ELSA NOBLE NASSOZI
Kampala
Summary
I am a dedicated Customer Service professional with more that 6 years experience. I have knowledge of service delivery and proven multitasking abilities. I am committed to maintaining professional relationships to increase profitability and drive business results.
I bring top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
I am proficient in using independent decision making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Administrative Executive and Front Facing Officer
Ingco Tools Uganda
02.2020 - Current
- Customer Issue Resolution: Addressing customer queries and resolving issues through face to face interactions and other communication channels such as email, phone, chat, and social media.
- Feedback Management: Collecting and analyzing customer feedback to understand their needs and expectations, and using this information to drive continuous improvement.
- Data Analysis: Analyzing customer support data to identify recurring issues, trends, and areas for improvement. executing research strategies to improve productivity and customer satisfaction, and promptly following up with customer requests
- Customer service: Greet customers, answer questions, provide information about store policies and make recommendations based on customer needs
- Processing transactions: Scanning purchases, processing returns and exchanges, and providing receipts
- Assists in stocking and rotating merchandise
- Maintain a clean and organized checkout area, including restocking cleaning equipment, and replenishing supplies
- Collaborating with other team members to ensure smooth operations and a positive shopping experience for ingco customers
- Assist with inventory management tasks, such as receiving and stocking merchandise
- Maintaining knowledge of current promotions, discounts, and sales to inform customers appropriately
- Led, directed, managed and mentored 5administrative staff members.
Administrative Assistant/Front Desk Manager
Kaggwa and Kaggwa Advocates
01.2018 - 01.2019
- Welcoming clients, receiving legal documents, providing support to advocates
- Answer visitors and client’s inquiries and provide relevant company documents and handouts
- Do routine tasks like data entry, collect, sort, prepare and scan documents: label and enter documents in the computer system
- Monitor, receive, and direct visitors and clients to the relevant offices in line with the company’s guidelines
- Ensure that mails received on the company’s email are directed to the appropriate advocates
- To ensure that the entire office of company is clean, tidy including and not limited to the individual offices and work stations, the floor the kitchen, the bathroom through direct supervision and cooperation with the cleaning personnel and the management of the building
- Maintain accurate records including, records of new and old files, clients, invoices and minutes of important meetings
Customer Service Representative
Airtel Uganda Call center
12.2013 - 10.2017
- Company Overview: Ison BPO
- Answer calls professionally
- Listen and respond to customer need and concerns with the due related solutions
- Cordially respond to customer inquiries
- Research required information using available resources
- Handle and resolve customer complaints
- Provide customers with product and service information
- Capture customer information into the system
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resources
- Follow-up customer calls where necessary
- Complete call logs
- Prepare and submit call reports
- Ison BPO
Loans officer
Five Talents Limited
01.2012 - 08.2013
- Survey the field for potential prospects for loanable groups of people
- Engaging loan applicants to access and gather personal information with their credible references
- Educating and explaining the different types and categories of loans available to the market
- Analyze and evaluate the applicant’s finances and past financial history to verify their credibility
- Approve loan applications after due diligence has been undertaken and decided by top management
- Negotiate the payment arrangements with customers who have delinquent loans
- Follow-up and evaluation of whether the loans given are making due returns as per the intended purpose
- Undertake loan recovery measures for long overdue loans
Accounts/Book Keeping Intern
Wakiso Town Council Local Government
01.2011 - 12.2012
- Development of accountability summary
- Balancing cash book daily
- Preparation of statements for the various funds released by the district headquarters
- Reconciliation of funds disbursed against the expenses for the different projects
- Preparation of payroll registers
- Organizing of the financial year planned budget review
Education
BBA - Marketing Major
Makerere University Business School
Uganda01-2013
Skills
- Problem solving skills
- Analytical skills
- Call Center Operations
- Exceptional communication skills
- Communication
- Solutions Oriented Thinking
- Feedback Management
- Administrative management
- Customer-centric Mindset
- Multitasking
- Administrative support
Accomplishments
1. Mrs. Jill Nuwagira
Manager
Ingco Tools Uganda (Finance Limited)
Mobile: +256778673889
Email: jillnuwagira@gmail.com
2. Mr. Hakah Ayesiza
Head of Operations
M-kopa
Mobile: +256 703 828381
3. Mr. Edward Wamala
Quality Analyst
M-kopa
Mobile:+256 772 065694
Timeline
Administrative Executive and Front Facing Officer
Ingco Tools Uganda
02.2020 - Current
Administrative Assistant/Front Desk Manager
Kaggwa and Kaggwa Advocates
01.2018 - 01.2019
Customer Service Representative
Airtel Uganda Call center
12.2013 - 10.2017
Loans officer
Five Talents Limited
01.2012 - 08.2013
Accounts/Book Keeping Intern
Wakiso Town Council Local Government
01.2011 - 12.2012
BBA - Marketing Major
Makerere University Business School
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