Olive Kateme

• Create and maintain detailed database to develop promotional sales.
• Liaise with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Optimize customer support by establishing collaborative service environments through targeted operational initiatives.
• Work with clients to address and respond to client and partnership management issues.
• Assist customers with product selection based on their unique requirements while also upselling additional features or services when appropriate.
• Cross-train and back up other customer service managers.
• Manage department call volume of 50 calls per day and coordinate department schedules to maximize coverage during peak hours.
• Contribute to development of company policies and procedures related to customer service standards, ensuring consistency across all touchpoints.
• Assist with conflict resolution during partnership negotiations and acquisitions.
• Investigate and resolve customer inquiries and complaints quickly.
• Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Educate customers about billing, payment processing and support policies and procedures.
• Directed 4-person team of customer service personnel while helping front-line team members work effectively with over 25 daily customers.
• Enhanced productivity levels by anticipating needs and delivering outstanding support
• Produced and implemented customer satisfaction guarantee program which directly resulted in 15% increase in sales.

• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Cultivated high-performance team through targeted recruitment efforts, training programs, and performance management systems.
• Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
• Coordinated team schedules to keep shifts properly staffed during busy periods.
• Optimized resource allocation by closely monitoring project progress and adjusting priorities as needed.
• Negotiated contracts with suppliers and vendors, securing favorable terms for company while maintaining strong relationships.
• Streamlined business processes by implementing new project management tools and techniques.
• Evaluated current market trends and competitor strategies, guiding development of innovative solutions to stay ahead in industry.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Established new revenue streams through targeted marketing initiatives and product diversification efforts.
• Interacted well with customers to build connections and nurture relationships.
• Provided feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Mentored junior staff members, helping them grow professionally and contribute more effectively to team''s goals.
• Enhanced and redefined organizational structure to maintain competitive edge across territories.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Trained and guided team members to maintain high productivity and performance metrics.
• Managed cross-functional teams, ensuring timely completion of projects within budget constraints.
• Fostered culture of continuous improvement by encouraging employee input on process optimization efforts.
• Coordinated international expansion efforts, successfully navigating complex legal requirements and cultural differences.
• Enhanced customer satisfaction levels by implementing effective feedback system and addressing concerns promptly and efficiently.
• Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
• Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

• Sorted and distributed office mail and recorded incoming shipments for corporate records.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Managed department budgets and generated financial reports for management review.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Assisted coworkers and staff members with special tasks on daily basis.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Assisted development and implementation of new administrative procedures
• Executed record filing system to improve document organization and management.
• Established administrative work procedures to track staff's daily tasks.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.

• Skilled at working independently and collaboratively in team environment.
• Demonstrated high level of initiative and creativity while tackling difficult tasks.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Passionate about learning and committed to continual improvement.
• Strengthened communication skills through regular interactions with others.
• Worked effectively in fast-paced environments.
• Worked flexible hours across night, weekend, and holiday shifts.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Demonstrated leadership skills in managing projects from concept to completion.
• Proven ability to develop and implement creative solutions to complex problems.
• Adaptable and proficient in learning new concepts quickly and efficiently.

• Developed technical and non-technical marketing presentations, public relations campaigns, articles, and newsletters.
• Developed comprehensive marketing plans for product launches, driving successful outcomes.
• Monitored competitor activities, identifying potential threats or opportunities for strategic advantage.
• Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
• Completed and submitted monthly and yearly reports to support executive decision making.
• Captured new customers by optimizing business strategies and launching products to diversify offerings.
• Assisted in budget management for marketing department, ensuring cost-effective allocation of resources
• Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
• Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
• Coordinated appointments and meetings for marketing director with 50 active projects