SSIMBWA SAMUEL
CUSTOMER CARE REPRESENTATIVE
Kampala,UGANDA
Summary
Driven Customer care representative with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Executive
KAMPI POULTRY FARM -UGANDA
KAMPALA, UGANDA
01.2021 - Current
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Solicited customer engagement in loyalty programs to enhance company revenue generation.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Received payment information from customers and implemented it carefully into system to alleviate errors.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Enhanced department structure and workflows to increase coverage and team efficiency in face of dynamic demands.
- Modified and refined offerings and operational practices to meet changing customer requirements.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Explained online self-help options to customers to promote additional and after-hours support choices.
Housekeeping Supervisor
Roda Almurooj Hotel Downtown
Dubai, United Arab Emirates
11.2018 - 12.2020
- Completed schedules, shift reports and other business documentation.
- Improved process efficiency through effective inventory control in alignment with client standards.
- Introduced new operational programs like incentives to increase company loyalty and reduce employee turnover.
- Created and implemented training programs to enhance employee performance.
- Placed orders for housekeeping supplies and guest toiletries.
- Evaluated employee performance and developed improvement plans.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Adhered to safety protocols by enforcing proper equipment usage.
- Increased employee performance through effective supervision and training.
Housekeeping Attendant
Hyatt Regency Dubai Creek Heights
Dubai, United Arab Emirates
08.2016 - 09.2018
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Restocked room supplies such as facial tissues for personal touch with every job.
Customer Service Representative
ISON BPO- AIRTEL UGANDA TELCOM CALL CENTRE
Kampala, Uganda
11.2014 - 04.2016
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided information regarding charge accounts and loyalty programs.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Responded proactively and positively to rapid change.
Education
Bachelor of Arts - Major in Organization Studies
MAKERERE UNIVERSITY
Kampala 08.2009 - 01.2013
Skills
Documentation and notes
Online chat and email
Troubleshooting
Coaching and mentoring
Relationship building
Bookkeeping
Payment management
Watching Football
Like watching Premier Legue
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Executive
KAMPI POULTRY FARM -UGANDA
01.2021 - Current
Housekeeping Supervisor
Roda Almurooj Hotel Downtown
11.2018 - 12.2020
Housekeeping Attendant
Hyatt Regency Dubai Creek Heights
08.2016 - 09.2018
Customer Service Representative
ISON BPO- AIRTEL UGANDA TELCOM CALL CENTRE
11.2014 - 04.2016
Bachelor of Arts - Major in Organization Studies
MAKERERE UNIVERSITY
08.2009 - 01.2013