Candidate Profile

                                                                  RESUME

                                                                 MOHAMMAD GABIRALI

                                                  Phone: 0772120712 / 0784 483 866

                                                  E-mail: hamedgabzie23@gmail.com

Profile

A confident Customer Relationship Consultant with six years’ experience in Customer service and sales. I possess exceptional customer service skills with exposure to leadership and teamwork roles. Self-driven, highly flexible, result oriented, good at multi-tasking, a fast learner willing to take on new challenges and passionate about getting things done. I am searching for opportunities that challenge my capabilities and constantly improve both my personal and professional development.

Work Experience:

February 2016 to November 2019: Service Center Consultant, MTN Service Center

Roles:

– Frontline customer interaction, receipt and first contact resolution of customer complaints, escalation where required within service times and set quality standards.

– Sales of MTN products, receipt of cash payments, mobile money cheque and EFT and achieving set sales targets on weekly and monthly level as well as aftersales support.

– Consultative support on MTN agent related inquiries, new customer acquisition and recruitment of field-based agents.

– Support and promotion of MTN enterprise business products, generation of sales leads and follow up to ensure acquisition of customers through liaison with account managers.

– Report preparation and presentation including daily sales performance, as well as performance metrics on a daily, weekly and monthly level in a support role and presentation to support departments.

– Leadership role as sit in-manager. This involved coordinating team activities, in line with MTN operational and performance expectations as well as inventory and cash management.

October 2013-2016:  Customer Service Adviisor, MTN call center

Roles:

– Attending to inbound technical complaints and inquiries and offering solutions as per defined quality parameters.

– Supporting Enterprise Business unit clients through receipt of complaints, escalation as per set standards and follow up through call backs to ensure resolution and managing client expectations to improve client retention.

– Providing an output of at least 25 inbound calls per hour with an average 120 secs handling time and 5 seconds hold and wrap in a fast paced, highly dynamic inbound and outbound call environment while exhibiting high customer service excellence skills and resolution at first contact.

– Multitasking with different information systems while maintaining a high level of integrity and sharing information within the set employer guidelines and policies all to ensure timely service.

May 2013- October 2013: Data Verifier, MTN Uganda

Roles:

– Verification of subscriber registration documents, vetting subscriber information for consistency and data entry into the relevant online web-based systems.

– Organizing and archiving customer documents through an intranet-based document management systems with an output of not less than 1000 document submissions a day.

– Maintaining an electronic database of Archived Customer documentations, entry of new data, ensuring data integrity using Microsoft excel.

Education:

 Skills and competencies

• Report preparation and presentation using Microsoft word, excel and power point.
• IT savvy and comfortable with use of web-based applications.
• Customer Service training and good people relations.
• Team-work and team management.
• Attention to detail and analytical.
• Highly flexible and able to adapt under different work situations.
• Sale as you serve training in cross sell and upsell.
• Training in fraud detection, detecting money laundering as well as ethical practices.

Personal attributes:

• Good communications skills.
• Emotional Intelligence skills.
• Self-motivating and able to persist under challenging situations.
• Ability to work for extremely long periods without affecting quality of work.
• Hard working and resilient.
• A team player.
• High level of integrity and get it done attitude.

 Work Achievements:

• Recognition as one of the top performers with subscriber verification team project in 2013.
• Recognition as an exceptional service as a call center advisor as part of reward and recognition with The Synergy team –MTN Uganda in 2015.
• Recognition for exceptional performance as a Service Center Advisor by NFT Consult in the first quarter of 2017.
• A customer feedback rating of 100% consistently for six months and earned recognition for exceptional service by MTN sales and distribution Service in the 3^rd and 4^th quarter in 2018.

Languages:

• English (fluent)
• Luganda (Native speaker)
• Runyankore / Rukiiga (fair command)

 Experience:

As a service center advisor I possess exceptional customer service training and interpersonal skills as I have interacted with different types of customers, I am able to work under pressure through learning fast and adapting to any work environment and using my problem solving skills to work smarter. Having worked in teams throughout my career I am a value adding team player and will proactively participate in coordinating team effort towards meeting performance targets and objectives. I have gained skills in report writing and presentation which I have done daily, weekly and monthly basis. I am conversant with report preparation and presentation and I can flexibly work with Microsoft packages such as excel, word, access and power point.

I have also engaged in field related activities and I gained skills in outdoor sales which enabled me to consistently meet my assigned sales targets.  I have skills in leadership and can take on leadership roles having managed teams of 10 persons and more. Having served in a cash and inventory-based environment am aware of anti-fraud best practices and place a high level of integrity at the core of my duties.

Whilst serving in the MTN call center, I gained skills in email and telephone etiquette, Cold calling, working under demanding environments, problem solving skills. I was responsible for ensuring accuracy of customer information due to my exposure to multiple customer information databases as well as maintaining a high level of integrity and customer confidentiality.

REFERENCES

1. Ernst Oyugi Ameri,

Property Manager,

Knight Frank Properties.

Tel: +256 772 121 578

2. Gregory Okwara,

Territory Manager, West Nile region,

Sales and distribution Department,

MTN Uganda

Tel: +256 772 122 443

3. James Wasoti,

Client Relationship Manager

Exquisite Solutions,

Namanve Industrial Park.

Tel: +256 772 122 934

DECLARATION

I Mohammad Gabirali declare to the best of my knowledge, that the information given above is true and fair.