Communication
FATUMA WABADDE
CUSTOMER SUPPORT
Kampala,Kampala
Summary
Service-oriented Customer Support Representative with four years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
4
4
Certificates
Work History
SALES MANAGER
MTN UGANDA.
Kampala, 102
6 2015 - 6 2022
- Strengthened profit opportunities by managing time and resources to meet sales objectives
- Retained key accounts through proactive relationship management and addressing customer concerns promptly.
- Exceeded specific team goals and resolved issues, partnering with upper management team to share and implement continuous improvements.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Managed over 100 calls per day and increased sales by 10%.
Customer Support Advisor
AIRTEL UGANDA.
09.2013 - 09.2015
- Managed up to 100 customer inquiries per day in fast-paced centre
- Enhanced team performance with regular coaching and feedback sessions.
- Contributed to development of new training programs for incoming Customer Support Advisors, improving onboarding experience.
- Provided information on after-sales services for comprehensive support.
- Enhanced team performance with regular coaching and feedback sessions
- Contributed to the development of a new training program for incoming Customer Support Advisors, improving onboarding experience
Education
Bachelor of Arts in Education - LITERATURE AND ENGLISH
MAKERERE UNIVERSITY
Kampala, 102 08.2008 - 01.2012
Certificate -
Certificate in Computer Studies
Kampala 02.2014 - 01.2015
High School Diploma -
HIGH SCHOOL
Uganda 01.2000 - 11.2008
Skills
Sales Reporting
Sales operation
Sales Planning
Communication
CRM Software eg ZENDESK
Complaint Handling
Report Generation
Certification
Certificate in Building Lasting Customer – Brand Relationships.
City
Kampala
References
- Miss. Natukunda Lucky, Manager, MTN Uganda.lucky.Natukunda@mtn.com
Accomplishments
- Promoted to Regional Sales Manager after two successful years in the sales department.
- Resolved product issue through consumer testing.
- Created a company-wide, comprehensive training program for all sales team members.
Affiliations
- Rotary International
Software
Spreadsheets
Google suits
Microsoft
Data analysis
Zendesk
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
InternshipContract WorkFull TimeLocation Preference
RemoteImportant To Me
Company CultureCareer advancementTimeline
Certificate -
Certificate in Computer Studies
02.2014 - 01.2015
Customer Support Advisor
AIRTEL UGANDA.
09.2013 - 09.2015
Bachelor of Arts in Education - LITERATURE AND ENGLISH
MAKERERE UNIVERSITY
08.2008 - 01.2012
High School Diploma -
HIGH SCHOOL
01.2000 - 11.2008
SALES MANAGER
MTN UGANDA.
6 2015 - 6 2022