PETER MUJUNI

• In this position, assisted Service Centre Manger in overall management of Service Centre through dual control implementation & daily operations, escalated customer issues for speedy resolution and ensuring Service Centre standards are always maintained according to blueprint.
• Coordinated in supervision of third-party teams and support SC Manager in all operational activities in shop and leading daily debriefing sessions or escalate all operational issues that come up in Service Centre
• Attained 98% Customer verification accuracy for all new activations on Network which has contributed to MTN Uganda meet UCC Know Your Customer (KYC) guidelines.
• Onboarded mobile money agents with 96% verification accuracy against the 90% accuracy target and this in turn contributed to 10% MTN Mobile money transactions growth in the year 2021 and 2022 and making our department ( Sales & Distribution) the best OPco of the year 2022- Awarded for the best sales workforce by MTN Group at the Commercial Leads conference in Cape Town
• In 2022, onboarded 540 subscribers to ayoba App, 720 MTN APP successful downloads and this in turn assisted on drive to Technology excellence and enhancement in digital world.
• Boasted sales on all phone devices, Wakenet, WIFI devices contributing to 93% sales against target 90% and This led to our department (Sales & Distribution) being awarded for Best Devices sale in MTN OPco for the year 2022 and driving smartphone penetration. This was because of best practice and service principles through Customer centricity and excellent Communication skills thus increased internet connectivity and usage in the retail Industry.
• Provided customers with detailed information about all available options provided by MTN Uganda and by third party teams.
• Attained 94% Frontline Net Performance (NPS) Score rating against 86% target for all customer queries handled which led to high first call resolution (FCR) hence improved customer satisfaction.

I am responsible for sustaining a professional company image through email and social media interaction. My duties include; answering customer enquiries, ensuring brand awareness and online reputation, developing relevant content topics to reach the company’s target customers, monitor, listen and respond to users in a “Social” way while cultivating leads and sales. Monitoring and replying to Tweets from candidates and clients (initially under supervision from a Director) Posting Tweets on a daily basis (both job- and industry-related); and using tools like Tweet Deck to plan forward-looking Tweets over weekends and holidays (under supervision from a Director).

• Optimized content and technology by demonstrating knowledge of social media tools e.g. Email marketing and marketing automation. This increased inbound traffic for clients’ websites by up to 32% hence successfully created must-follow social media feeds.
• Coordinate and distribute content by maintaining monthly social media and blogging calendar. This ensures that everyone meets their deadlines with ability to prioritize work and complete tasks with quick turnaround times and minimal fuss.
• Liaised with senior consultants and directors to push new blog posts through calendar. This enabled to coordinate guest blogger programme, one guest blogger per month and also amplified this content through other social media channels hence drove awareness of
  our new blog posts by posting articles into forums and groups.
• Tracked and analyzed performance metrics to optimize content strategy for maximum reach and engagement.
• Developed targeted advertising strategies utilizing demographic data to reach desired audience segments.
• Conducted regular competitor analyses, staying informed of industry trends and adjusting strategy accordingly.

• In this role, acted as first point of contact for customers, dealing effectively with requests, answering queries, and taking responsibility for processing each enquiry through to satisfactory conclusion
• Was tasked with answering calls and projecting a professional company image through phone interaction with new and existing clients, resolving their problems, up selling & making appointments for service Center's, ensuring commitments are met and expectations are exceeded by providing the skills and knowledge.
• Demonstrated understanding of complex processes through specialized skills and technical knowledge by fully utilizing software systems (CRM Customer Relationship management). In this attained customer service awards in every year due to achieved 96% first call resolution (FCR) against 90% target of customer satisfaction which was
  exhibited through positive attitude, building trust hence customer retention.
• Promoted product visibility by offering additional information about company’s products in line with customer needs and priorities. This increased profits by devising and recommending variety of promotions and customer incentives which significantly increased patronage.
• Promoted efficiency by maintaining accurate and up to date appropriate records. This facilitated timely preparation of reports thus enabled proper execution of clerical and administrative duties as required.
• Streamlined communication between customers and the company, ensuring timely responses and resolutions.
• Retained valuable clientele by proactively addressing concerns, identifying potential issues, and offering suitable solutions.

• While here, reported directly to IT Manager while collaborating closely with other IT team members
• Assisted IT Manager with installation and configuration of network hardware and software
• Knowledge of LAN topologies and architectures, PC and Server operating systems including Windows 2000, Windows XP, Windows Server 2000, Windows Server 2003, Windows Server 2008, Microsoft Active Directory and Domains, Microsoft DNS, Microsoft SQL Server.
• Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
• Developed and documented standard operating procedures for consistent IT service delivery across organization.
• Reduced system downtime by proactively monitoring and addressing potential issues in timely manner.