Work Preference
Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Personal Information
Languages Proficiency
Timeline
Generic
Open To Work

Ssentongo Neithan Twaha

Kampala,102

Work Preference

Job Search Status

Open to work

Desired Job Title

Technical Support EngineerSupport Team leader/ trainer call centreAQUALITY SUPERVISOR \ AQCUSTOMER CARECASUAL WORKER

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-SiteRemoteHybrid
Location: Kampala, 102, UG
Open to relocation: Yes

Salary Range

Sh1000000/yr - Sh2000000/yr

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionHealthcare benefitsPersonal development programsTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week

Summary

Dynamic Technical Support Engineer with a proven track record at Wananchi Cable Uganda, excelling in issue resolution and compliance. Renowned for fostering team accountability and enhancing operational efficiency. Skilled in troubleshooting complex systems while maintaining a positive customer experience. Committed to continuous improvement and knowledge sharing within the organization.

Overview

6
6
years of professional experience

Work History

Technical Support Engineer

Wananchi Cable Uganda
11.2023 - Current
  • Issue Diagnosis and Resolution: Identifying, troubleshooting, and resolving software, hardware, and network-related problems via phone, email, chat, or remote access.
  • Installation and Configuration: Setting up new computer systems, applications, and network components to ensure they meet organisational standards.
  • Tiered Escalation: Following standard procedures to escalate complex, unresolved issues to specialised departments like software development or senior engineering teams.
  • Documentation and Knowledge Management: Creating detailed reports of technical issues and maintaining a Knowledge Base of solutions and manuals for future reference.
  • Compliance and Security: Applying security patches, managing user access via tools like Active Directory, and ensuring systems comply with antivirus and backup policies.
  • Zuku Fiber

Support Team leader/ trainer call centre

Ison experience BPO
04.2023 - 11.2023
  • Performance Management & Coaching: Monitor agent calls to ensure quality standards, analyse performance metrics (e.g., Average Handle Time, First Call Resolution), and conduct daily coaching sessions to improve skills.
  • Operational Supervision: Manage daily, real-time operations, ensuring adherence to schedules and meeting KPIs within budget.
  • Escalation Handling: Actively assist agents with complex queries or irate customers, taking ownership of escalated issues.
  • Team Development: Motivate team members, foster a positive, supportive work environment, and manage attendance and rostering.
  • Process Improvement: Identify and implement procedures that enhance operational efficiency.
  • Reporting: Create and present performance reports to management on team activity and metrics.

AQUALITY SUPERVISOR \ AQ

TECHNO BRAIN UG
05.2022 - 04.2023
  • Identify and give feedback on agent shortcomings in soft skills and process knowledge. Online/offline monitoring of agent calls to audit and scrutinize.
  • Daily Reports on Quality Deviations.
  • Auditing calls based on set parameters and CTQ's.
  • Taking training for new batches regarding quality parameters.
  • Preparing shift timing reports.
  • Reviewing the performance of the Agents.
  • Giving Feedback to operations regarding any deviations in the process.

CUSTOMER CARE

TECHNOBRAIN
04.2020 - 02.2022
  • Cordially answer calls and respond to emails.
  • Handle customer inquiries telephonically in charge of researching required information using available resources.
  • Manage and resolve customer complaints.
  • Provide customers with product and service information.
  • Enter new customer information into the system.
  • Update and maintain existing customer information.
  • Process orders, forms and applications.
  • Identify and escalate priority issues.
  • Follow up customer calls where necessary.
  • Document all call information according to standard operating procedures.
  • Complete call logs/update CRM Tool.
  • Perform any other duties as maybe assigned by the supervisor.

CASUAL WORKER

BALOZI HOSPITAL
12.2019 - 02.2020

Education

Online study Certificate -

Cisco Certified Network Associate
01.2050

DIPLOMA - NETWORKING

KYAMBOGO UNIVERSITY
01.2020

UGANDA NATIONAL EXAMINATION BOARD (A LEVEL) -

KYAMANYA SECONDARY SCHOOL
01.2017

UGANDA NATIONAL EXAMINATION BOARD (0 LEVEL) -

KYAMANYA SECONDARY SCHOOL
01.2015

BAPTIST PRIMARY SCHOOL
01.2011

Skills

  • Relatability
  • sensitivity
  • Accountability
  • Positivity
  • Knowledge
  • Intelligence

References

  • Wambugu Wood, +254724994358
  • Rehema Mutoi, +254728333688
  • Mubiru Blasio, +256753229245
  • Ssemujju Charles, +256702239576

Hobbies and Interests

  • Music
  • Travelling
  • Reading
  • Creative Writing
  • Watching movies

Personal Information

  • Gender: male
  • Nationality: Ugandan
  • Marital Status: Single

Languages Proficiency

Excellent, Excellent, Excellent, Fair, Good, Good, Excellent, Excellent, Excellent

Timeline

Technical Support Engineer

Wananchi Cable Uganda
11.2023 - Current

Support Team leader/ trainer call centre

Ison experience BPO
04.2023 - 11.2023

AQUALITY SUPERVISOR \ AQ

TECHNO BRAIN UG
05.2022 - 04.2023

CUSTOMER CARE

TECHNOBRAIN
04.2020 - 02.2022

CASUAL WORKER

BALOZI HOSPITAL
12.2019 - 02.2020

Online study Certificate -

Cisco Certified Network Associate

DIPLOMA - NETWORKING

KYAMBOGO UNIVERSITY

UGANDA NATIONAL EXAMINATION BOARD (A LEVEL) -

KYAMANYA SECONDARY SCHOOL

UGANDA NATIONAL EXAMINATION BOARD (0 LEVEL) -

KYAMANYA SECONDARY SCHOOL

BAPTIST PRIMARY SCHOOL

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Ssentongo Neithan Twaha