Andrew Agaba
Kampala
Summary
A highly self-motivated and detail-oriented HR professional with experience in recruitment, employee relations, and performance management. Skilled in fostering positive workplace cultures, streamlining HR processes, and ensuring compliance with labor regulations. Adept at handling sensitive employee issues with discretion and promoting an inclusive, collaborative environment. Looking to contribute strong organizational and communication skills to support a dynamic HR team.
Overview
2025
2025
years of professional experience
Work History
Officer - Human Capital (Shadowing)
MTN-Uganda
- Gained knowledge on processes and activities involved in payroll transactional management and enforcement of statutory and non-statutory obligations (NSSF, PAYE &Local Service Tax)
- Acquired knowledge and skills for designing, maintaining, and managing companywide Reward &Recognition systems
- Acquired and developed knowledge and skills required for absence a management and generating the necessary reports
- Developed skills in managing company wide Leave and provide reports.
HR Intern
MTN-Uganda
- Updated company databases by inputting new employee contact information and employment details
- Screened potential employees' resumes and application forms to identify suitable candidates to fill company job vacancies
- Provided logistical support in Recruitment to arrange for interviews by securing an interview room; Liaise with respective managers regarding the panel composition, time, date and venue of the interview
- Provided support by generating relevant information for Reporting and decision making, specifically Recruitment monitor reports, HR Newsletter, Payroll report, HRIS and MTN Shine
- Tracked movement of important and sensitive documents in your custody, to and from HR division in the domain of the Supported Recruitment unit to ensure that new staff and promoted staff get signed Job profiles
- Track the content and movement of CF folders for new staff and promoted staff to ensure that they are submitted to the Human Capital section for execution of payment changes and job details.
Administrator- Home Broadband Support
MTN-Uganda
01.2022 - Current
- Attend to all Home broadband customer complaints and enquiries via SNow, TT, email, transferred calls and other channels
- Investigate, resolve and/or further escalate all Home broadband complaints within the defined SLAs
- Give feedback to Home broadband customers on progress and resolution of their complaints
- Correctly escalate customer complaints not resolved on first contact to the correct resolver group and timely
- Monitor the escalated customer complaints, for end-to-end follow up with the respective resolver groups and timely resolution.
Customer Service Advisor
MTN-Uganda
05.2019 - 12.2021
- Answered or made calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responded efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Built lasting relationships with clients and other call center team members based on trust and reliability.
Education
Bachelor of Human Resource Management -
Makerere University
05.2019
UACE -
East High School
11.2012
UCE -
Mpanga Senior Secondary School
11.2010
Skills
- Excellent interpersonal Expert
- Selection and assessment tool and methods skills Experienced
- Reporting &Analytical skills Skillful
- Organizational Expert
- Negotiation skills Expert
Languages
English
Runyakitara
Luganda
Kiswahili
Hobbies and Interests
- Hiking
- Reading
- Soccer
- Travel
References
- Nelson Musinguzi, MTN Uganda, Nelson.Musinguzi@mtn.com, +256 77 212 18 63
- Stephen Byantaka, MTN Uganda, stephen.byantaka@mtn.com, +256 77 212 15 82
- Sawenja Winnie, Makerere University Business School, wsawenja@mubs.ac.ug, +256 78 088 98 34
Timeline
Administrator- Home Broadband Support
MTN-Uganda
01.2022 - Current
Customer Service Advisor
MTN-Uganda
05.2019 - 12.2021
UACE -
East High School
UCE -
Mpanga Senior Secondary School
Officer - Human Capital (Shadowing)
MTN-Uganda
HR Intern
MTN-Uganda
Bachelor of Human Resource Management -
Makerere University
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