SUZAN APOLOT
CLERICAL
KAMPALA,KAMPALA
Summary
Friendly Customer Care Executive with knack for resolving complex issues and enhancing customer satisfaction. Boosted customer retention rates through tailored support and proactive communication. Developed training programmes that improved team performance and service quality.
Seasoned in customer care with focus on senior executive roles. Bring forth innovative strategies to enhance customer satisfaction and retention. Unique skill set includes mastery of conflict resolution and communication, ensuring seamless customer experiences.
Highly-motivated Sales Processor providing exceptional levels of customer care through effective, efficient order processing. Offering experience in CRM systems, multitasking and planning effectively to deftly manage high-volume customer orders. Offering excellent communication and interpersonal talents, with natural ability to lead and motivate team. Brings solid grasp of conflict resolution and effective use of CRM systems. Ready to use and develop problem-solving and leadership skills in customer care representative role. Qualified [Desired Position] with solid background in managing customer care teams. Successfully led initiatives to improve customer satisfaction and streamline service processes. Demonstrated expertise in conflict resolution and team training. Qualified customer care care representative with solid background in managing customer care teams. Successfully led initiatives to improve customer satisfaction and streamline service processes. Demonstrated expertise in conflict resolution and team training. Offering excellent communication and interpersonal talents, with natural ability to lead and motivate team. Brings solid grasp of conflict resolution and effective use of CRM systems. Ready to use and develop problem-solving and leadership skills in customer care role. Offering excellent communication and interpersonal talents, with natural ability to lead and motivate team. Brings solid grasp of conflict resolution and effective use of CRM systems. Ready to use and develop problem-solving and leadership skills in customer care role. Offering excellent communication and interpersonal talents, with natural ability to lead and motivate team. Brings solid grasp of conflict resolution and effective use of CRM systems. Ready to use and develop problem-solving and leadership skills in c role. Offering excellent communication and interpersonal talents, with natural ability to lead and motivate team. Brings solid grasp of conflict resolution and effective use of CRM systems. Ready to use and develop problem-solving and leadership skills inc] role. Offering excellent communication and interpersonal talents, with natural ability to lead and motivate team. Brings solid grasp of conflict resolution and effective use of CRM systems. Ready to use and develop problem-solving and leadership skills in customer care role. Customer Manager offering 25,000-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Customer Manager offering [25,000]-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Qualified customer care with solid background in managing customer care teams. Successfully led initiatives to improve customer satisfaction and streamline service processes. Demonstrated expertise in conflict resolution and team training. Qualified customer care with solid background in managing customer care teams. Successfully led initiatives to improve customer satisfaction and streamline service processes. Demonstrated expertise in conflict resolution and team training.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
CUSTOMER CARE SUPERVISOR
PEBU FINANCIAL SERVICES
KAMPALA, KAMPALA
11.2021 - 02.2022
- Maintained high service standards to boost customer retention.
- Enforced adherence to company guidelines amongst all team members for consistent service delivery.
- Encouraged professional development within the team through ongoing training initiatives.
- Established a positive work environment, fostering teamwork and motivation amongst staff members.
- Utilised CRM systems proficiently for efficient management of customer data.
- Improved customer satisfaction by promptly resolving complaints and enquiries.
- Tracked employees' performance regularly to identify areas needing improvement.
- Enhanced operational effectiveness with regular performance reviews of staff members.
- Streamlined processes for quicker resolution of customer issues.
- Fostered an empathetic approach towards customers within the team, enhancing overall experience.
- Assisted in recruitment process, selecting individuals with strong interpersonal skills.
- Collaborated closely with management on planning and implementing changes to improve service levels.
- Implemented new customer care strategies, resulting in increased loyalty and satisfaction.
- Coordinated training programmes to enhance employees' product knowledge and skills.
- Interpreted company policies to customers accurately, maintaining transparency and trust.
- Collaborated with other departments for prompt resolutions of customers' complaints or queries.
- Delegated tasks effectively to ensure smooth operations during peak hours.
- Supervised the daily operations of the customer care team, ensuring quality service delivery.
- Led team meetings for improved communication and efficiency.
