SHARON PEARL KENGAJU
Kampala
Summary
Results-driven professional with a Bachelor of Science in Computer Science and extensive experience in IT, Financial Technology, and Business Administration. Proven track record in web development, social media management, content creation, ERP systems, data analytics and soft skills training. Adept at leading cross-functional teams, managing complex projects, and driving business growth through innovative solutions. Seeking a challenging position to leverage my diverse skills and expertise to deliver exceptional results and foster organizational success.
Overview
9
9
years of professional experience
Work History
Business Support Manager
SCORPION GROUP
01.2023 - Current
- Client Account Management. Oversee and ensure smooth operation of client accounts, achieving a 95% client satisfaction rate through regular check-ins and proactive issue resolution.
- Service Delivery. Coordinate with IT and physical security teams to ensure that all services are delivered according to client agreements, leading to 25% improvement in service efficiency and 20% increase in service quality ratings.
- Operational Support. Manage daily operations and provide support to ensure that both IT and physical security services meet company standards and client expectations, resulting in 30% reduction in service delivery time.
- Issue Resolution. Act as primary point of contact for client issues and escalations, resolving 90% of issues within 24 hours and reducing client complaints by 15%.
- Reporting and Analysis. Develop and maintain detailed reports on service performance and client feedback, utilizing data to drive 20% improvement in service delivery and inform strategic decisions.
IT Freelancer
Upwork.com, Testerwork.com and Ubertester.com
01.2017 - Current
- Website Development. Created and managed over 20 customized websites, enhancing user experience and increasing client conversion rates by up to 30%. Specialized in theme and plugin customization, payment gateway integration, and ongoing maintenance.
- Instructional Content Production. Produced over 20 instructional videos and tutorials, leading to a 40% increase in engagement and a 25% increase in user retention. Utilized practical examples and continuously updated and promoted tutorials to ensure relevance and accuracy.
- Mobile Application Testing. Conducted thorough testing and evaluation of over 20 mobile applications, including creating detailed test cases and providing continuous assessments. This resulted in a 50% reduction in post-release bugs and improved overall app performance.
Web Consultant
PEARL WEB TECH
01.2016 - Current
- Business Operations Management. Spearhead operations for an online consulting business, specializing in the ongoing management of web design, social media, and Google My Business optimization. Successfully managed over 50 client projects, leading to a 40% increase in client engagement and a 35% improvement in online visibility.
- Website Conversion Optimization. Apply psychological insights to enhance client website conversions, resulting in an average 30% increase in conversion rates and a 25% boost in overall client revenue.
General Manager
CASEMENTS (AFRICA) LIMITED
01.2021 - 12.2022
- Sales Leadership. Spearheaded sales totalling over UGX 6 billion in aluminium, steel, and glass products, achieving a 35% increase in annual revenue and expanding market share by 20%.
- Role Adaptability. Adapted to various roles, including accounting, sales, marketing, and project management, which streamlined operations and improved overall efficiency by 25%.
- Soft Skills Training. Implemented targeted training programs to bridge gaps in soft skills, resulting in a 30% improvement in employee relations and a 20% increase in sales performance.
IT Consultant
AERO CAPITAL LIMITED
01.2017 - 12.2020
- Behavioral Studies and Lending Risk Assessment. Conducted behavioural studies on over 1,000 loan applicants to assess lending risk, resulting in a 20% reduction in default rates and a 15% increase in loan approval accuracy.
- Decision-Making in Loan Approvals. Played a pivotal role in the decision-making process for loan approvals, contributing to the verification and analysis of customer behaviour. This led to a 25% improvement in overall loan portfolio performance.
IT Associate
TECHNOBIZ SYSTEMS LIMITED
01.2016 - 12.2016
- Sage Pastel Software Installation and Troubleshooting. Installed and troubleshot Sage Pastel software on over 50 client computers, achieving a 95% satisfaction rate and reducing installation time by 30%.
- IT Support Services. Provided IT support services to more than 80 clients, ensuring seamless software integration and achieving a 40% decrease in support ticket resolution time.
Education
Bachelor of Science - Computer Science
CAVENDISH UNIVERSITY UGANDA Kampala
Kampala09.2014
Skills
- Workforce Management
- Customer Relationship Management (CRM)
- Negotiation
- Problem Solving
- Policy Implementation
- Brand Management
- Canva
- WordPress
References
References: Upon request
Languages
- Fluent in English, Basic in Kiswahili, Lutoro and Luganda
Timeline
Business Support Manager
SCORPION GROUP
01.2023 - Current
General Manager
CASEMENTS (AFRICA) LIMITED
01.2021 - 12.2022
IT Freelancer
Upwork.com, Testerwork.com and Ubertester.com
01.2017 - Current
IT Consultant
AERO CAPITAL LIMITED
01.2017 - 12.2020
Web Consultant
PEARL WEB TECH
01.2016 - Current
IT Associate
TECHNOBIZ SYSTEMS LIMITED
01.2016 - 12.2016
Bachelor of Science - Computer Science
CAVENDISH UNIVERSITY UGANDA Kampala
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