Agnes Mahoro Mbasa

My Responsibilities include the following.

• Enhance Internal and External Customer Experience by interacting with all levels of management to analyse, and redesign business processes while advancing innovation.
• Use knowledge and understanding of process improvement approaches such as lean and six sigma to advance efficient and effectiveness by reducing waste and defects in business processes.
• Support Implementation of process improvements using change management approaches and interact with staff and senior leadership to accomplish project objectives.
• Lead a team of Business Analysts and provide business process management expertise to staff engagements and project work streams.
• Identify opportunities to improve work processes, enhance quality of service and productivity, and communicate opportunities to Operations department leadership.
• Develop and monitor scorecard to measure success of process improvement initiatives.
• Support all departments in development / reviewing and implementation of policies and procedures necessary to support business processes.
• Ensure Closed Loop Feedback to address customer feedback, from NPS and CSI, on business processes as to drive both internal and external customer Satisfaction.
• Plan and budget accurately to provide BPR unit with resources needed to operate smoothly.
• Onboard new employees by participating in interviews, induction and training..

My Responsibilities included the following.

• Defining and Enhancing Service Quality standards for the Fund to use as excellence benchmark
• Define and map the Fund's customer journeys for all departments to identify their role in enhancing an excellent Customer Experience
• Develop and manage Customer Service metrics for all customer interfacing staff i.e
• Call Center, digital Channels, Walk-in Service centers, Relationship Managers among others
• Manage all Customer Feedback from various touchpoints i.e., NPS, CSI, Mystery shoppers, CES and various surveys to ensure a Closed Loop
• Leading and ensuring Cross functional Voice of the Customer engagements to aid management decision making
• Dipstick analysis to guide continuous process improvements on all service channels by engaging IT and the data science team on digital enhancements required
• Developing Training plan for all service teams
• Induction and training of Customer facing staff in Service Excellence
• Stakeholder Management through roadshows.

My Responsibilities included the following.

• Providing first line management to Quality Assurance Team coordinators/leaders overseeing the Quality of Service offered across all MTN touchpoints countrywide
• Customer Journey mapping using the Customer Management Tool Kit to aid organisation in creating a branded customer Experience
• Business Processes documentation and improvement through dip stick analysis
• Developing and managing quality assurance metrics for performance improvement of all customer interfacing teams i.e
• Contact Center, digital channels, Service Centers, Connect stores and dealer shops, account managers
• Managing customer feedback from the NPS methodology to ensure improved Customer experience thus grow the company NPS
• Establishing focus for the Quality Assurance section by developing and communicating goals and an approved plan to help fulfil MTN's vision and mission, and then executing this plan
• Liaising with staff throughout the organization to ensure that MTN Uganda consistently provides a superior quality of service to our customers, both internal and external to creating a distinct Customer Experience
• Recruitment and Training of Contact center staff on Service Excellence skills.

My Responsibilities included the following.

• First line management of 15 Quality Assessors overseeing the Quality of service delivered by a total of 675 frontline officers
• Conducting interviews to recruit capable staff for the call center
• Training New Contact Center staff on service Excellence skills
• Liaising with Quality Assessors to set and communicate performance standards that are specific and measurable
• Analysing customer feedback and facilitating a Closed Loop Feedback process feeding into process improvements
• Providing timely specific performance feedback, both positive and corrective while firmly dealing with all performance problems
• Developing and Reviewing Customer impacting processes to enhance efficiency
• Ensuring staff development through regular meetings with employees to review their development progress while providing helpful, behavioral, and development specific feedback
• Providing effective coaching and support to the quality assessors developing them to ensure that they achieve their full potential.

My Responsibilities included the following.

• Ensuring that all approved top ups are done within defined parameters
• Attending to all escalated customer complaints & enquiries within the defined service parameters
• Investigating all logged complaints and giving feedback to customers within the defined time frames
• Onward escalation of customer issues as deemed appropriate
• Processing customer rebates or credits as necessary
• Producing management reports as required.

My Responsibilities included the following.

• Managing and monitoring Service Quality performance of 3 teams each comprising 15 people
• Evaluating customer interactions and rate Customer Service Agents' competence to service the customers in accordance to the defined quality standards
• Identifying and pointing out the gaps as per service provided by Call Centre/Service Centre/Billing/Credit management agents
• Advise team leaders/service center/Billing managers of the gaps identified and work together to close them for an enhanced experience
• Conduct a trend analysis report for the quality assurance monitor
• Conduct calibration sessions with team leaders to ensure consistency of assessment standards
• Contribute to the improvement of customer satisfaction index through identification of gaps through dip stick analysis and customer feedback.

My Responsibilities included the following.

• Effectively handle incoming calls from all customer segments in accordance to the defined quality standards
• Provide a high level of customer service as defined by a positive attitude, an efficient and adaptable approach, a polite, caring and professional telephone manner
• Provide advice and educate customers on MTN related products and services
• Utilize appropriate CS systems, processes and procedures to support work
• Attempt to resolve customer queries at first Point of contact.