Innovation
Zacharia Oloo
MR.
Kampala
Summary
Customer Manager offering 4 years 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. Strong drive with excellent interpersonal, communication and team-building skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
44
44
years of post-secondary education
3
3
Languages
Work History
Customer Service Executive
Ezeemoney
Kampala
07.2020 - Current
- Evaluated performance and progress, and made proactive adjustments.
- Promoted availability of vendor resources through continuous contact and coordination.
- Met with customers to resolve issues and build productive relationships.
- Planned and scheduled field activities according to set timelines and order of operations.
- Investigated issues and developed effective solutions.
- Collaborated with management, technical crew members and fellow supervisors to organize efficient operations and achieve demanding schedule targets.
- Coached agents and executed training in business model and growth and terminal functionality, increasing productivity by 75%.
Co-Founder/Treasurer
Voices For Labour
Kampala
04.2020 - Current
- Developed key operational initiatives to drive and maintain substantial growth.
- Established foundational processes for operations.
- Aligned organizational objectives with organization mission to increase growth and integrate work strategies.
Customer Operations Manager
Ezeemoney
Kampala
01.2018 - 06.2020
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Coordinated resolutions for more than 250 daily customer inquiries while consistently achieving performance targets.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Contacted existing and prospective customers by phone or email on consistent basis.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Created customer support strategy for team of 4 to increase telegram customer retention by 90%.
- Followed through with client requests to resolve problems.
- Collaborated with executive team to improve customer service processes and support structures company-wide.
Sales Executive
Ezeemoney
Kampala
01.2015 - 12.2017
- Targeted new markets and increased sales 65% through proactive sales and negotiation techniques.
- Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Tackled customer concerns and responded to inquiries within 24 hours to provide immediate issue resolution.
- Sold over $ 48,000 of POS product in 2yrs.
- Held weekly meetings with master agents to identify techniques to overcome sales obstacles.
Education
Diploma - JOURNALISM AND MASS COMMUNICATION
UMCAT School Of Journalism And Mass Communication
Kampala Jan.2020 - Nov.2023
High School Diploma -
RISE AND SHINE HIGH SCHOOL
NTINDA 01.2009 - 03.2010
High School Diploma -
ST.Benedict High School
Tororo Jan 2008 - 12.2008
Skills
Computer skill
Technical expertise
Effective communication
Flexible and Adaptable
Relationship-Building
Online chat and email
CRM
POS systems expert
Company policy adherence
Payment management
Issue escalation
Troubleshooting
Investment strategy
Excel expertise
Financial management procedures
Accomplishments
- Supervised team of 98 agent points.
- Collaborated with team of crm team in the development of.
- Documented and resolved top up request which led to growth of company revenue.
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
I am a Christian who is God fearing.
Interests
Team work
Adventure
Reading
Compassionate about helping others
Timeline
Customer Service Executive
Ezeemoney
07.2020 - Current
Co-Founder/Treasurer
Voices For Labour
04.2020 - Current
Diploma - JOURNALISM AND MASS COMMUNICATION
UMCAT School Of Journalism And Mass Communication
Jan.2020 - Nov.2023
Customer Operations Manager
Ezeemoney
01.2018 - 06.2020
Sales Executive
Ezeemoney
01.2015 - 12.2017
High School Diploma -
RISE AND SHINE HIGH SCHOOL
01.2009 - 03.2010
High School Diploma -
ST.Benedict High School
Jan 2008 - 12.2008