Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Hi, I’m

NAJJEMBA DORCUS

CUSTOMER CARE EXECUTIVE
KAMPALA

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Understanding Customer Care Executive with over six years of experience in customer care arena. Excellent time management and organizational skills to adapt to new processes Hardworking and passionate with strong organizational skills. Ready to help team achieve company goals. 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
years of professional experience
5
years of post-secondary education
2
Languages

Work History

THE COOPER MOTOR CORPORATION UGANDA LTD
Kampala

Market Executive
12.2021 - Current

Job overview

  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Planned and executed events and marketing programs to increase qualified leads.
  • Coordinated appointments and meetings for brand managers with over 15 active projects.
  • Completed and submitted reports for every activity/event to support executive decision making.
  • Oversaw event happenings in progress, answered guest questions, acted quickly to resolve problems and support team members and managers.
  • Managed venue, labor and technical efforts of internal and external partners to successfully execute over 10 events per year.
  • Developed and maintained year-round calendar of events, raised brand awareness and drove organic engagement with consumers and partners.
  • Established clear objectives and goals for each event, drove execution toward goals and measured and monitored results to track impact.
  • Oversaw event registration process by collecting and tracking attendee information.
  • Developed detailed event reports, documenting all aspects of each event.
  • Coordinated travel and accommodations for event attendees.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Utilized social media to promote events and increase attendance.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Generated sponsorships with related and partnering entities to enhance marketing objectives.

THE COOPER MOTOR COROPORATION UGANDA LTD
Kampala

Customer Care Executive
10.2017 - Current

Job overview

  • Evaluated interactions between associates and customers to assess personnel performance.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Maintained and managed customer files and databases.
  • Assigned and designated job territories to customer care staff according to performance and history.
  • Kept accurate records of all customer interactions and transactions.
  • Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Conducted surveys to determine customer opinion of products and services.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Communicated with customers to identify needs and expectations.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Provided customers with updates and periodic statements on service developments and changes in trends.
  • Took ownership of customers issues to follow problems through to resolution.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

kyosiima maternity hospital
Kampala

Customer Relations Officer
05.2016 - 06.2017

Job overview

  • Developed and implemented standards for staff to provide consistent service to customers.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Created training guides and in-person and online training courses to improve customer user experience in hospital environment.
  • Produced and implemented customer satisfaction guarantee program which directly resulted in 5% increase in sales.
  • Assisted with conflict resolution during partnership negotiations and acquisitions.
  • Maintained statistical database of customers using excel for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.


Education

NKUMBA UNIVERSITY
ENTEBBE

from Office Management
08.2013 - 11.2016

University Overview

  • Awarded DIPLOMA IN OFFICE MANAGEMENT AND SECRETARIAL STUDIES

FORD ACADEMY
SOUTH AFRICA

from Customer Service
12.2017 - 12.2017

University Overview

People Skills: Effective Electronic Communication

FORD ACADEMY
SOUTH AFRICA

from Customer Service
03.2018 - 03.2018

University Overview

DIY Customer satisfaction Improvement Training

FORD ACADEMY
ONLINE

from Customer Service
09.2022 - 09.2022

University Overview

Better at Communication: Being Respectful

FORD ACADEMY
ONLINE

from Communications
09.2022 - 09.2022

University Overview

Become better at communication: Guest interaction

FORD ACADEMY
ONLINE

from Customer Service
09.2022 - 09.2022

University Overview

Become Better at Communication: Being Friendly

FORD ACADEMY
ONLINE

from Customer Service
09.2022 - 09.2022

University Overview

Foundation Technical and Parts Product Knowledge eLearning

LINKEDIN LEARNING
ONLINE

from Marketing
05.2023 - 05.2023

University Overview

COMPETITIVE INTELLIGENCE

MAKERERE UNIVERSITY BUSSINESS SCHOOL
NAKAWA

Bachelor of Science from Marketing
08.2022 - Current

University Overview

ALISON
ONLINE

from Digital Communications And Media
06.2022 - 07.2023

University Overview

DIGITAL ADVERTSING AND MARKETING 101

Skills

    Customer Response

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Accomplishments

Accomplishments
  • Collaborated with team of over 100 people in the development and launching of 10 service centre country wide.
  • Documented and resolved customer complaints survey which led to increased CSI rates.
  • Used Microsoft Excel to develop marketing store inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 20+ calls per day, providing information and service to ensure customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Compiled inventory lists and worked with vendors for product pricing and special orders for the marketing store.


Interests

READING

SWIMMING

TRAVEL

GONIG TO GYM

MAKING NEW FRIENDS

Timeline

LINKEDIN LEARNING
from Marketing
05.2023 - 05.2023
FORD ACADEMY
from Customer Service
09.2022 - 09.2022
FORD ACADEMY
from Communications
09.2022 - 09.2022
FORD ACADEMY
from Customer Service
09.2022 - 09.2022
FORD ACADEMY
from Customer Service
09.2022 - 09.2022
MAKERERE UNIVERSITY BUSSINESS SCHOOL
Bachelor of Science from Marketing
08.2022 - Current
ALISON
from Digital Communications And Media
06.2022 - 07.2023
Market Executive
THE COOPER MOTOR CORPORATION UGANDA LTD
12.2021 - Current
FORD ACADEMY
from Customer Service
03.2018 - 03.2018
FORD ACADEMY
from Customer Service
12.2017 - 12.2017
Customer Care Executive
THE COOPER MOTOR COROPORATION UGANDA LTD
10.2017 - Current
Customer Relations Officer
kyosiima maternity hospital
05.2016 - 06.2017
NKUMBA UNIVERSITY
from Office Management
08.2013 - 11.2016

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NAJJEMBA DORCUSCUSTOMER CARE EXECUTIVE