To gain and expand my professional knowledge and gain practical hands on skills so as to enable me work in a challenging and dynamic environment
JAMES PETER OKIROR
Public administrator/ customer care expert
NAMASUBA -KIKAJJO,102
Summary
Experienced Customer service expert bringing 9 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Service Supervisor
Carlcare service canter (transsion Uganda)
Kampala, Kampala District
1 2015 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
- Played an active role in continuous improvement initiatives aimed at optimizing service delivery processes.
- Assisted in the recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
- Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Fostered positive work environment, leading by example and encouraging open communication among team members.
- Improved team morale and reduced turnover through regular training sessions and team-building activities.
- Completed bi-weekly payroll for 32 employees.
Mobile Phone Technician
Carlcare Service Limited
Kampala, Kampala District
02.2015 - 07.2018
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
- Provided advice to consumers on safety and reliability of third-party replacement parts.
- Collaborated with team members to improve overall efficiency and quality of mobile phone repairs.
- Offered guidance to consumers on purchasing mobile phone accessories.
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
- Contributed to higher levels of customer retention through prompt communication regarding repair status updates and follow-up calls post-repair completion.
- Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates.
- Decommissioned unwanted consumer devices, safeguarding remaining data through reliable destruction methods.
- Applied external accessories such as screen protectors, skins and more.
- Established a reputation for quality workmanship within the community, resulting in increased positive word-of-mouth referrals.
Education
Bachelor of Arts - Public Administration And Services
Kyambogo University
Kampala, Uganda 04.2001 -
High School Diploma -
Highlight Secondary School Kadama -kibuku
KIBUKU 02.2012 - 12.2013
Skills
Problem-Solving
Customer Relations
Team Building and Leadership
Complaint resolution
Time Management
Decision-Making
Service Delivery Optimization
Call Center Operations
Training and mentoring
MS Office
Customer Service
Customer Relationship Management (CRM)
CRM software proficiency
Call Monitoring
Delegating Work
Training programs
Practicalskillsandtrainings
- Computer skills- A good knowledge in Microsoft Office Applications like Ms Word, Excel, Power point and Access.
- Certificate in customer experience with carlcare service limited
- Certificate in advanced excel and data management at carlcare service limited
- Management skills for over 7 years at carlcare service limited
- Certificate in transsion Uganda multi-cultural communication training.
Languageability
- English, Good, Good
- Luganda, Good, Good
- Ateso, Good, Good
- Kiswahili, Good, Fair
Homedistrict
PALISA
Currentaddress
NAMASUBA -KIKAJJO, MAKINDYE SSEBAGABO, WAKISO DISTRICT
Individualattributes
- Hardworking
- Organisation and planning skills
- Team player and possess high level of integrity
- Responsible, committed and willingness to learn.
- Result oriented
Telephonecontact
+256 745648754/ +256 705272043
Emailaddress
jamespeter.jo@gmail.com
Personal Information
- Date of Birth: 04/04/92
- Gender: MALE
- Nationality: UGANDAN
References
- MR. GIMEYI MOSES, 0704780748
- MR. KAUTA HAMDAN, 0706282268
Disclaimer
James Peter Okiror, 06/17/24
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 32 staff members.
- Resolved product issue through consumer testing.
Certification
Best performance award
Interests
Travelling around the world to know new places Reading newspapers and journals Participating i
I love traveling around the world , i have traveled to china in 2019, visited my neighboring countirs like Zanzibar in 2023 , sudan in 2023
Timeline
Best performance award
05-2024
Mobile Phone Technician
Carlcare Service Limited
02.2015 - 07.2018
High School Diploma -
Highlight Secondary School Kadama -kibuku
02.2012 - 12.2013
Bachelor of Arts - Public Administration And Services
Kyambogo University
04.2001 -
Customer Service Supervisor
Carlcare service canter (transsion Uganda)
1 2015 - Current