Candidate Profile

 

JANET AKITENG RESUME

Bachelor of Business Administration,

Makerere University-2018

isapalijanet@gmail.com

+256-776-261-915.

 

Profile

 

I am a confident, result oriented and self-driven individual, highly motivated with a strong background in Client Relationship management. Am an experienced help desk manager, projects manager, offering knowledge dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through.

I am able to work under minimum supervision, possess a better understanding in planning, organizing, scheduling with greater skill in communication and collaboration for best-in-class service.

In addition, I possess an exceptional ability to develop good long-term relationships, committed to teamwork and have a clear vision of how to embrace change to improve ways of working.

 

 

 

EDUCATION

• Makerere University

 

Bachelor of Business Administration (2014 – 2017)

• Rock High school Tororo

 

Uganda Advanced Certificate of Education (2011 – 2012)

• Pallisa Secondary School

 

Uganda Certificate of Education (2007-2010)

 

 

 

 

EXPERIENCE

July 2021 to date-Helpdesk Support Administrator.

Duties and responsibilities

1. Customer Service
2. Delight customers to achieve repeat business and zero churn.
3. Interview fleet operators for new requirements, complaints and comments.
4. Operate a 24/7 help desk ticketing system, logging all customer issues.
5. Share monthly ticket logs with clients.
6. Provide first level email/telephone support to fleet owners and system end users every 3 hours on Work in Progress.
7. Keep the customer informed and updated with installation and repair works.
8. Communicate to customers about system downtime & system upgrades.
9. Daily checks that units and sensors are constantly reporting in real time.
10. Take ownership of all customer complaints received through email, telephone etc.
11. Distribute Certificates of Work completion to Clients
12. Share one pager user-training manual or SLA at customer touch points.
13. Inform client twice a week for gadgets retrieved for repairs.
14. Share wialon uptime stats/what is new on wialon to instil confidence in customers.
15. Proactively inform the client in case of loss of information

 

 

2. Customer Support Officers Administration
3. Plan, schedule and populate Customer support Officer Activity calendar.
4. Prepare job cards for new LPOs and repair works, assigning tickets to technicians.
5. Coordinate Customer support Officers with drivers to ensure timely execution of assignments.
6. Act as a liaison between clients and Customer Support Officers to align requirements, time and budgets.
7. Receive soft and hard copy Work Orders returned by Customer Support Officers.
8. Analyse work orders and classify repair job cards according to cause of failure.
9. Track the gestation period of new installations and repairs of Units & Sensors.
10. Monitor repeat jobs/shoddy work/incomplete job cards.
11. Monitor last valid point of sensors and schedule service trips for repair works.
12. Compile and circulate monthly Customer Support Officers reports rating technicians against their KPIs

 

• Financial management

1. Prepare helpdesk and Customer Support Officers Quarterly Budgets
2. Handle Customer Support Officers requisitions and receive respective monies
3. c) Prepare Monthly Customer Support Officer Expense report.

 

4. Other responsibilities
5. Manage and enforce company customer service policy.
6. Enforce Incident Management Process and Problem Management Process
7. Track history of all devices installed i.e. Tracking device, FLS & Accessories
8. Populate repeat business opportunities in Zoho CRM
9. Any other duties as assigned by the supervisor and or top Management.

 

 

Nov 2017 to June 2021: Client Relations Manager at 3D Services Ltd

 

Duties and responsibilities

 

Relationship management and Business development;

 

• Understanding each client’s unique requirements
• Servicing existing clients by performing presentations on how the tracking system works, and visiting them to ensure they are satisfied.

 

• Building relations with key decision makers in each client company, interviewing them and capturing new requirements, complaints, and comments.

 

• Offering add-on solutions to the customer to promote customer satisfaction

 

• Contracts management, reviewing and negotiating Service Level agreements with clients. Participating in bidding processes for repeat and new business.

 

Customer service Management: Ensuring client satisfaction

 

• Capturing client feedback amongst staff to improve service delivery

 

• Carrying out customer journey mapping to understand their wants and serve them better.
• Carrying out client satisfaction surveys to improve the quality of service

 

• Scheduling of fleet reports and alerts for automatic delivery to clients

 

• Proofreading for outbound reports, proposals, and client communications
• Capturing client data and updating in the Zoho CRM system

 

Training sessions;

 

• Conducting onsite and offsite client training on how the system works
• Conducting refresher training on already existing clients.

 

• Requesting satisfied customers for testimonies, referrals, and feedback.

 

June-August 2016: Accounts Assistant Trainee at Civil Aviation Authority Entebbe.

Duties and responsibilities.

• Receiving and answering queries from suppliers and internal staff.
• Recording and filing transactions
• Processing expense requests from staff
• Preparation of Cheque Payment Vouchers
• Invoice processing and filing
• Maintaining up-to-date records of books of accounts
• Stock reconciliation and inventory management
• Preparation of financial statements.
• Organizing and filing different documents.

 

June –Dec 2013: Sales and Marketing Executive- Mukwano Group of companies

 Duties and responsibilities

 

 

• Increased revenue by implementing effective sales strategies in the sales cycle process from prospecting leads through close.
• Maintained detailed records of sales progress, inventories, and marketing success to better align goals with company priorities.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Managed the entire sales cycle across customer accounts, proposing and closing sales to achieve total revenue growth, profit, and customer satisfaction plans.
• Researched sales opportunities and possible leads to exceed sales goals and increase profits.
• Utilized internal lead referral tools to solicit new business opportunities and contacts.

 

 

 

 

 

 

 

 

 

 

 

KEY PROFESSIONAL SKILLS

 

Interpersonal skills

Proactive listening skills, Good written and Verbal Communication skills, great Leadership and management skills, Empathy skills

 

Knowledge-based skills

Administrative skills, Training skills,  Planning skills,  Relationship management skills,  Fleet and  driver management skills, Contracts management skills, driving skills, Problem-solving/conflict resolution skills, Report writing skills, and Computer skills especially in word, excel, PowerPoint, and outlook.

 

OTHER SKILLS

Excellent typing skills, Work schedule, Prioritization skills, strong spoken and written English, Team

work skills