Richards Kataate
Customer Experience Leader
Kampala
Summary
Experienced customer operations supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Supervisor
MTN UGANDA
03.2019 - Current
- Led a team of 50+ employees, fostering a culture of great performance, and customer service excellence in a fast-paced environment
- Implemented strategic operational improvements, increasing team efficiency by 20%, which directly impacted on-customer experience
- Developed an employee recognition program that improved team morale and reduced turnover by 15%
- Managed compliance with customer handling time, customer query resolutions and other regulatory rule ensuring 100% audit pass rate
- Spearheaded a customer feedback initiative that enhanced service delivery, resulting in a 10-point NPS increase
- Coached and mentored a frontline team of 35 employees, promoting continuous improvement in service standards
- Achieved highest customer satisfaction ratings in the region for 4 consecutive quarters, reflecting outstanding service delivery
- Led a project to redesign the customer service training program, enhancing staff competencies and performance
- Effectively managed team scheduling and resources during peak festive seasons, ensuring operational stability
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
Customer Service Advisor
MTN UGANDA
02.2016 - 03.2019
- Greeted customers in a friendly and helpful manner
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Assisted with all client concerns, including replacements, refunds, returns, and service warranties
- Implemented strategies to reduce average handling time without compromising on service quality.
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
Call Centre Advisor
MTN UGANDA
02.2013 - 03.2016
- Maintained up to date knowledge of products and services
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Provided constructive feedback during team meetings, fostering a culture of continuous improvement.
- Contributed to team success by consistently meeting or exceeding performance targets.
- Regularly reviewed personal performance metrics for self-improvement purposes, setting ambitious goals for future growth.
- Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
Team Leader / Youth Peer Educator
TREASURE LIFE YOUTH CENTRE
01.2010 - 03.2013
- Identified and referred youths and students to HIV testing services, conducting communication and education activities
- Shared my own lived experience and practical guidance to students in schools visited hence acted as a model and a motivator to the youths
- I would encourage full participation of students, promote mutual understanding, and cultivate shared responsibility among students
- Helped students to develop their own goals, create strategies for self-empowerment, and take concrete steps towards building fulfilling, self-determined lives for themselves
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Bachelors of Industrial fine Arts -
MAKERERE UNIVERSITY
01.2006 - 01.2009
Diploma in Education Of secondary - undefined
KYAMBOGO UNIVERSITY
01.2002 - 01.2004
Skills
Quality Management
Collaborative Team Leadership
Service Excellence
Comprehensive Planning Techniques
Compliance Management
Skill Enhancement
Accomplishments
- Led MTN Uganda regional team to top customer satisfaction ratings across the region for 2 consecutive quarters in 2022.
- Chosen Employee of the Year 2016 under MTN sales and distribution department.
- Earned 'Friendliest Customer Service Agent' award for all of 2016.
- Created and implemented a Customer Service Employee Recognition Program at MTN Uganda reducing staff turnover by 15%.
Awards
- Employee of the Year 2016 Customer Experience department MTN Uganda
- Certificate in Basics in Community Mental Health for Youth Course
- Certificate in Community Basketball Clinics
- Certificate in Behavior Change Communication, Life Skills and Basic Counseling for Adolescents
- Certificate of Participation MTN – National Basketball League
- Certificate of Merit Lukalu Senior Secondary Schools
- Certificate of Merit Academic Achiever Lukalu Secondary School 2001
- Certificate of Participation COOPI Schools Sensitization Methodology on Health and Sanitation
- Certificate in Sensitization and Basic Psychosocial Support Skills for Orphans and Vulnerable Children
Timeline
Customer Service Supervisor
MTN UGANDA
03.2019 - Current
Customer Service Advisor
MTN UGANDA
02.2016 - 03.2019
Call Centre Advisor
MTN UGANDA
02.2013 - 03.2016
Team Leader / Youth Peer Educator
TREASURE LIFE YOUTH CENTRE
01.2010 - 03.2013
Bachelors of Industrial fine Arts -
MAKERERE UNIVERSITY
01.2006 - 01.2009
Diploma in Education Of secondary - undefined
KYAMBOGO UNIVERSITY
01.2002 - 01.2004