- Managed escalated concerns professionally, ensuring customer satisfaction at all times.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Updated office management on team's activities and progress at weekly meetings.
- Communicated policy changes and business priorities to streamline office team tasks.
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Created and submitted progress reports to upper management.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
- Assessed employee performance on daily basis and implemented corrective actions.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Oversaw recruitment for clerical staff, accounting and operations teams.
- Set office policies and procedures to keep team members coordinated.
- Coordinated work of 10 clerical team members to consistently meet office needs.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Scheduled staff and delegated assignments to adequately cover operational and project requirements.
- Delivered new hire training and mentored established staff on processes and procedures.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Enforced clerical team compliance with industry best practices and internal policies.
- Directed team in producing diverse work with word processing and desktop publishing applications.
- Input current metrics into tracking documents and spreadsheets and prepared reports.
- Partnered collaboratively with other departments to determine optimum schedules for special projects.
IN BOUND AND OUT BOUND CALL CENTRE SUPERVISOR
PEBUU
KAMPALA, KAMPALA
11.2021 - 02.2022
- Developed effective rapport with customers through empathetic communication, ensured repeat business engagements.
- Improved customer satisfaction by implementing efficient call handling techniques.
- Worked closely with management, relayed frontline feedback for policy improvements.
- Ensured timely resolution of technical issues for uninterrupted customer service delivery.
- Promoted a culture of continuous learning within the team, encouraged participation in skill enhancement programmes.
- Monitored calls daily, provided constructive feedback to agents on their performance metrics.
- Collaborated with management team members to create call centre objectives.
- Performed administrative duties efficiently for streamlined office operations.
- Fostered a positive work environment, motivated team members towards achieving targets.
- Undertook complex calls to pacify and reassure irate customers.
- Reduced average customer call times through targeted training in quality control.
- Implemented changes in operational procedures to increase productivity levels.
- Created rosters based on staff strengths to build dedicated, hardworking teams for each shift.
- Dealt swiftly with personnel issues, maintained high staff morale and motivation levels.
- Conducted performance reviews with team members, provided feedback on areas of improvement.
- Led training sessions for new recruits to enhance their communication skills.
- Oversaw triage and allocation of multiple calls per day.
- Analysed statistics, actioning strategic operational improvements to aid call centre growth.
- Recruited, trained and progressed call centre agents within business, leading by example in outstanding service standards.
- Scheduled team meetings to educate agents regarding best practices in dealing with customers.
- Authorised replacements and refunds requested by customers.
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings.
- Organised team building activities to motivate staff and build rapport.
- Calculated waiting calls and call abandonment to develop service improvement strategies.
- Coordinated training opportunities to promote customer service excellence amongst staff.
- Allocated inbound leads according to priority, distributing opportunities amongst staff.
- Implemented cloud-based software to upgrade internal processes and improve team efforts.
- Carried out regular call and communication monitoring for service provisions to meet defined quality standards.
- Handled resource allocation during peak hours to manage high call volumes effectively.
- Coordinated with other departments to ensure seamless customer experience across all platforms.
- Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.
- Conducted performance evaluations to determine capability and progress of staff.
- Supervised shift operations whilst ensuring adherence to company guidelines and protocols.
- Assisted representatives in solving problems with dissatisfied clients to increase customer satisfaction.
- Improved process efficiency by identifying bottlenecks and suggesting corrective measures.
- Managed escalated customer complaints, resolved issues promptly and professionally.
- Collected and analysed call centre statistics and developed strategies for improvement.
- Organised weekly meetings for team development and improvement in strategic planning.
- Maintained high-quality service by enforcing customer service standards.
- Facilitated interdepartmental coordination for better issue resolution, resulted in improved cross-functional collaboration.
- Asked probing questions of clients to understand needs and identify actionable requirements.
- Built positive customer rapport through friendly, professional communication.
- Followed up customer queries to check provided solutions met expectations.
- Improved customer satisfaction ratings through responsive query resolution.
- Documented customer contacts in [Software] for use in further interactions or actions.
- Maintained up-to-date client records in database systems.
- Coordinated dispatching for field team completing installation, maintenance and repair work.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Logged customer communications for complete service records.
