Justine Nakuya
Call Centre Supervisor/ Human Resource Liason
Kampala,102
Summary
A versatile result-oriented management executive with 5 years’ experience in customer experience, sales and customer service, 1 and 1/2 years as a human resource assistant, 3 years directing performance and customer life cycle administration. I have a proven track record in leadership skills, Human resource management, team engagement, training and mind-set change, innovations and ideas focusing on business process to align with SLAs, efficiency to cut costs increasing people and business productivity. I have the capacity to work with cross/multi-cultural and functional teams. I have had significant exposure to professional customer services and sales in a busy and fast growing professional environments while working with aYo Uganda, Youth achievers’ forum and SJOSA Sacco.
I have also had great exposure to Hr policies and Systems, and IT systems through constantly helping the HR department and the IT department respectively.
Graduate from Makerere University with a Bachelor’s degree in Commerce. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Call Centre Supervisor
aYo Uganda
Kampala, Uganda
01.2021 - Current
- Maintained excellent attendance record, consistently arriving to work on time.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developed and maintained courteous and effective working relationships.
- Developed team communications and information for meetings.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained energy and enthusiasm in fast-paced environment.
- Improved operations through consistent hard work and dedication.
- Identified issues, analyzed information and provided solutions to problems.
- Prepared variety of different written communications, reports and documents.
Human Resource Liason
aYo Uganda
Kampala, Uganda
01.2021 - Current
- Used coordination and planning skills to achieve results according to schedule.
- Participated in team-building activities to enhance working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Developed team communications and information for meetings.
- Managed team of employees, overseeing hiring, training, and professional growth of employees.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Prepared variety of different written communications, reports and documents.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and maintained courteous and effective working relationships.
- Maintained energy and enthusiasm in fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Call Center Agent/ Buffer Team Leader
aYo Uganda
Kampala, Uganda
01.2018 - 12.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted available products and services to customers during service, account management and order calls.
- Responded to customer requests for products, services and company information.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Entered customer information into customized computer system with [Software] to document and organize client records.
- Applied strong communication and negotiation skills to sell aYo Insurance to MTN subscribers.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Youth Group Leader
Youth Achievers Forum
Kampala, Uganda
01.2017 - 12.2017
- Raised congregational awareness of needs and contributions of youth to SDGs and daily operations.
- Scheduled and managed teams of youth volunteers.
- Taught and counseled youth ages 16 to 30.
- Set goals for youth in church and communicated with parents regarding progress.
- Oversaw youth budget and tracked all expenses.
- Built lasting relationships with youth and parents or guardians.
- Shared valuable life experiences with youths aged 16 to 30 to promote positive self-esteem and improve social skills.
- Planned weekly groups as well as special events.
- Completed field mission in schools to assist native peoples in learning about SDGs
- Wrote and distributed accessible literature about to educate community on the SDGs.
Receptionist
SJOSA Sacco
Kampala, Uganda
01.2015 - 12.2016
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Scheduled and confirmed appointments and meetings for senior management team.
- Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.
- Answered and quickly redirected large volume of calls on central system.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone or postal mail.
- Received and routed business correspondence to correct departments and staff members.
- Kept reception area clean and neat to give visitors positive first impression.
- Screened visitors and issued badges to maintain safety and security.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Oversaw inventory materials monitoring, requisitions and supply re-stocking.
- Liaised with vendors, contractors and professional services personnel to properly process orders.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Maintained building security by monitoring logbook and issuing visitor badges.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Resolved customer problems and complaints.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Answered phone promptly and directed incoming calls to correct offices.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
Bachelors - Human Resource Management
Kampala International University
Kampala 02.2022 - Current
Bachelors - B.COM
Makerere University
Kampala 08.2013 - 01.2017
High School Diploma -
St. Kizito SSS Kabowa
Kampala 01.2011 - 12.2012
Certificate - Project Planing And Management
St. Lawrence University
Kampala 01.2018 - 03.2018
Certificate - Monitoring And Evaluation
St. Lawrence University
02.2018 - 04.2018
Certificate - Computer Programing (HTML, CSS And Javascript)
Progate
01.2019 - 06.2019
Skills
Helpdesk call support
Physically fit and agile
Call decisioning
Call center operations
Knowledge of supervisory concepts
Inbound and outbound calls
Call management software
Product Recall Process
Supervisory expertise
Memorization and recall aptitude
Numerically-savvy
Documenting calls
Outbound sales calling
Call etiquette understanding
Call analysis feedback
Emergency call response
Language Proficiency
Mother tongue(s)
Luganda.
English.
Other language(s)
LANGUAGE UNDERSTANDING SPEAKING WRITING
French Intermediate Intermediate Intermediate
Korean Intermediate Intermediate Intermediate
Germany Intermediate Intermediate Intermediate
Accomplishments
- Supervised team of 30 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Successfully helped in easing the HR’s workload by volunteering to help her in her duties and it was later made official.
- Successfully trained the HR manual to all the new recruits at aYo Uganda.
- Due to my love for a cashless environment, I have successfully taught myself programming and I can myself a junior developer.
- Achieved all my set targets through effectively helping with monitoring and coaching my team regularly.
- Documented and resolved late coming through introducing morning huddles which led to improvement of the agents' productivity.
References
1. Isaac Mugoya
aYo Uganda Limited
Quality Assurance
Mob: +256772303123
Email: Isaac.Mugoya@ayo.co.ug
2. Wilson Mutebi
Wave Mobile Money Inc.
Sales Trainer
Mob: +256772246971
Email: wilsonmutebim@gmail.com
3. Arthur Ahimbisibwe
aYo Uganda Limited
Lead Supervisor
Mob: +256774022515
Email: Arthur.Ahimbisibwe@ayo.co.ug
Timeline
Bachelors - Human Resource Management
Kampala International University
02.2022 - Current
Call Centre Supervisor
aYo Uganda
01.2021 - Current
Human Resource Liason
aYo Uganda
01.2021 - Current
Certificate - Computer Programing (HTML, CSS And Javascript)
Progate
01.2019 - 06.2019
Certificate - Monitoring And Evaluation
St. Lawrence University
02.2018 - 04.2018
Call Center Agent/ Buffer Team Leader
aYo Uganda
01.2018 - 12.2019
Certificate - Project Planing And Management
St. Lawrence University
01.2018 - 03.2018
Youth Group Leader
Youth Achievers Forum
01.2017 - 12.2017
Receptionist
SJOSA Sacco
01.2015 - 12.2016
Bachelors - B.COM
Makerere University
08.2013 - 01.2017
High School Diploma -
St. Kizito SSS Kabowa
01.2011 - 12.2012