SHALLON MPIRIIRWE
Summary
A self-starter and highly motivated individual with extensive experience in customer service, operations management, and people leadership. Skilled at driving customer experience initiatives, managing service centers, and leading teams to achieve high performance. Demonstrates strong interpersonal, communication, and analytical skills, and is passionate about improving service delivery and enhancing customer satisfaction. Skilled at using data-driven insights to improve operational processes and meet business objectives. Committed to fostering a positive working environment, meeting deadlines, and resolving customer issues efficiently.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Ag. Service Center Supervisor/Connect Store Manager
MTN Uganda Ltd.
04.2023 - Current
- Key Achievements:
- Increased Net Promoter Score (NPS) for Connect Store from 89% in 2020 to 92% in early 2021 through effective leadership and customer experience initiatives
- Successfully coordinated Yello Care funding across17 Service Centers,49 Connect Store Managers, and Touchpoints Supervisors, leading MTN Uganda to be recognized as the best OPCO
- Recognized for outstanding performance with an award in August2022 for exceptional performance in2021
- Key Responsibilities:
- Drive Customer Experience Initiatives: Lead and implement customer experience projects and plans in the Service Centre, ensuring alignment with corporate goals
- Team Leadership & Development: Manage and coach a team of frontline staff, driving target achievement and high levels of customer satisfaction
- Report Preparation & Analysis: Regularly prepare and present weekly reports on customer feedback, inventory, sales, and performance management
- Service Centre Operations: Ensure smooth day-to-day operations, including customer query resolution, team workload planning, and efficient service delivery
- Stakeholder Liaison: Collaborate with other departments and business units to achieve business objectives and resolve cross-functional issues
- High-Value Customer Strategies: Implement strategies to ensure Service Centre operations were aligned with high-value customer segments, improving customer retention and loyalty
- Risk & Compliance Management: Ensure service delivery met risk management parameters and adhered to company policies and procedures
- Performance Management: Lead daily debrief/hurdle sessions to ensure KPIs were met and coach staff on performance improvement
- Customer Education: Provide product and service education to customers, enhancing the customer experience and promoting MTN’s value propositions
Service Center Advisor
MTN Uganda Ltd.
06.2014 - 06.2020
- Key Achievements:
- Promote to Acting Connect Store Manager due to excellent performance in handling customer queries, operational management, and sales targets
- Deliver exceptional customer service, achieving consistent positive feedback from both customers and supervisors
- Key Responsibilities:
- Customer Query Resolution: Acted as the first point of contact for customer queries, ensuring timely resolution within the service center procedures
- Sales & Product Promotion: Educated customers on the full range of MTN products and services, driving cross-selling and up-selling to increase revenue
- Operational Efficiency: Maintained operational standards, including stock management, sales reconciliations, and customer billing inquiries
- Quality Service Delivery: Ensured that service times and quality standards were consistently met, resulting in high customer satisfaction
- Training & Development: Assisted in training new employees in customer service protocols and service center procedures
Subscriber Registration Agent
MTN Uganda Ltd.
02.2012 - 05.2014
- Key Achievements:
- Recognized for exceptional performance in customer service and consistently exceeding targets for subscriber registrations
- Key Responsibilities:
- Customer Engagement: Interacted with customers to provide product and service information, resolving queries and guiding them on how to maximize the use of MTN services
- Database Management: Updated and managed customer details in the subscriber registration system, ensuring accuracy and compliance
- Customer Retention: Fostered positive relationships with customers to increase brand loyalty and subscriber retention
Procurement Assistant (Intern)
National Livestock Productivity Improvement Project
02.2010 - 05.2010
- Key Responsibilities:
- Assisted in preparing bidding documents, reviewing purchase requisitions, and participating in the evaluation of bids
- Managed procurement documentation and assisted in creating procurement reports for the ministry
Education
Bachelor of Procurement and Logistics Management -
Uganda Christian University
01.2011
Diploma in Project Planning and Management - undefined
Uganda Christian University
01.2007
Uganda Certificate of Education (UACE) - undefined
Valley College School
01.2004
Uganda Certificate of Education (UCE) - undefined
Namirembe Hillside High School
01.2002
Skills
- Customer Experience Management: Strong background in driving customer experience improvements and service delivery excellence
- Team Leadership & People Management: Proven ability to lead teams, drive performance, and create a culture of continuous improvement
- Operations Management: Extensive experience in managing service centers, ensuring service targets are met, and optimizing workflows
- Sales & Retail: Skilled in retail operations, sales target achievement, and cross-selling/up-selling techniques
- Problem Solving & Conflict Resolution: Adept at resolving customer and staff-related issues, ensuring positive outcomes for both customers and the company
- Report Writing & Data Analysis: Experienced in preparing and presenting detailed reports on sales, performance, and customer feedback
- Communication & Interpersonal Skills: Excellent verbal and written communication abilities, with a focus on customer relations and team collaboration
- Adaptability & Flexibility: Able to adapt to changing work environments and business priorities while maintaining high service levels
Certification
Certificate in Computer Applications – Makerere University, Kampala (2007)
Training
- Agile Methodologies
- Anti-Money Laundering (AML)
Timeline
Ag. Service Center Supervisor/Connect Store Manager
MTN Uganda Ltd.
04.2023 - Current
Service Center Advisor
MTN Uganda Ltd.
06.2014 - 06.2020
Subscriber Registration Agent
MTN Uganda Ltd.
02.2012 - 05.2014
Procurement Assistant (Intern)
National Livestock Productivity Improvement Project
02.2010 - 05.2010
Diploma in Project Planning and Management - undefined
Uganda Christian University
Uganda Certificate of Education (UACE) - undefined
Valley College School
Uganda Certificate of Education (UCE) - undefined
Namirembe Hillside High School
Bachelor of Procurement and Logistics Management -
Uganda Christian University
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