Allan Tusabe

Drove MTN Customer Experience (CX) initiatives, achieving 98%+ NPS and improved customer loyalty at branch level.

Led daily sales and service debriefs, increasing team productivity by 20% and accelerating issue resolution through Closed Loop Feedback (CLF).

Delivered 100–115% of branch sales targets, including SIM, devices, MoMo, data, and value-added services.

Ensured 95%+ complaint resolution within SLA, strengthening customer trust and retention.

Managed branch inventory and devices, reducing stock variances and losses by 30%.

Prepared and submitted 100% on-time weekly MTN reports (CLF, Inventory, Sales, Performance Management).

Executed MTN company-wide initiatives with 100% compliance at branch level.

Ensured 100% timely settlement of branch operational bills, avoiding service interruptions.

Coached frontline teams on MTN service behaviors, improving first-contact resolution to 90%.

Managed frontline staff and third-party agents, improving branch performance scores by 60%.

Reduced average customer wait and transaction time by 70%, consistently meeting MTN SLA standards.

Built strong collaboration with internal support units, improving turnaround time by 40%.

Managed the MTN Connect Store, aligning services to High-Value Customer (HVC) strategies, driving 50% growth in HVC transactions.

Implemented operational and compliance controls, reducing branch risk incidents by 30% in line with MTN risk appetite.

Achieved 90%+ Net Promoter Score (NPS) by delivering fast, accurate resolution of customer queries, complaints, and service requests in a high-traffic MTN Service Centre.

Resolved 90%+ of customer issues within SLA, reducing average turnaround time through effective escalation and first-contact resolution.

Served an average of 80–100 customers per day, maintaining high service quality while meeting productivity and queue-time targets.

Improved First Contact Resolution (FCR) to 80%+ by accurately diagnosing customer issues and providing clear product and service guidance.

Increased customer adoption of MTN products and services (SIM swaps, registrations, bundles, mobile money support) through proactive customer education.

Maintained 100% compliance with MTN Service Centre blueprint standards, audit requirements, and dual-control procedures.

Supervised and coordinated third-party teams, ensuring adherence to MTN customer experience and operational standards.

Supported Service Centre management in daily operations, contributing to consistent service delivery and successful execution of branch initiatives.

Maintained Net Promoter Score (NPS) of 100%+ by embedding a customer-first culture, advisor coaching, and service quality monitoring across the Service Centre.

Achieved 97–99% SLA compliance through effective daily planning, queue management, and strict turnaround-time controls.

Maintained customer escalations by strengthening first-contact resolution, root-cause analysis, and proactive issue management.

Led and supervised a high-performing Service Centre team (11 team members), ensuring consistent service delivery and operational discipline.

Balanced sales and service excellence by coaching advisors on needs-based selling while maintaining customer experience standards.

Contributed to 15%+ growth in Service Centre sales through cross-sell and upsell initiatives aligned to customer needs.

Implemented and enforced SOPs / PPPs, reducing average resolution time by 20% and improving service consistency.

Championed MTN brand values and Quality standards, strengthening trust, customer loyalty, and overall service experience.

Managed assigned territories and reported performance insights to senior leadership, contributing to a 10–15% increase in regional service efficiency.

Drove consumer app adoption and usage, achieving 20% growth in active users and improving digital engagement metrics.

Led a 20-member team, setting targets and monitoring KPIs, resulting in 15% higher team productivity and SLA adherence.

Produced regular performance reports to track agent productivity, reducing average response time by 25%.

Built and maintained strong customer relationships, driving repeat business and improving customer retention by 12%.

Resolved customer issues efficiently, achieving NPS scores above 85% and high first-contact resolution.

Recommended reliable information sources, ensuring 95% accuracy in issue resolution and timely service delivery.

Expanded merchant base by 35% in 12 months through recruitment, branding, and relationship management.

Implemented RTM strategies, achieving 28% above market penetration targets in key regions.

Boosted Momo-Pay transactions by 40%, while driving revenue growth and cashless adoption.

Enhanced merchant experience, increasing NPS from 72% to 85% and reducing onboarding time by 50%.

Delivered timely reports and market campaigns, improving decision-making speed by 30% and target segment engagement by 45%.

Successfully maintained and updated all computer hardware, software, and peripherals, ensuring 99% uptime during school hours.

Implemented organizational systems for laboratory cleanliness and security, reducing equipment loss and improving accessibility for staff and students.

Provided hands-on support to teachers and students during ICT lessons, enhancing learning outcomes and reducing lesson interruptions.

Troubleshot and resolved technical issues promptly, minimizing downtime and ensuring smooth ICT operations.

Developed and maintained an accurate inventory of all ICT equipment, identifying and reporting faults efficiently to management.

Developed and implemented effective company-wide training schedules.

Ensured data security and performed preventive maintenance for computer systems.

Enhanced data integrity through efficient cleaning, coding, and filing.

Reduced record pulling time by 80% via electronic record conversion.

Implemented data accuracy techniques, reducing errors by 60%.

Facilitated effective communication through organized reports and backup operations.

Monitored program activities across shifts to enhance training performance.

Entered examination marks into the organization system, ensuring accuracy and completeness.

Promoted information integrity through accurate data entry in MIS.

Enhanced data integrity by cleaning, coding, and filing, eliminating errors and duplications.

Facilitated organization efficiency through timely data entry for data security.

Supported data audits by validating entered data, ensuring accurate and complete collection.