala- Uganda Reason (s) for leaving:
End of employment contract

Type of Organization: Private
Description Of Duties:
 Identified and developed a new market for inbound and outbound holiday packages.
 Coordinated all the Visa handling requirements and maintained the regular updates to the customers.
 Provided technical and application support to uplift customer care, tour planning, packaging and costing.
 Information dissemination, marketing and sales.

D. Internship

Exact Title of Post Name of Employer From Month/Year To Month/Year
Trainee
Information Assistant Uganda Tourist Board January 2005 March 2005
Address Of Employer :
Plot 13/15 Kimanthi Avenue, Impala house
Kampala- Uganda Reason (s) for leaving:
End of internship program

Type of Organization: Government

Description of Duties:
 Identified and developed a new market for inbound and outbound holiday packages.
 Coordinated all the Visa handling requirements and maintained the regular updates to the customers.
 Provided technical and application support to uplift customer care, tour planning, packaging and costing.
 Information dissemination, marketing and sales.

4. MAJOR SKILLS AND BEHAVIORAL CHARACTERISTICS ACHIEVEMENTS

 Academic – bachelor’s degree.
 3 years customer handling and 4 years customer management skills.
 Interpersonal skills.
 Excellent Communication and analytical skills  High level of integrity.
 Able to work as part of a team and to develop subordinates  ICT data analytical and Microsoft office packages, skills.
 Performance oriented.
 Excellent administrative and project management skills.
 Organizational, coordination and networking skills.

LANGUAGE PROFFICIENCY
Language Read Write Speak
English Good Excellent Good
Luganda Fair Good Good
Runyankole/Rukiga Good Good Good
Rufumbira/Kinyarwanda Good Fair Fair

In addition to the above I am self-motivated team player, always ready to work under minimum supervision, well equipped with eight years working experience, flexible and to learn on any given opportunity to work for private or government organization.

5. REFEREES

Full Name Full Address & Email Occupation Phone Number
Timothy Serwadda MTN Uganda
Timothy.Serwadda@mtn.com Program
Manager 0772120063
Patrick Tugume MTN Uganda
Patrick.Tugume@mtn.com Training supervisor 0772121469
Murungi Alex
Uganda Revenue Authority murungibya@yahoo.co.uk URA Customs
supervisor 0782429154