Agatha Namala
Administrator
Kampala
Summary
Experienced customer care specialist and operations manager offering 7 years of expertise providing quality customer service support to clients. Dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Proven track record of ensuring smooth operations and achieving overall business strategy. Possess strong communication, analytical, leadership and problem-solving skills with time management expertise to consistently meet objectives. Seeking a similar role in a dynamic company to leverage expertise in improving customer experiences and operational efficiency..
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Virtual Assistant
J&M Enterprises
Kampala, 102
08.2022 - Current
- Managing daily inflow of emails and efficiently dispatching correspondences
- Receiving, documenting, and securely storing essential information and records
- Effectively organizing and maintaining clients' schedules and calendars
- Editing and proofreading of data to ensure precision and clarity
- Preparing, and documenting virtual meetings, ensuring seamless execution
- Maintaining accuracy by entering data into databases with attention to detail
- Conducting targeted internet research in alignment with specific client requirements.
Operations Manager
Betcity Uganda Limited
Kampala, 102
07.2019 - 06.2020
- Oversaw and improved customer re-establishment by over 30% per year through efficient coordination of daily operations.
- Responded to events, including network outages and issues related to telecoms, service providers, and clients.
- Effectively built customer and employee loyalty through Know-Your-Customer and Team-build activities.
- Evaluated service providers by assessing quality, timeliness, and compliance of deliverables to maintain tight cost controls and maximize business operational efficiency.
- Directed day-to-day operations focused on attainment of continuous improvement.
- Maximized productivity and efficiency by training and mentoring 6 personnel on Customer care principles, industry practices, company procedures, and Company Performance Monitoring system.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Risk and Customer Care Manager
Betcity Uganda Limited
Kampala, 102
02.2018 - 06.2019
- Trained 6 employees on how to control risks at front line, including how to interpret company policies.
- Generated accurate and timely collections reports and reports on customer engagement.
- Handled Cash claims according to internal risk management policies, minimizing liability using available tools.
- Investigated allegations to check their validity and recommend actions to minimize risk.
- Engaged with collections team, collaborating on implementation of collection strategies.
- Recruited, mentored, and trained customer service agents, and natured an environment where they excelled through encouragement and empowerment.
- Controlled and utilized resources in order to achieve quantitative and qualitative targets.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Evaluated interactions between associates and customers to assess personnel performance.
Technical Support Engineer/Sales
Compulynx Uganda
Kampala, 102
01.2014 - 08.2015
- Retained clients and developed 13 new accounts by extending high-quality and efficient support services.
- Delivered technical sales presentations to prospects and presented benefits and value of products.
- Explained complex technical concepts in simple terms, facilitating smooth understanding for non-technical users.
- Diagnosed and troubleshooted problems remotely, effectively minimizing downtime for clients.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Updated and maintained current customer support database.
- Key Achievements:
- Successfully led a team of 6 that achieved 48% risk reduction rate, resulting in 218% revenue increment
- Implemented streamlined customer onboarding process, reducing onboarding time by
- Developed and delivered training sessions for new customer care agents, resulting in improvement in first-call resolution rates.
Education
B.SC - Electronics and Communication
K.S.Rangasamy College of Arts & Science
Tamila Nadu, India 04.2010 - 09.2013
Diploma - Science Technology – Physics
Kyambogo University
Kampala, Uganda 09.2007 - 01.2010
Certificate in Computer Applications -
Makerere University
Kampala, Uganda 02.2007 - 03.2007
Skills
Operations Managementundefined
Timeline
Virtual Assistant
J&M Enterprises
08.2022 - Current
Operations Manager
Betcity Uganda Limited
07.2019 - 06.2020
Risk and Customer Care Manager
Betcity Uganda Limited
02.2018 - 06.2019
Technical Support Engineer/Sales
Compulynx Uganda
01.2014 - 08.2015
B.SC - Electronics and Communication
K.S.Rangasamy College of Arts & Science
04.2010 - 09.2013
Diploma - Science Technology – Physics
Kyambogo University
09.2007 - 01.2010
Certificate in Computer Applications -
Makerere University
02.2007 - 03.2007
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