TRACY TENDO
Administrative And Customer Service Specialist
Kampala, Uganda
Summary
Successfully delivered exceptional customer service over five years as an Administrative and Customer Service Specialist, with a proven track record of client communications management and operational effectiveness. Achieved key milestones in healthcare, finance, and administration, including a 95% resolution rate and increased client loyalty. Managed over 500 communications monthly, lowering response times by 50% and increasing client satisfaction through feedback-driven enhancements. Streamlined scheduling, maintained accurate data, handled HR inquiries, and coordinated huge events. Known for a proactive attitude, strong problem-solving skills, and a commitment to providing outstanding service while fostering long-term client relationships.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
1
1
Language
Work History
CONTACT CENTRE ADMINISTRATOR
C-CARE UGANDA
Kampala, Uganda, Central
07.2024 - Current
- Consistently met performance goals by answering calls in 20 seconds and attaining a 95% resolution rate.
- Improved patient experience and appointment retention by 20% through feedback and follow-ups, resulting in improved adherence and engagement.
- Participated in patient satisfaction surveys, reviewed comments, and identified concerns to influence service improvements that increased satisfaction by 85%.
- Used advanced Call Centre software and scheduling tools to reduce response times by 25%, reduce data input errors, increase patient service and operational efficiency.
- Provided exceptional service by resolving patient concerns within 24 hours, attaining a 95% first-contact resolution rate, and increasing satisfaction.
- Collaborated with team members to meet call volume targets, review best practices, and improve efficiency, resulting in a 90% increase in productivity, decreased wait times, and improved Call Centre performance metrics.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
CLIENT EXPERIENCE OFFICER
EFC UGANDA LIMITED (MDI)
Kampala, Uganda, Central
07.2022 - 01.2024
- Increased client retention 80% through regular check-ins, personalized communication and FAQs, ensuring their needs were consistently met and fostering long-term partnerships.
- Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
- Resolved client complaints within 24hours through a methodical management strategy reducing negative feedback and fostering trust.
- Efficiently managed calls, emails, and chatbot inquiries with a 100% response rate, minimizing wait times and considerably following-up on inquiries, hence improving customer experience and operations.
- Stayed up to date on new products and advancements sharing pertinent information with clients, leading to a 30% boost in upsell success and engagement.
- Spearheaded initiatives to improve overall client experience, including staff training and process improvements.
FRONT DESK OFFICER
THE MEDICAL HUB
Kampala, Uganda, Central
03.2020 - 07.2022
- Streamlined patient registration, updates, and check-ins/check-outs, reducing wait times, improving patient flow, and boosting satisfaction.
- Optimized insurance verification, payment processing, and billing inquiries for clients, resulting in a 20% reduction in processing times, improved cash flow, and increased payment collection.
- Proactively controlled critical circumstances by promptly analyzing patient needs and directing them to relevant resources, resulting in prompt and efficient patient care during emergencies.
- Maintained accurate patient records, ensuring confidentiality and 100% compliance with healthcare standards and regulations.
- Minimized turnaround time and improved service delivery for patients by 90% by consistently resolving patient concerns with empathy and efficiency.
- Streamlined reporting on open invoices and daily OPD & IPD rounds, reducing delays by 30%, which improved financial decision-making and supported better cash flow and budget management.
- Maintained balanced accounts and ran daily reports on open bills and OPD & IPD rounds, validating totals and assuring 100% accuracy in financial records
ADMINISTRATIVE ASSISTANT
LEGAL AWARENESS INITIATIVE
Kampala, Uganda, Central
10.2019 - 02.2020
- Greeted and assisted clients, managing 100% of incoming interactions (calls, emails, letters) and swiftly directing inquiries to the relevant team member.
- Managed project utilities, subscriptions, office supplies, and requisitions, ensuring 100% budget adherence and timely submissions. Supported procurement planning, resulting in 70% less delays and smoother project execution.
- Provided secretarial assistance in structuring and amending program documents, ensuring 100% on-time report submission. Maintaining and updating project templates reduced document retrieval time by 70% while increasing efficiency.
- Coordinated over 15 major project events annually, participant management, and follow-up, resulting in 95% satisfaction rate.
- Efficiently managed travel calendars, staff movement records, and appointments, reducing travel delays, cutting claims processing time, and maintaining 98% on-time appointment rate.
- Developed an e-filing system that reduced document retrieval time by 70% and minimized data discrepancies, ensuring easy access to both electronic and hard copy files and references.
HR INTERN
NAKASERO HOSPITAL
Kampala, Uganda, Central
06.2018 - 09.2019
- Prepared and organized 100+ staff documentation files for audit, ensuring compliance with policies and legal requirements.
- Coordinated orientation programs for 50+ new hires, improving engagement and reducing onboarding time through efficient training and resource management.
- Screened and reviewed 200+ job applications, determined credentials and eligibility, and scheduled 50+ interviews with hiring managers and candidates to ensure a smooth recruitment process.
- Oversaw and processed over 80 incoming interactions, including calls, emails, and inquiries, assuring professional handling and timely instruction to the right HR team members.
Education
Bachelor of Arts - Social Sciences
MAKERERE UNIVERSITY
Kampala, Uganda,102 08.2017 - 12.2020
Skills
Administrative support
Customer service
MS office
Office administration
Attention to detail
Recordkeeping and file management
Office management
Business administration
Problem-solving
Documentation and reporting
Travel coordination
References
- Mr. Ian Kirabo, Human Resource Specialist, EFC Ltd,+256752537032
- Mrs. Sylivia Stellah tamale, Head Marketing and CEX, +256757516696
- Mrs. Sheila Aturinda, Human Resoure-Talent Acquisition,Nakasero Hospital,+256704138055
Certification
Service4cus -Customer Care Training
Disclaimer
I, Tracy Tendo, I hereby attest that all of the
information provided on this form is true and
accurate. No information has been voluntarily kept
from you, which could work against me.
Timeline
CONTACT CENTRE ADMINISTRATOR
C-CARE UGANDA
07.2024 - Current
CLIENT EXPERIENCE OFFICER
EFC UGANDA LIMITED (MDI)
07.2022 - 01.2024
FRONT DESK OFFICER
THE MEDICAL HUB
03.2020 - 07.2022
ADMINISTRATIVE ASSISTANT
LEGAL AWARENESS INITIATIVE
10.2019 - 02.2020
HR INTERN
NAKASERO HOSPITAL
06.2018 - 09.2019
Bachelor of Arts - Social Sciences
MAKERERE UNIVERSITY
08.2017 - 12.2020
Service4cus -Customer Care Training
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