JUDITH GLORIA KAYANGA
Kampala,Uganda
Summary
Talented Customer Support Manager with expertise in resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes, and managing support teams that span multiple locations. Personable and dedicated customer service representative with extensive experience in the industry. Proven skill in establishing rapport with clients.
Overview
6
6
years of professional experience
Work History
General and Customer Relations Manager
Shaka Zulu Foods Limited
Kampala, Uganda
03.2024 - 03.2025
- Conducted specialized training sessions to enhance staff performance.
- Addressed customer concerns to resolve service-related issues.
- Managed work distribution and evaluated team effectiveness.
- Facilitated interdepartmental communication to guarantee timely and accurate delivery of information to clients.
- Delivered recommendations on effective strategies for addressing customer complaints.
- Led cross-functional teams to address and resolve complex customer issues promptly.
- Proposed or approved modifications to project plans.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Offered direction and training to newly hired staff for understanding different company initiatives.
- Engaged in conferences to enhance recognition of the brand with prospective clients.
- Resolved escalated customer service issues in a timely manner.
- Provided guidance on how to handle difficult customers or situations.
- Monitored customer service standards to ensure high levels of customer satisfaction.
- Analyzed customer feedback data to identify areas for improvement in products or services.
- Addressed inquiries from clients and department team members.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Managed crisis communications, turning dissatisfied customers into brand advocates.
- Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Maintained accurate records of customer interactions and transactions.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Organized and hosted customer appreciation events and webinars to strengthen relationships.
Sales, Activations & Customer Care Officer
Riela Uganda
KAMPALA, UGANDA
05.2023 - 03.2024
- Answering customer inquiries and customer questions, both online and offline.
- Processing customer accounts from the issuance of quotations and offers, through follow-ups, to closure.
- Supporting the sales team and referring leads to the team.
- Working on bids and submitting the required documents.
- Collecting and communicating customer feedback.
- Maintaining open and interactive communication with clients, colleagues, and management.
- Maintaining and processing customer call records.
- Answering phone calls, emails, and face-to-face customer inquiries.
- Ensuring there is organization in the company and that projects are running.
- Monitor the company's industry competitors, new products, and market conditions, and share feedback with management.
- Planning our participation in the trade fairs and exhibitions.
- Planning exhibition space layouts and activities programs, such as equipment layout, customer service, and demonstrations.
- Ensuring all the necessary equipment is available at the exhibition venue.
- Creating and maintaining reports and pipelines on customer interactions.
- Represent the company and brand during all customer and prospect interactions.
- Updating customer records in our system, including notes about conversations and outcomes.
- Presenting ideas for improving customer care.
- Recorded details of all inquiries, complaints, and comments.
Front Desk Administrator & Customer Relations
Silver Springs Hotel
06.2022 - 05.2023
- Monitoring and ensuring that there is smooth running of the activities (Functions) organized for the day
- Answering incoming mails and phone calls from clients and giving feedback
- Dealing with clients inquiries and complaints
- Managing reservations for functions and accommodation
- Carrying out Hostess duties on busy days
- Representing the company and brand during all customer and prospect interactions
- Ensuring relationship between staff and management
- Taking part in organizing events at the Hotel
- Representing the Facility in the outdoor meetings and functions
Records Keeper, Sales and Admin Assistant
Home Goods Company Limited
04.2021 - 05.2022
- Manage multiple customer accounts simultaneously
- Maintain records of all sales leads and/or customer accounts
- Represent the company and brand during all customer and prospect interactions
