Open To Work
BRIAN KAKOOZA
Field Service Operations
Kampala
Work Preference
Summary
I am a Telecom Operations and Field Service Leader with over 10 years of experience delivering large-scale service operations within Uganda’s telecommunications sector. I have led nationwide field operations, managing a workforce of over 700 technicians and consistently achieving over 95% performance across key service and customer experience metrics.
I have served in leadership roles responsible for driving operational efficiency, optimizing service delivery, and aligning field operations with broader commercial objectives. My expertise spans service delivery optimization, performance management, digital transformation, customer experience, and large-scale team leadership.
I bring a strong track record in building high-performing teams, improving service turnaround times, and implementing systems that enhance productivity while reducing operational inefficiencies. I am particularly passionate about leveraging data and structured processes to drive continuous improvement and sustainable business impact.
I am driven by values of integrity, accountability, excellence, and results, and I thrive in environments that require strong leadership, strategic thinking, and execution at scale.
Outside of work, I value meaningful connections, continuous learning, and engaging in experiences that foster both personal and professional growth.
Overview
15
15
years of professional experience
Work History
Country Field Service Supervisor
MultiChoice Uganda
Kampala
01.2023 - Current
- Lead nationwide field operations managing over 700 technicians across Uganda.
- Drove installation quality and service delivery standards, enhancing operational efficiency.
- Provide technical leadership and resolve complex field and system issues.
- Lead strategic initiatives including GOtech project and service improvements.
- Oversaw decoder repair operations, optimizing workshop performance for improved service delivery.
- Strengthened collaboration between sales and service teams, reducing turnaround time.
Branch Manager
MultiChoice Uganda
Kampala
01.2022 - 01.2023
- Identified market opportunities and implemented growth strategies that increased branch competitiveness.
- Achieved revenue targets while enhancing customer satisfaction metrics through targeted initiatives.
- Optimized budget allocation and operational efficiency.
- Developed team capabilities and managed performance to enhance alignment with branch goals and improve service delivery.
- Managed branch operations across sales, service, and administration to optimize overall performance.
Supervisor - Third Party Vendors
MultiChoice Uganda
Kampala
01.2019 - 01.2022
- Managed third-party vendor network to ensure service quality and compliance with standards.
- Enhanced vendor performance through targeted training and consistent monitoring.
- Maintained strong communication and alignment with partners.
- Elevated customer experience across outsourced service points by streamlining communication.
Branch Supervisor
MultiChoice Uganda
Kampala
01.2017 - 01.2019
- 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
01.2011 - 01.2016
- Addressed and resolved complaints across multiple channels, enhancing customer experience.
- Managed customer inquiries, billing, and account management to ensure satisfaction.
- Promoted products and improved customer retention.
- Kept accurate records and reporting to support 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
Timeline
Country Field Service Supervisor
MultiChoice Uganda
01.2023 - Current
Branch Manager
MultiChoice Uganda
01.2022 - 01.2023
Supervisor - Third Party Vendors
MultiChoice Uganda
01.2019 - 01.2022
Branch Supervisor
MultiChoice Uganda
01.2017 - 01.2019
Customer Service Representative
MultiChoice Uganda
01.2011 - 01.2016
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