BRIAN KAKOOZA
Summary
Strategic Field Service and Operations Leader with over 10 years of experience driving nationwide service delivery in Uganda. Proven track record of leading large-scale operations, including managing and optimizing a team of over 700 technicians to enhance efficiency, service quality, and customer satisfaction.
Expert in technical operations, digital transformation, and performance management, with a strong focus on leveraging data and innovation to improve operational outcomes. Recognized for developing customer-centric strategies and building high-performing teams that consistently elevate organizational performance and deliver measurable business impact.
Overview
15
15
years of professional experience
Work History
Country Field Service Supervisor
MultiChoice Uganda
Kampala
04.2023 - Current
- Lead nationwide field operations managing over 700 technicians across Uganda.
- Drove installation quality and service delivery standards, resulting in consistent compliance with operational benchmarks.
- Provide technical leadership and resolve complex field and system issues.
- Lead strategic initiatives including GOtech project and service improvements.
- Oversaw decoder repair operations, streamlining workshop processes to enhance service delivery.
- Strengthened collaboration between sales and service teams, improving turnaround time for customer issues.
Branch Manager
MultiChoice Uganda
Kampala
04.2020 - 03.2023
- Identified market opportunities and executed growth strategies to enhance branch competitiveness.
- Achieved revenue targets while improving customer satisfaction through targeted initiatives.
- Optimized budget allocation to increase operational efficiency and effectiveness.
- Developed team capabilities and managed performance to align with branch goals.
- Oversaw branch operations across sales, service, and administration to boost overall performance.
Supervisor - Third Party Vendors
MultiChoice Uganda
Kampala
03.2015 - 04.2020
- Managed third-party vendor network, ensuring service quality and compliance with established standards.
- Improved vendor performance through targeted training and ongoing monitoring.
- Elevated customer experience across outsourced service points by streamlining communication.
- Facilitated communication and alignment with partners to enhance collaboration.
Branch Supervisor
MultiChoice Uganda
Kampala
04.2013 - 03.2015
- Led branch operations, executing sales strategies to drive customer engagement.
- Monitored financial performance and managed operational costs, ensuring branch profitability.
- Coordinated cross-functional teams to improve service delivery and customer satisfaction.
Customer Service Representative
MultiChoice Uganda
Kampala
09.2011 - 03.2013
- Resolved complaints across multiple channels, leading to improved customer satisfaction.
- Managed customer inquiries, billing, and account management to enhance customer satisfaction.
- Promoted products to drive customer retention.
- Maintained accurate records and reporting to uphold service quality and compliance.
Education
Bachelor of Information Technology -
Mbarara University of Science And Technology
01-2011
Uganda Advanced Certificate of Education -
St. Joseph's S.S.S. Naggalama
01-2007
Uganda Certificate of Education -
St. Joseph's S.S.S. Naggalama
01-2004
Skills
- Field Service Operations Management
- Technical Service Delivery
- Service Optimization
- Service Process Improvement
- Customer Experience Strategy
- Project Management
- Data Analysis & Reporting
- Safety Compliance
- Leadership & Team Development
Accomplishments
• Led a national team of 700+ technicians, achieving a 95% performance rating across Africa for two consecutive years (2023–2025).
• Delivered a major service center expansion project, increasing service coverage and accessibility by 60% nationwide (2022).
• Developed and implemented the escalation framework, improving issue resolution efficiency across sales and operations.
• Spearheaded a national customer awareness initiative in partnership with the regulator, enhancing customer engagement and service adoption.
• Optimized onboarding and operational processes for sales teams, improving efficiency and service readiness.
• Contributed to multiple national operational and customer experience initiatives, driving continuous service improvement.
• Delivered a major service center expansion project, increasing service coverage and accessibility by 60% nationwide (2022).
• Developed and implemented the escalation framework, improving issue resolution efficiency across sales and operations.
• Spearheaded a national customer awareness initiative in partnership with the regulator, enhancing customer engagement and service adoption.
• Optimized onboarding and operational processes for sales teams, improving efficiency and service readiness.
• Contributed to multiple national operational and customer experience initiatives, driving continuous service improvement.
Professional Development
- Management Essentials - Leadership, 01/01/18
- Customer Service Excellence, 01/01/17
- Technical & Financial Transformation, 01/01/20
- Field Sales & Service Operations, 01/01/23
- Sales & Distribution Master Data, 01/01/22
- Data Analytics (Excel & Power BI), 01/01/19
- Digital Transformation, 01/01/22
- SAP Training, 01/01/18
- Cyber Security Essentials, 01/01/20
- Risk Control & Compliance, 01/01/24
- Data Governance & Privacy, 01/01/24
References
References available upon request.
Portfolio
FEATURED
Field Service & Operations
Timeline
Country Field Service Supervisor
MultiChoice Uganda
04.2023 - Current
Branch Manager
MultiChoice Uganda
04.2020 - 03.2023
Supervisor - Third Party Vendors
MultiChoice Uganda
03.2015 - 04.2020
Branch Supervisor
MultiChoice Uganda
04.2013 - 03.2015
Customer Service Representative
MultiChoice Uganda
09.2011 - 03.2013
Bachelor of Information Technology -
Mbarara University of Science And Technology
Uganda Advanced Certificate of Education -
St. Joseph's S.S.S. Naggalama
Uganda Certificate of Education -
St. Joseph's S.S.S. Naggalama