Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Interests
Timeline
CustomerServiceRepresentative
Zacharia Oloo

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

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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

Innovation

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

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Zacharia OlooMR.