APOLOT WINNIE
Customer Service Representative
KAMPALA
Summary
A strong career-oriented worker in the field of customer relations, ensuring a solid customer relationships by handling questions and concerns with speed and professionalism. achieve a high career growth by using as many of my communication skills as possible. Further in my career, I would like to be at a position to interact with the client, I will be able to use my creative and professional skills earned towards the growth of the company with commitment and dedication. Am an effective negotiator with great leadership and communication skills determined to meet all goals, ability to work, perform under pressure and succeed above all.
Overview
8
8
years of professional experience
Work History
Customer service representative
Rhino Footwear
12.2024 - Current
- Delivering information about a company's products and services
- Answering queries and concerns about a company's products or services
- Processing orders and transactions
- Resolving issues and handling customer complaints
- Collecting customer feedback
- Tracking customer service metrics
News reporter
The New Vision Uganda
10.2022 - 11.2024
- Collect, verify and analyze thoroughly newsworthy information
- Assemble findings into a stable story
- Write and deliver news stories with the reader's perspective in mind
- Publish or broadcast news stories
- Receive assignments or investigate news leads/tips
- Abide by journalism's ethics and codes
Call Center Agent
Dlight Design Uganda
10.2019 - 08.2022
- Answering calls from customers
- Providing accurate Information about products and services
- Resolving customer questions, concerns, and complaints efficiently and effectively
- Managing Account Inquiries related to account their status, transactions, and other account-related issues
- Troubleshooting for the customer to resolve their technical issues or other problems
- Escalating Issues when necessary to supervisor or specialized team
- Accurately documenting customer interactions and relevant information in the call center database
- Initiate calls to customers to provide updates, collect feedback, or promote new products/services
- Identifying Customer Needs and potential opportunities
- Building positive relationships with customers through proactive communication
- Upselling and Cross-Selling products and services to customers responsibilities
- Agents are responsible for compiling reports on customer satisfaction or other relevant metrics
Customer Service Agent
ALAM GROUP OF GROUPS
08.2017 - 09.2019
- Received and placed customer service telephone calls
- Maintained solid customer relationships by handling questions and concerns with speed and professionalism
- Resolved customer complaints, managing database records, drafting status reports on customer service issues
- Data entry and research as required to troubleshoot customer problems
- Handled daily operations, made sure correct procedure were followed and routinely gave directions to the staff on what to how and how to improve
- Encouraged fellow employees to take their positions seriously and work hard to build a loyal customer base
- Did A few Administration duties that included processing pay roll information and leave approvals grated from the higher administration
- Supported staff with the handling of escalations of customer complaints brought up by the Agents
- Monitored individual employee’s performance and find ways of increasing productivity and customer satisfaction and report all to higher management
- Worked hand in hand with agents on how to increase productivity and better to serve the clients
- Document all call information according to standard operating procedure
- Achieved sales goals and services targets by cultivating and securing new customers relationships
- Increased revenue by implementing effective sales strategies in all aspects of sales cycle processes
- Enhanced success of advertising strategies by boosting engagement through social media and digital marketing approaches
- Negotiated all contracts with prospective clients
- Worked on the development of new sales and marketing strategy, implemented new customer cost saving program, and negotiated pricing details with clients
- Maintaining client’s records
- Preparing and submitting sales contracts for orders
- Obtaining deposits and balance of payment from clients
Education
Diploma of science - Journalism and Mass communication
Nkumba University
Entebbe 01.2016 - 1 2018
Uganda Advanced Certificate of Education - undefined
Kitante Hill School
01.2014 - 1 2015
Uganda Certificate of Education - undefined
Kitante Hill School
01.2010 - 1 2013
Skills
Communication
undefinedAwards And Acknowledgements
- Certificate of work Dlight solar Uganda
- Certificate of work Rhino Footwear Limited
Timeline
Customer service representative
Rhino Footwear
12.2024 - Current
News reporter
The New Vision Uganda
10.2022 - 11.2024
Call Center Agent
Dlight Design Uganda
10.2019 - 08.2022
Customer Service Agent
ALAM GROUP OF GROUPS
08.2017 - 09.2019
Diploma of science - Journalism and Mass communication
Nkumba University
01.2016 - 1 2018
Uganda Advanced Certificate of Education - undefined
Kitante Hill School
01.2014 - 1 2015
Uganda Certificate of Education - undefined
Kitante Hill School
01.2010 - 1 2013
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