Edwin Ariko
CUSTOMER SUCCESS/SUPPORT|ADMINISTRATIVE ASSISTANT|BUSINESS DEVELOPMENT ASSOCIATE
Kampala,Kampala
Summary
CUSTOMER SUCCESS/SUPPORT|ADMINISTRATIVE ASSISTANT|BUSINESS DEVELOPMENT ASSOCIATE
EXECUTIVE SUMMARY
Customer-centric professional with 4+ years of experience in Customer support and Administrative Support. Adept at building strong client relationships, resolving complex issues, and driving retention. Skilled in onboarding, conflict resolution, documentation, and cross-team collaboration to provide a seamless customer experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support/Administrative Assistant
Agtech Engineering Co. Ltd
Kampala
02.2020 - Current
- UG
- Championed Customer Satisfaction: Achieved an 80% satisfaction rating by proactively resolving customer inquiries, showcasing strong communication and problem-solving skills
- Increased Customer Retention: Contributed to business growth through excellent customer service, earning positive referrals and driving client loyalty
- Improved Issue Resolution Efficiency: Reduced facility downtime by 20% through effective triage and assignment of technical requests, ensuring prompt response
- Troubleshoot Complex Issues: Successfully resolved 75% of client concerns independently, including project delays, billing, and contract misunderstandings
- Escalated complex issues with clarity for timely resolution (80% success rate)
- Streamlined Client Requests: Accurately processed service changes, orders, and payments (90% accuracy), ensuring a positive customer experience of over 30+ clients simultaneously
- Represented Senior Management: Attended meetings on behalf of executives, demonstrating strong communication and collaboration skills in an international context
- Managed International Partnerships: Monitored and supported partnerships with companies like SellyFak Energy Services Ltd and Kamit Group, ensuring smooth collaboration and project success
- Enhanced Data-Driven Insights: Maintained detailed customer interaction records, leading to a 15% reduction in repeat inquiries through proactive issue identification.
Customer Service Specialist/Sales Associate
Performance Furnishings (U) Ltd
Kampala
01.2019 - 01.2020
- UG
- Rapidly Adapted to Client-Facing Role: Leveraged product knowledge to excel in sales and customer success, demonstrating adaptability and strong interpersonal skills
- Delivered Top-Tier Support: Achieved high customer satisfaction through proactive support and first-call resolution, building strong customer relationships
- Converted Support into Sales: Utilized problem-solving and suggestive selling to boost retention and generate additional sales revenue
- Streamlined Client Information: Quickly mastered customer service software, accurately updated account information, and identified new client acquisition opportunities.
Forex Teller
Quick Exchange Forex Bureau
10.2017 - 12.2018
- UG
- Ensured Financial Accuracy: Maintained a perfect record (zero discrepancies) in processing high-volume financial transactions, reconciling cash, and maintaining accurate records
- Prioritized Customer Satisfaction: Provided excellent service leading to positive customer feedback, efficiently processing transactions, and addressing customer needs.
Linux admin Intern
Soft Edge Uganda
Kampala, UG
06.2017 - 07.2017
- Organized Files & Systems: Managed user accounts, permissions, and security settings, ensuring data integrity and efficient access
- Troubleshot & Maintained Operations: Monitored system logs, conducted routine system backups, and resolved technical issues to ensure smooth operation.
Education
Diploma - Information Technology
Universal Institute of Graphics and Technology
June 2017
Skills
- Communication & Problem-Solving: Demonstrated ability to handle challenging content while maintaining objectivity and professionalism including the ability to interact professionally with users and escalate issues effectively
- Technical Aptitude: Familiarity with content moderation tools and platforms, as well as a basic understanding of audio and voice synthesis technologies
- Quick Decision-Making & Attention to Detail: Proven ability to make swift, accurate decisions while maintaining a high level of attention to detail in a fast-paced environment
- Adaptability & Continuous Learning: Proven ability to adapt to changing policies and technologies, and a commitment to ongoing learning and development in the field of online safety
- Teamwork & Collaboration: Strong collaboration skills and the ability to work effectively as part of a larger moderation and customer support team
- Organization & Documentation: Meticulous reporting and record-keeping
- Languages: English - C2 Proficient ,Spanish - Elementary
Certification
Aligning Customer Experience with Company Culture - LinkedIn Learning
English Certificate (C2 Proficient) - EF SET
Salesforce Administrator Certification (In Progress) - TrailHead ( Salesforce)
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureCareer advancementFlexible work hoursWork from home optionStock Options / Equity / Profit Sharing401k matchPaid time offTimeline
Customer Support/Administrative Assistant
Agtech Engineering Co. Ltd
02.2020 - Current
Customer Service Specialist/Sales Associate
Performance Furnishings (U) Ltd
01.2019 - 01.2020
Forex Teller
Quick Exchange Forex Bureau
10.2017 - 12.2018
Linux admin Intern
Soft Edge Uganda
06.2017 - 07.2017
Diploma - Information Technology
Universal Institute of Graphics and Technology
Similar Profiles
Tom PeartTom Peart
Line Worker at Direct Injection Technologies AgTechLine Worker at Direct Injection Technologies AgTech
Craig NormanCraig Norman
Truck Driver at DIT AgtechTruck Driver at DIT Agtech
Kym WardKym Ward
Production Worker at Agtech Food ManufacturingProduction Worker at Agtech Food Manufacturing