- Operated switchboard systems successfully to manage high call volumes.
- Updated customers on special offers and promotions for increased revenue.
- Actioned customer feedback to enhance contact centre service provisions.
- Accepted direct payments and set up invoicing and payment plans for complex orders.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Prepared letters, information sheets and order documentation and distributed to clients.
- Reduced customer wait times by adhering to call target timeframes.
- Entered, updated and removed customer information to keep accounts current.
- Reached out to established clients to follow up after sales and offer new products and services.
Customer Care Executive
DLIGHT SOLAR COMPANY
Kampala, Kampala District
04.2018 - 04.2019
- Maintained detailed records of customers' interactions, processed adjustments to accounts.
- Facilitated positive consumer experience through active listening and empathy.
- Streamlined processes by suggesting improvements in systems and procedures.
- Employed active listening and communication skills to handle escalated and complex calls, achieving 70% positive outcome.
- Complied diligently with data privacy rules, safeguarded confidential client information.
- Maximised sales revenue growth by successfully identifying and capitalising on cross-selling opportunities.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Managed high-volume call centre for prompt customer service.
- Escalated complex issues, ensured timely resolution.
- Coordinated with other departments for seamless customer service delivery.
- Handled 100 customer support queries daily, exceeding company target by 50%.
- Boosted company image through efficient problem resolution.
- Guaranteed quality CRM data, performing daily database cleansing to update customer contact details.
- Utilised comprehensive knowledge of services and products offered for assisting customers effectively.
- Enhanced customer satisfaction by resolving complaints efficiently.
- Provided accurate product information to assist decision making process of customers.
- Communicated effectively with diverse clientele, resolved wide range of queries and concerns.
- Collaborated closely with sales department to identify, support and maximise expansion opportunities.
- Devised workflow improvements for quicker response times.
- Strengthened brand reputation with professional and empathetic responses to inquiries.
- Assured quality control whilst handling sensitive information of customers.
- Engaged in constructive feedback sessions to enhance performance skills.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Implemented effective strategies to deal with difficult situations or disgruntled customers.
- Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
- Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
- Adapted quickly to new software platforms for improved customer relationship management.
- Trained new staff members on company policies and service level standards to uphold reputation.
- Managed online live chat, supporting up to 100 customers simultaneously.
- Drove customer retention, building engaging relationships through every interaction.
- Devised creative strategies for highlighting goods and promoting specific attributes.
- Developed strong rapport with each customer, encouraged repeat business.
- Analysed paid and organic website data to enhance Return On Investment (ROI).
- Coordinated placements for television and radio, social media and print publication advertisements.
- Compiled and reviewed consumer data on patterns and preferences for marketing information.
- Brainstormed ideas with clients and stakeholders to maximise project potential.
- Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
- Conducted market research to understand customer base and enhance products.
- Developed marketing plans to support department strategies.
- Developed holistic advertising strategies to achieve revenue and awareness goals.
- Leveraged market and competitor data to identify market opportunities and gaps.
- Advised clients on optimum mix of products and distribution channels for greatest success.
- Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
- Managed multi-channel advertising campaigns to support sales objectives.
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
- Maximised media coverage through tactical planning and communications.
- Built public relations strategies for broadened advertising scope.
- Predicted and interpreted consumer trends to improve product offerings.
- Organised marketing plans and programmes to best support business growth and development.
- Wrote engaging, entertaining and informative media scripts for different uses.
- Evaluated campaign performance to optimise return on investment.
- Networked with media and PR professionals to build campaign reach.
CUSTOMER RETENTION
DLIGHT SOLAR COMPANY
KAMPALA, KAMPALA
04.2018 - 04.2019
- Provided customers with outstanding service, extending relationships for future business opportunities.
- Formulated and implemented robust risk management protocols, safeguarding the company against potential financial and operational threats.
- Influenced positive organisational change with effective leadership techniques.
- Improved customer retention with proactive service strategies.
- Handled customer complaints effectively, resulting in improved customer retention rates.
- Improved customer retention rates with superior after-sales service and follow up procedures.
- Increased customer retention with proactive problem-solving approaches.
