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
undefinedWatching Football
Like watching Premier Legue
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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
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