Taaka Mukanga
Kampala
Summary
Experienced Sales and Customer Support Associate with background in customer service and sales. Skilled at managing multiple tasks, prioritizing responsibilities, and building strong professional relationships. Known for contributing to team success through hard work, attention to detail, and problem-solving capabilities. Demonstrated ability to positively impact company goals and customer satisfaction levels.
Overview
11
11
years of professional experience
Work History
Workforce Real Time Analyst
Helpware Tech Uganda
Kampala
09.2024 - 03.2025
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Implemented quality assurance measures to ensure accurate data entry into the system.
- Participated in meetings with department heads to discuss staff scheduling needs.
- Monitored real-time labor performance metrics and identified areas for improvement.
Customer Support Representative
Helpware Tech Uganda
Kampala
12.2023 - 09.2024
- Processed an average of 35 customer concerns per day with accuracy.
- Implemented successful buffering techniques for data entry personnel.
- Enhanced response time and streamlined customer support by delivering superior support via live chat and email.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Identified opportunities to improve customer experience and suggested changes accordingly.
Sales Executive
Excel Brands Uganda Ltd
Kampala
03.2021 - 11.2023
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Contacted current and potential clients to promote products and services.
- Trained junior sales staff on techniques for improving customer service experience.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Adjusted sales techniques based on interactions and feedback from customers and peers.
- Cultivated relationships with existing customers to encourage repeat business.
- Developed sales presentations and proposals for client meetings.
- Lead sales efforts, including prospecting, lead generation, and closing deals, achieving
sales targets consistently.
Customer Support Executive
B Melda Online Store
Remote
01.2019 - 10.2020
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Oversaw the remote coordination of numerous suppliers for timely delivery of over 100 orders each week.
- Handled complaint resolution from email and social media channels.
- Effectively maintained email response rate at under 8 hours for an average of 60 daily communications.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Collaborated with other departments to ensure timely resolution of customer requests.
Administrative Assistant
Children's Clinic, Naalya
Kampala
01.2017 - 12.2018
- Assisted patients with inquiries upon arrival.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Drove customer feedback to deliver information to management for corrective action.
- Responded to customer issues to provide immediate resolution and improve retention.
- Maintained an efficient e-filing system, reducing search time by 20% and improving document retrieval for the administrative team.
- Coordinated administrative support for daily activities, ensuring seamless logistics and contributing to successful execution
- Facilitated coordination among doctors and supervised on-duty personnel.
- Elevated clinic's weekend income by delivering outstanding customer support.
- Executed procurement of pharmaceuticals for the clinic.
Communications Research Associate
Jbn Consults Ltd
Multiple Cities
09.2015 - 06.2016
- Facilitated discussions among various stakeholders such as school leaders, NGO directors, and government officials.
- Organized and conducted discussions with council members to understand solid waste management perspectives.
- Verified accuracy of data by conducting quality assurance checks on collected materials.
- Collaborated with other researchers in developing study designs, methods, and tools for data collection.
Personal Assistant
The Gideon's International
Kampala
07.2014 - 07.2015
- Prepared and delivered reports to the regional manager's desk.
- Engaged with leadership across various Gideon camps on his behalf.
- Facilitated smooth scheduling and setup for ministry activities across multiple locations.
- Processed subsequent expense reports related to camp visits.
Education
Bachelor of Arts - International Development
Uganda Martyrs University, Nkozi
11-2013
Skills
- Workforce planning
- Data analysis
- Schedule optimization
- Real-time monitoring
- Reporting tools
- Customer relationship management
- Sales strategy
- Product knowledge
- Lead generation
- Effective communication
- Team leadership
- Presentation skills
- Strategic planning
Timeline
Workforce Real Time Analyst
Helpware Tech Uganda
09.2024 - 03.2025
Customer Support Representative
Helpware Tech Uganda
12.2023 - 09.2024
Sales Executive
Excel Brands Uganda Ltd
03.2021 - 11.2023
Customer Support Executive
B Melda Online Store
01.2019 - 10.2020
Administrative Assistant
Children's Clinic, Naalya
01.2017 - 12.2018
Communications Research Associate
Jbn Consults Ltd
09.2015 - 06.2016
Personal Assistant
The Gideon's International
07.2014 - 07.2015
Bachelor of Arts - International Development
Uganda Martyrs University, Nkozi
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