Diana Namakula
Customer Relations Officer
Kampala,Uganda
Summary
Enthusiastic professional with 10 years of experience dedicated to providing world class customer service. Possesses drive and aptitude to build relationships with stakeholders on phone and in person while thriving under pressure and adapting to challenges with ingenuity and resilience. Works to deadlines and consistently meets targets.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
1
1
Language
Work History
Customer Relations Officer
Flitlinks International Ltd
Kampala, 6th street Industrial Area
11.2011 - Current
- Reviewed clients' shipping documents (files) to identify any discrepancies before commencement of work.
- Handled in-person, email and mailed correspondence, keeping clients at all time aware and informed about service on 'work in progress'
- Maintained detailed cargo database reports hence offering 90% knowledge of current shipment status to clients.
- Built productive stakeholder relationships and increased engagement with customer activity.
- Evaluated customers' feedback on quality of service to identify improvement gaps and opportunities.
- Monitored customer activity to recognise account growth possibilities.
- Promoted new and updated services and increased customer retention by 60%.
- Interpreted customer needs to provide tailored advice on suitable services.
- Nurtured positive customer relationships to increase satisfaction and loyalty.
- Conducted customer surveys and recommended ways of improving customer satisfaction.
- Prepared necessary invoices for completed transactions.
- Responded timely to client's inquiries, secured inquiry resolution quality goal of 90% achieving score of 96%+ and referred complex inquiries to team leaders...
- Obtained feedback from customers to improve service experience.
- Provided 85% telephone customer support per day with professionalism, which makes customers feel wanted and appreciated.
- Resolved 90% of complaints at first point of contact, exceeding corporate target of 80% as per CRM.
- Listened actively to offer accurate information and best solution to Customer's needs.
- Deliberately sought referral from existing clients and ensured follow up on leads obtained.
Customer care Executive
PIL (UGANDA) Limited
Kampala
04.2010 - 10.2011
- Maintained and filed records in accordance with company procedure, this resulted into easy tracing of past and current shipments’ history.
- Gave daily and timely updates to customers on status of their consignments & achieved less complaints from the clients.
- Advised customers on shipping schedule and ensured proper planning of exports and imports on respective vessels. In return, customers were able to efficiently and effectively place orders with their suppliers.
- Filed customer rates and updated them whenever due.
- Through tracking customers’ shipments using online system of PIL, there was constant review of working processes with Carriers and Transport companies hence developed measures for best practices.
- Dispatched clearance invoices to customers and ensured collection of container freight , detention and other container related charges, hence boosted company revenue by 60%..
- Received Original Bills of ladings and other relevant key documents from customers and vigilantly studied them before sending release notice to third party stakeholders- this increased early and fast delivery of cargo to customers.
- Kept Cargo status reports for all customers, this fostered easy updating for company’s clients’.
- Coordinated directly with clients as well as suppliers, to ensure all customer concerns were resolved promptly and effectively.
- Ensured that each shipment generated maximum contribution to the company by keeping constant focus on meeting required service level at lowest cost possible.
- Received and answered all incoming customer telephone calls and followed up on calls which resulted into customer referrals because of good customer care.
Sales Executive
Kengrow Industries Ltd
Kampala
11.2009 - 03.2010
- Carried out active selling from initial customer greeting.
- Organised displays to promote inventory and encourage customer purchases.
- Developed strategic and operational sales plans which resulted in 40% increase in overall sales and gross margin.
- Maintained effective working relationships with customers, which amplified customer base by 50%.
- Identified target markets and established successful market plans to develop them, which contributed to 200,000 of additional revenues.
- Collaborated with Internal and external stakeholders to get hold of technical and customer information- hence adequately competed for existing business and new accounts.
- Attended trade exhibitions ,conferences and meetings, this increased acquisition of new clients hence more sales by 30%
- Maintained contact with customers throughout sales and pre-delivery process.
- Explained product usage to customers and offered advice on selections, which resulted in 60% purchases even when customer was simply window shopping!
- Organised displays to promote inventory and encourage customer purchases.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
Education
BBA - Accounting
Makerere University Business School
Kampala/Uganda 02.2006 - 12.2009
Associate of Arts - History, Economics, Geography and Islamic Religion
Kibuli Senior Secondary School
Kampala/ Uganda 01.2004 - 12.2005
High School Diploma -
Our Lady Of Good Counsel Gayaza
Kasangati/Uganda 01.2000 - 12.2003
Some College (No Degree) - Training
Business Eye Limited
Kampala/ Uganda 06.2015 - 07.2015
Some College (No Degree) - Freight Forwarding And Clearance Logistics
Uganda Revenue Authority, Training Centre
Kampala/ Uganda 04.2012 - 10.2012
Some College (No Degree) - Information Systems Management
Aptech Worldwide Corporation
Kampala/ Uganda 08.2006 - 10.2006
Skills
Time management: met and exceeded goals for call waiting and complaint resolution times
Resilience: managed high volume workload and challenging cases while still delivering first-class customer service
Communication skills: handled written email & Oral correspondences in accordance with company style guide that met all measures for quality control
Teamwork Assisted colleagues to achieve high-quality customer service and volunteering to cover absences
Conflict resolution Dealt with frustrated customers in a calm and friendly manner, resolving complaints as first point of contact wherever possible
Service & Product knowledge Comprehensive knowledge of products and Services with ability to make expert recommendations to customers
Computer skills; proficient in MS Office packages
Patience & attentiveness; Meticulously handled customers' needs and inquiries with a touch of empathy
Timeline
Some College (No Degree) - Training
Business Eye Limited
06.2015 - 07.2015
Some College (No Degree) - Freight Forwarding And Clearance Logistics
Uganda Revenue Authority, Training Centre
04.2012 - 10.2012
Customer Relations Officer
Flitlinks International Ltd
11.2011 - Current
Customer care Executive
PIL (UGANDA) Limited
04.2010 - 10.2011
Sales Executive
Kengrow Industries Ltd
11.2009 - 03.2010
Some College (No Degree) - Information Systems Management
Aptech Worldwide Corporation
08.2006 - 10.2006
BBA - Accounting
Makerere University Business School
02.2006 - 12.2009
Associate of Arts - History, Economics, Geography and Islamic Religion
Kibuli Senior Secondary School
01.2004 - 12.2005
High School Diploma -
Our Lady Of Good Counsel Gayaza
01.2000 - 12.2003