- Monitor the company's industry competitors, new products, and market conditions and share feedback to management
- Carrying out stock taking
- Handling conflicts among Clients and management
- Ensuring there is organization in the company and projects running
News Anchor, Presenter, Secretary & Station Reporter
NBS Group of Companies
07.2020 - 04.2021
- Taking part in creating voice overs and voicing content of advertisements on 89.4 NBS FM
- News Reporting, Writing, Editing and Anchoring 89.0 Smart FM
- Carrying out secretariat duties
- Representing the company in conferences and functions
- Hosting live entertainment shows and interviews
- Producing live entertainment shows
- Presenting live health Radio Shows
- Producing recorded shows
- Representing the Organization in the trainings and conferences
- Handling the Station's social media platforms
- Taking part in the planning and organization of the running campaigns and the social responsibility activities
Administrator and Brand Ambassador
Zoom One Photography
11.2018 - 06.2020
- Managing clients bookings and reservations for the photoshoots
- Taking part in the planning and organization of the running campaigns and the social responsibility activities
- Participating in fashion showcasing and runway
- Booking agreed photoshoot premises
- Carrying Out customer care duties
- Enhancing, maintaining and securing the company's reputation
- Handling media houses and briefing them when necessary
Education
Bachelor of Arts - Public Relations,Mass Communication and Journalism
Uganda Technology And Management University
Wakiso11.2023
Associate of Arts - Customer Care Service Skills
Alison Online Education
Ireland03-2023
Certificate - Radio and Television Broadcasting
NBS Group of Companies
Jinja07.2018
Uganda Advanced Certificate of Education -
Jinja Senior Secondary School
Jinja12.2017
Uganda Certificate of Education -
Jinja Senior Secondary School
Jinja12.2015
Primary Leaving Examination Certificate -
Kivubuka Primary School
12.2011
Skills
- Effective Public Speaking
- Team Management Skills
- Good interpersonal skills
- Excellent MS Office Suite (Excel, Word, PDF, PowerPoint)
- Good typing skills
- Strong written and oral communication skills
- Risk Management
- Effective Problem Resolution
- Ability to multitask effectively
- Project Management
- Creativity skills
- Live reporting on radio, television skills
- Public relations skills
- Marketing skills
- Timely News Reporting Skills
- Strong Organizational Abilities
- Independence and adaptability skills
- Visual Communication Skills
- Editing skills, for example, in news
- Presenting on radio and television skills
- Photoshop skills
- Hospitality skills
- Modeling skills
- Acting skills (dance and drama)
- Crisis management
- Team leadership
- Feedback collection
- Employee training
- Customer service
- Conflict resolution
- Customer relationship management
Languages
- English - Fluent
- Luganda - Fluent
- Lusoga - Fair
- Swahili - Fair
References
- Ms. Achan Naome Phionah, Chief Administrator, Riela Uganda, (+256) 789023503, (+256) 0757929555
- Mr. Kabuye Rogers, Station Manager and Production Director, NBS Group of Company, (+256) 773842501, (+256) 758747324
- Mr. Nsubuga Nathan, Front Desk Manager, Silver Springs Hotel, (+256) 703825436, (+256) 774909770
- Mr. Godfrey Marange, Representative in Uganda, Supervisor, RIELA German, (+256) 772523288, (+491) 725330322
HOBBIES
- Interacting with new people
- Reading
- Dancing
- Acting
Timeline
General and Customer Relations Manager
Shaka Zulu Foods Limited
03.2024 - 03.2025
Sales, Activations & Customer Care Officer
Riela Uganda
05.2023 - 03.2024
Front Desk Administrator & Customer Relations
Silver Springs Hotel
06.2022 - 05.2023
Records Keeper, Sales and Admin Assistant
Home Goods Company Limited
04.2021 - 05.2022
News Anchor, Presenter, Secretary & Station Reporter
NBS Group of Companies
07.2020 - 04.2021
Administrator and Brand Ambassador
Zoom One Photography
11.2018 - 06.2020
Bachelor of Arts - Public Relations,Mass Communication and Journalism
Uganda Technology And Management University
Associate of Arts - Customer Care Service Skills
Alison Online Education
Certificate - Radio and Television Broadcasting
NBS Group of Companies
Uganda Advanced Certificate of Education -
Jinja Senior Secondary School
Uganda Certificate of Education -
Jinja Senior Secondary School
Primary Leaving Examination Certificate -
Kivubuka Primary School