Peruth Nalubwama
CUSTOMER ASSISTANT MANAGER
Kampala,UGANDA
Summary
Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Assistant Customer Service Manager
EZEE MONEY UGANDA
UGANDA, 102
06.2023 - Current
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problem solving.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels
Customer Service Representative
Ezee Money Uganda
06.2022 - 05.2023
- Assist insurance over 70 customers per day who are in hospitals with the challenges they have with their insurance cards, Receive and answer emails from partners, Answer texts from support groups, Troubleshoot terminals software and connectivity issues, Handle complaints and problems from agents, Respond to customers who encounter error messages while accessing websites, emailing or downloading content, Provide fast and best customer service to customers and agents, Work under pressure in a fast-paced environment
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Customer Service Representative
International
06.2019 - 11.2019
- Answering over 100 incoming calls from customers, Making outgoing calls to customers to ensure their satisfaction, Database management
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Digital Associate/ Cyber café Attendant
Zion Cyber Café Masanafu
01.2021
- Troubleshoot hardware, terminals, software and connectivity issues, Monitor use of computers, media equipment, printing equipment and other machines to ensure compliance with café policies and applicable laws and regulations, Respond to customers who encounter error messages while accessing websites, emailing or downloading content, Assist customers with downloads, printing, scanning, attaching and emailing documents
Accounts assistant
Lockhart Gardner & Mitchell
01.2018
- Reconciliation of cash book bank balance and stock books, Data entry of daily receipts, Banking of cash
Online marketer
Navesh online marketing
05.2017 - 08.2015
- Receiving of online calls, Calling and marketing online, Closing the sale
HR and accounting internship
Oster Group of Companies
06.2016
- Head of students, handled questions to be presented to the head of HR dept.
Cashier, receptionist and marketing volunteer
Uganda Driving Standard Agency
05.2013
- Receiving of cash, Issuing of receipts, Data entry of daily receipts and expenses in quick books, Volunteered in marketing
Education
Bachelors of Business Administration (Honors) Degree. - BBA
Punjab Technical University
Punjab India 01.2014 - 04.2017
Uganda Advanced Certificate of Education (U.A.C.E) -
St Catherine's College Makindye
Makindye 01.2011 - 04.2012
Uganda Certificate of Education (U.C.E) -
Mityana Standard Secondary School
Mityana 01.2007 - 04.2010
Skills
Customer Engagement
undefinedComputer Applications
Proficiency Level Advanced Quick books, MS Word, MS PowerPoint, MS Excel & MS Access
Key Qualifications
Bachelor of Business Administration from Punjab Technical University - One year post-graduation experience, exposure to knowledge of principles and practices of financial record keeping and performing accounting functions - Excellent presentation, writing and reporting skills coupled up with ability to work in a fast paced, multi-cultural Environment.
Co Curricular Interests
Debating, Travelling, Current Affairs, Reading Novels; and parallel to the above Other positions of leadership include; Dormitory prefect; President, sanitary prefect at MITYANA STANDARD SCHOOL I participate in the above club activities, which include: Fellowship, Community Service Activities, and Site Tours, Blood Donation Activities, Relief Distribution, Counseling Activities etc. This has given me opportunities to Learn, Appreciate & Contribute to something bigger than myself; to the community I live in.
Personal Information
- Date of Birth: 06/01/93
- Nationality: Uganda
References
References are available on request.
watching movies,music,dancing,food,travelling
In my free time,i enjoy movies,series,i love dancing,i love travelling ,trying out different types of food,i love music,it heals my soul
Timeline
Assistant Customer Service Manager
EZEE MONEY UGANDA
06.2023 - Current
Customer Service Representative
Ezee Money Uganda
06.2022 - 05.2023
Digital Associate/ Cyber café Attendant
Zion Cyber Café Masanafu
01.2021
Customer Service Representative
International
06.2019 - 11.2019
Accounts assistant
Lockhart Gardner & Mitchell
01.2018
Online marketer
Navesh online marketing
05.2017 - 08.2015
HR and accounting internship
Oster Group of Companies
06.2016
Bachelors of Business Administration (Honors) Degree. - BBA
Punjab Technical University
01.2014 - 04.2017
Cashier, receptionist and marketing volunteer
Uganda Driving Standard Agency
05.2013
Uganda Advanced Certificate of Education (U.A.C.E) -
St Catherine's College Makindye
01.2011 - 04.2012
Uganda Certificate of Education (U.C.E) -
Mityana Standard Secondary School
01.2007 - 04.2010
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