- Established strong relationships with clients, resulting in increased customer retention rates.
- Enhanced customer retention with the creation of engaging content for social media platforms.
- Fostered client relationships for enhanced customer retention through active social media engagement.
- Maintained high service standards for enhanced customer retention.
- Improved customer retention rates by offering tailored advice based on individual tastes and preferences.
- Improved customer retention rate through excellent problem-solving abilities and conflict management techniques.
- Drove customer retention through exceptional service delivery standards.
- Fostered strong relationships with clients, enhancing customer retention and satisfaction rates.
- Addressed and resolved client concerns for increased customer retention rates.
- Managed difficult situations, ensuring customer retention and loyalty.
- Developed customised solutions to client-specific problems; increased customer retention rate significantly.
- Provided ongoing support and after-sales service to maximise customer retention rate.
- Handled complaints and grievances professionally while ensuring customer retention.
- Created customer loyalty programmes, boosted customer retention rates.
- Responded swiftly to customer complaints, resolving issues amicably for increased customer retention rates.
- Improved customer retention rate by providing excellent after-sale support.
- Resolved customer complaints promptly, ensuring customer retention.
- Provided excellent after-sales support for increased customer retention.
SALES QUALITY CHECKS
DLIGHT SOLAR COMPANY
Kampala, Kampala District
04.2018 - 04.2019
- Investigated customer complaints, ensured swift resolution and satisfaction.
- Collaborated with production teams to address quality concerns.
- Certified products to confirm compliance with quality and regulatory requirements.
- Logged issues and identified root causes to prevent repeat incidents.
- Assisted in internal audits, ensured compliance with regulatory standards.
- Quality-assured materials and finished products to verify condition and traceability.
- Checked product labelling was clear and legible ahead of dispatch.
- Implemented corrective measures to mitigate product faults.
- Encouraged open communication amongst team members for smoother operations.
- Compiled reports on product failures, helped identify areas for improvement.
- Carried out statistical analysis for trend identification in product defects.
- Ensured customer satisfaction, maintained high-quality standards.
- Improved product quality by conducting detailed inspections.
- Raised non-conformances with management to limit further production line errors.
- Facilitated training sessions, enhanced team's understanding of quality control procedures.
- Documented all inspection outcomes, improved transparency in operations.
- Confirmed measurements conformed with design specifications to sign off on quality standards.
- Streamlined workflow processes, reduced bottlenecks in the production line.
- Evaluated supplier products for compliance with company standards.
- Identified defects for quick resolution.
- Tested product samples and confirmed adherence with quality standards ahead of manufacturing.
- Returned defective products to manufacturing for repairs and inspected repairs to confirm quality.
- Managed approximately 100 incoming and outgoing calls, emails per day from customers
FIELD COORDINATOR
DLIGHT SOLAR COMPANY
KAMPALA, KAMPALA
04.2018 - 04.2019
- Provided technical support, ensuring uninterrupted field operations.
- Ensured project success with regular communication among team members.
- Enhanced compliance with company policies through vigilant supervision of operations.
- Managed resources to ensure maximum utility and productivity.
- Organised logistics for smoother operations on the field.
- Handled emergency situations effectively, minimising disruption to work flow.
- Delivered project objectives on time by coordinating field tasks efficiently.
- Developed contingency plans to prepare for unforeseen challenges in the field.
- Led troubleshooting efforts to swiftly address operational issues.
- Streamlined communication channels for better coordination among teams.
- Created detailed reports with accurate data collection from the field.
- Maintained safety standards, reducing risk of accidents on site.
- Facilitated training sessions, resulting in increased team competency levels.
- Mitigated risks by implementing preventative measures during operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Controlled resources by department or project and tracked use in [Software].
- Organised financial and operational data to help with yearly budgeting and planning.
- Streamlined processes to improve and optimise office operations.
- Drafted procedural statements and guidelines for company-wide use.
- Planned revenue generation strategies designed for growth.
- Led and managed administrative staff to maintain smooth daily operations.
REVENUE COLLECTOR
DLIGHT SOLAR COMPANY
KAMPALA, KAMPALA
04.2018 - 04.2019
- Pursued delinquent payers assertively, maximised revenue collections.
