RITAH KENEEMA
Kampala
Summary
Accomplished Customer Service Manager with a proven track record at WATU AFRICA-UGANDA, enhancing team productivity and customer satisfaction through advanced data analytics and effective communication. Expert in cross-functional collaboration and service delivery optimization, achieving significant improvements in customer relations and retention.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
WATU AFRICA-UGANDA
08.2022 - Current
- Identifying and implementing strategies to improve team productivity.
- Develop and implement an effective customer retention and loyalty program.
- Liaise with company management to support and implement business growth.
- Coordinating and managing customer service projects and initiatives.
- Providing overall customer service leadership.
- Developing and implementing customer service KPIs and managing the team’s performance.
- Directing the daily operations of the customer service team.
- Analyze relevant customer data, prepare, and share reports with management.
- Handling complex and escalated customer issues.
Senior Customer Service Officer
WATU AFRICA- UGANDA
11.2020 - 07.2022
- Train, coach, and mentor the team on work procedures, including but not limited to call quality standards, product knowledge, processes, and how to address customer questions and complaints.
- Resolve escalated complaints and queries, and follow up on pending issues with other departments raised by the customer service representatives.
- Answer both call center and front office questions, and guide them through difficult calls or issues.
- Identify training needs, and ensure team members obtain the appropriate training and support.
- Make follow-up calls to customers who have questions or concerns related to their acquisition experience, product use, and when problems arise on customer accounts.
- Resolving product or service problems by clarifying the customer complaint, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
- Take part in recruiting and training the customer care team and other learning opportunities to expand their knowledge of the company and position.
- Built and maintained excellent professional relationships with key contacts to obtain potential leads.
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
Area Coach
PIZZAHUT UGANDA- YUM BRANDS
05.2019 - 03.2020
- Drive for results through the organization’s KPIs.
- Resolved customer complaints promptly and professionally while maintaining a positive attitude.
- Recruited and trained new employees to meet job requirements.
- Developed incentive programs designed to motivate teams toward successful outcomes.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Maintaining brand standards.
- Lead and motivate a team.
- Oversee all store operations efficiently.
- Leadership development.
- Carrying out local audits.
Restaurant General Manager
PIZZAHUT UGANDA- YUM BRANDS
01.2017 - 05.2019
- Drive for results on Pizza Hut's key performance indicators.
- Employee relations management.
- Inventory management.
- Directing the daily operations of the team.
- Handling complex client issues.
- Ensuring the necessary resources and tools are available for quality service delivery.
- Provided direction, guidance and motivation to team members.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
Assistant Restaurant Manager
PIZZAHUT UGANDA- YUM BRANDS
04.2016 - 12.2016
- Coached staff on strategies to enhance performance and improve customer relations.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Resolved customer complaints in a timely manner.
- Oversaw food preparation, production and presentation according to quality standards.
- Motivating and leading a team.
- Conflict management.
- Team Talent Development.
- Staffing and scheduling.
Sales Executive
NEVIA COMPANY LTD
08.2012 - 04.2016
- Marketing and selling of products to clients.
- Debt collection.
- Making weekly sales reports.
- Banking of company funds.
- Stock-taking.
- General record-keeping.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
Credit Officer
BRAC UGANDA
06.2012 - 08.2012
- Reviewed credit applications and financial statements to determine customer creditworthiness.
- Disbursed loans to clients who qualify.
- Tracked and monitored the disbursed loans.
- Ensured the recovery of the disbursed loans.
- Followed banking requirements and government lending regulations.
- Performed periodic audits on customer accounts in order to verify accuracy of information provided by applicants.
- Reviewed credit applications and financial statements to determine customer creditworthiness.
Education
Bachelor of Business Administration -
Uganda Pentecostal University
01.2020
Diploma in Microfinance -
Kyambogo university
01.2013
Uganda Advanced Certificate of Education -
St. Augustine’s College Wakiso
12-2008
Certificate in computer studies -
YMCA Comprehensive Institute
12-2006
Uganda Certificate of Education -
Wanyange Girl’s School
11-2006
Primary leaving Examinations -
St. Kizito Primary School Bugolobi
11-2002
Skills
- Problem resolution skills
- Advanced data analytical skills
- Developing team technical competencies
- Verbal and written communication
- Service delivery optimization
- Cross-functional collaboration
- Customer relations
Languages
- English
- Runyakitara
- Luganda
References
1. Roselyn Wekikye
Human Resource Manager- Total Uganda. Mob: 256 759398330
2. Rubayiza Isaac
Climate finance and policy analyst-Climate Analytics gGmbH. Mob : 256 706 860033
3. Nalubwama Sylivia
Internal control Manager, United Bank for Africa, Mob : 256 701 870160
Personal Information
Nationality: Ugandan
Languages
Runyakitara
First Language
English
Intermediate (B1)
B1
Luganda
Elementary (A2)
A2
Timeline
Customer Service Manager
WATU AFRICA-UGANDA
08.2022 - Current
Senior Customer Service Officer
WATU AFRICA- UGANDA
11.2020 - 07.2022
Area Coach
PIZZAHUT UGANDA- YUM BRANDS
05.2019 - 03.2020
Restaurant General Manager
PIZZAHUT UGANDA- YUM BRANDS
01.2017 - 05.2019
Assistant Restaurant Manager
PIZZAHUT UGANDA- YUM BRANDS
04.2016 - 12.2016
Sales Executive
NEVIA COMPANY LTD
08.2012 - 04.2016
Credit Officer
BRAC UGANDA
06.2012 - 08.2012
Bachelor of Business Administration -
Uganda Pentecostal University
Diploma in Microfinance -
Kyambogo university
Uganda Advanced Certificate of Education -
St. Augustine’s College Wakiso
Certificate in computer studies -
YMCA Comprehensive Institute
Uganda Certificate of Education -
Wanyange Girl’s School
Primary leaving Examinations -
St. Kizito Primary School Bugolobi
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