Buni Musa
Kampala
Summary
Dynamic customer service professional with extensive experience at Azam Media Uganda, excelling in problem resolution and relationship building. Proven ability to enhance customer satisfaction through effective communication and empathy. Skilled in utilizing CRM software to track interactions, ensuring first call resolution and fostering loyalty. Committed to delivering exceptional service and driving positive outcomes.
Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Successful pump attendant with 60years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Care Representative/Social Media
Azam Media Uganda
02.2024 - Current
- Assisted customers by resolving inquiries and providing product information.
- Utilized customer relationship management software to track interactions and ensure follow-up.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Engaged with customers through multiple communication channels, including phone, email, and on social media platforms like Whatsapp, Facebook, Tik Tok, Instagram, Tweeter,and You-tube.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Service Representative
Ison BPO Uganda Limited
05.2023 - 02.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Human Resources Assistant
Hawa Progressive Secondary School
02.2022 - 04.2023
- Assisted recruitment process by screening resumes and scheduling interviews.
- Maintained employee records in HRIS, ensuring accuracy and compliance with regulations.
- Coordinated onboarding activities, facilitating new hire orientation sessions.
- Responded to employee inquiries regarding policies and benefits, promoting clear communication.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Organized new employee orientation schedules for new hires.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
Pump Attendant
Nile Energy Uganda Limited
04.2017 - 01.2022
- Monitored fuel levels and ensured proper dispensing operations for customer satisfaction.
- Assisted customers with inquiries and provided information on fuel services and promotions.
- Maintained cleanliness and organization of fueling area to ensure safety compliance.
- Conducted routine inspections of pumps and equipment to identify maintenance needs.
- Collaborated with management to develop strategies for improving customer service experience.
- Provided exceptional customer service by answering questions about fuel types and prices, as well as offering additional services and products available at the station.
- Handled cash transactions efficiently, balancing register drawers at the end of each shift.
- Received positive feedback from customers for providing friendly and attentive service during interactions.
- Collaborated with team members to maintain a high level of cleanliness in the station area.
- Participated in ongoing training programs provided by the employer, enhancing skills and industry knowledge.
- Assisted in inventory management, ensuring proper stock of oil products and other essential supplies.
- Contributed to increased sales by upselling additional services such as car washes or windshield cleaning during refueling transactions.
Education
High School Diploma -
B.L.K Muwonge Secondary School
Mukono, Uganda12-2024
MBA - Accounting And Finance
Kampala International University
Kampala06-2022
High School Diploma -
B.L.K Muwonge Secondary School
Mukono12-2016
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- Customer relations
- First call resolution
- Product knowledge
- Customer relationship management
- Documentation and reporting
- Database research
- Multitasking and organization
- Time management
- Empathy and patience
- Active listening
- Verbal and written communication
- Decision-making
- Email communication
- Phone etiquette
- Upselling techniques
- Issue escalation
- Email correspondence
- Issue follow up
- Call handling
Timeline
Customer Care Representative/Social Media
Azam Media Uganda
02.2024 - Current
Customer Service Representative
Ison BPO Uganda Limited
05.2023 - 02.2024
Human Resources Assistant
Hawa Progressive Secondary School
02.2022 - 04.2023
Pump Attendant
Nile Energy Uganda Limited
04.2017 - 01.2022
High School Diploma -
B.L.K Muwonge Secondary School
MBA - Accounting And Finance
Kampala International University
High School Diploma -
B.L.K Muwonge Secondary School