- Resolved account discrepancies using analytical problem-solving skills.
- Boosted efficiency by streamlining revenue collection procedures.
- Maintained strict confidentiality, ensured client privacy.
- Improved negotiation skills for resolving unpaid accounts.
- Handled escalated customer complaints effectively, fostered positive relationships.
- Achieved optimal customer satisfaction with exceptional interpersonal communication.
- Utilised software applications to streamline revenue tracking processes.
- Updated customer databases regularly for efficient operations.
- Assisted in policy development to improve debt recovery efforts.
- Ensured prompt payment of revenues using effective follow-up strategies.
- Enhanced revenue recovery by implementing proactive collection strategies.
- Delivered courteous service whilst handling sensitive financial matters professionally.
- Organised financial records to maintain accuracy in data management.
- Collaborated with accounting department for accurate record-keeping and reporting.
- Exceeded collection target goals with assertive communication and negotiation skills.
- Performed customer credit checks and advised on credit limit adjustments.
- Performed collection of overdue debts, reconciling high-volume account queries.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
OFFICE EDITOR, FIELD INTERVIEWER, FIELD SUPERVISOR
UGANDA BUREAU OF STATISTICS
KAMPALA, KAMPALA
03.2009 - 04.2014
- Located Subject Matter Experts (SMEs) to review content for inaccuracies.
- Advised writers on powerful storytelling techniques to craft memorable content.
- Created compelling headlines, increasing reader interest.
- Fostered positive relationships with authors through effective communication and feedback provision.
- Encouraged team collaboration resulting in enhanced productivity.
- Identified weak or non-compliant content and recommended improved wording.
- Managed new content production to address content gaps.
- Achieved faster publication timelines by streamlining editing processes.
- Balanced workload efficiently to meet tight deadlines.
- Improved manuscript quality by performing thorough proofreading and editing.
- Followed through on beat sources, contacts and leads to gather information for stories.
- Organised material, determined area of emphasis and wrote stories according to prescribed editorial style and format standards.
- Collaborated closely with team members to reach consensus on best-fit candidates.
- Coded data from participant interviews.
- Explained questions in better detail for interviewees to allow for truthful responses.
- Attended briefing sessions to review quality of interviews and create strategies for improvement.
- Improved interview procedures by implementing a more structured questioning technique.
- Conducted interviews in line with outlined scripts and briefing materials to guarantee confidentiality of respondents.
Education
Bachelor of Business Administration - BUSINESS ADMINISTRAION
MAKERERE UNIVERSITY BUSINESS SCHOOL
UGANDA 08.2004 - 05.2009
Skills
Telephone etiquette
undefinedLanguages
English
Fluent
Spanish
Beginner
Accomplishments
SALES, PRODUCT AND SERVICES QUALITY CHECK DEPARTMENT
Software
CRM SOFTWARE
Interests
LEARN NEW CULTURE AND LANGUAGES
suzan
worker
References
References available upon request.
Timeline
CUSTOMER CARE SUPERVISOR
PEBU FINANCIAL SERVICES
11.2021 - 02.2022
IN BOUND AND OUT BOUND CALL CENTRE SUPERVISOR
PEBUU
11.2021 - 02.2022
Customer Care Executive
DLIGHT SOLAR COMPANY
04.2018 - 04.2019
CUSTOMER RETENTION
DLIGHT SOLAR COMPANY
04.2018 - 04.2019
SALES QUALITY CHECKS
DLIGHT SOLAR COMPANY
04.2018 - 04.2019
FIELD COORDINATOR
DLIGHT SOLAR COMPANY
04.2018 - 04.2019
REVENUE COLLECTOR
DLIGHT SOLAR COMPANY
04.2018 - 04.2019
OFFICE EDITOR, FIELD INTERVIEWER, FIELD SUPERVISOR
UGANDA BUREAU OF STATISTICS
03.2009 - 04.2014
Bachelor of Business Administration - BUSINESS ADMINISTRAION
MAKERERE UNIVERSITY BUSINESS SCHOOL
08.2004 - 05.2009
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