PROFESSIONAL SUMMARY

Highly motivated and results-driven professional with proven expertise in developing and executing effective digital marketing strategies, optimizing online presence, and driving business growth. Skilled in leveraging data analytics and digital tools to enhance marketing campaigns and improve user engagement. Known for

innovative problem-solving, strategic thinking, and the ability to adapt to evolving technology trends. Committed to delivering impactful results and contributing to organizational success.

EXPERIENCE

Customer Success Manager 01/2023 - 03/2024

Mupet Technologies Associates Limited - Wakiso, Uganda

Achievements

• Led a team of 25 staff members, conducting training and mentoring to enhance productivity and commitment to friendly service, achieving a significant 47% reduction in turnover rate.

• Played an instrumental role in client satisfaction by collaborating with operational teams to resolve service issues effectively, increasing client retention by 62%.

• Analyzed customer data to identify trends and developed strategies to improve customer success metrics, proactively addressing concerns and providing tailored solutions.

• Streamlined the customer onboarding process, accelerating product adoption and increasing retention rates.

• Prepared technical reports and developed comprehensive training materials by collecting, analyzing, and summarizing information and trends.

• Collaborated with sales and IT teams to resolve technical issues and optimize systems, resulting in smoother customer transitions.

• Developed comprehensive training materials that facilitated faster customer proficiency with the product.

• Participated in the design of new software by analyzing requirements, constructing workflow charts and diagrams, studying system capabilities, and writing specifications using various modeling techniques such as process modeling, data modeling, and system modeling.

Service Center Technical Advisor 10/2019 - 01/2023

MTN - Kampala, Uganda

Achievements

• Assisted the Service Centre Manager with overall operations,ensuring adherence to standards and swift resolution of customer issues.

• Supervised third-party teams and supported operational activities, leading daily briefings and escalating issues as needed.

• Achieved 98% customer verification accuracy for new activations, meeting UCC KYC guidelines.

• Onboarded mobile money agents with a 96% verification accuracy, surpassing the 90% target and contributing to a 10% growth in transactions for 2022 and 2023.

• Facilitated the onboarding of 540 subscribers to the ayoba app and 720 successful downloads of the MTN app, enhancing digital engagement.

• Exceeded sales targets for phones, Wakenet, and WIFI devices,achieving 93% of the sales target and earning recognition for Best Devices Sale in MTN OPco for 2023.

• Collaborated with cross-functional teams to implement CRM system enhancements and workflow automation, including Idohc, Ecw, Servicenow, Remedy, Dclm, and Concierge.

• Attained a 94% Frontline Net Performance (NPS) Score, surpassing the 86% target and improving customer satisfaction through high first-call resolution rates.

Email and Social Media Advisor 09/2017 - 11/2019

MTN Uganda - Kampala, Uganda

Achievements

• Enhanced the company's professional image through effective email and social media interactions, increasing social media engagement by 30% with improved content and twice-daily posts.

• Answered customer inquiries and built brand awareness, developing relevant content and managing online reputation while driving leads and sales.

• Optimized content and technology using social media tools, including email marketing and automation.

• Coordinated and maintained a monthly social media and blogging calendar to ensure consistent content distribution.

• Tracked and analyzed performance metrics to refine content strategies, maximizing reach and engagement.

• Developed targeted advertising strategies and conducted competitor analyses, utilizing demographic data to effectively reach audience segments.

• Collaborated with the marketing team on integrated campaigns,achieving a 10% increase in sales, web traffic, and lead generation.

Call Center Advisor 03/2016 - 11/2017

MTN - Kampala, Uganda

Achievements

• Handled 210 calls daily, maintaining a professional image and effectively managing client interactions, including education, upselling, and appointment scheduling.

• Utilized CRM systems to demonstrate a strong understanding of complex processes and technical knowledge.

• Enhanced product visibility by aligning information with customer needs and priorities.

• Identified and documented process improvements, proactively addressing concerns and implementing solutions.

• Improved communication efficiency, leading to a 15% increase in timely responses and resolutions.

• Trained new team members on company policies and best practices to ensure exceptional customer service.

IT Technician 01/2014 - 01/2016

MFI Uganda - Kampala, Uganda

Achievements

• Enhanced technical proficiency in system configuration,customization, and troubleshooting.

• Developed and documented standard operating procedures for consistent IT service delivery.

• Proactively monitored systems, reducing downtime and addressing potential issues promptly.

• Implemented data backup strategies to ensure business continuity during unforeseen events.

• Assisted in migrating critical infrastructure to cloud-based solutions, lowering costs and boosting scalability.

• Contributed technical expertise to IT project planning, ensuring successful outcomes.

• Evaluated and integrated emerging technologies to keep the organization competitive in IT services.

• Performed regular preventive maintenance on hardware, extending equipment lifespan and reducing failures.

• Optimized network configurations and updates to improve efficiency.

AREAS OF EXPERTISE & SKILLS

• Customer Retention Strategies

• Training and Coaching Abilities

• Technical Support

• Sales expertise

• Conflict Resolution Strategies

• Software system design

• Customer Relationship Management

• Influencer Collaboration

• Campaign Management

• Competitor Analysis

• Data Entry

• CRM Software

• Call center experience

• Performance metrics analysis

• Complaint Handling

CERTIFICATIONS & TRAINING

• 03/01/2021, 08/31/2021, Certificate in Professional and

• Life Skills, Amity University

• 05/01/2019, 09/30/2019,Microsoft Certified IT Professional (MCITP) - Certification, Certified by Microsoft

• 05/01/2018, 11/30/2018, CCNA, Makerere University and CISCO Networking Academy

• 05/01/2019, Certificate in IT Essentials, Makerere University and CISCO Networking Academy

• 06/01/2019, 09/30/2019, Health Research Practices, Makerere University and Edinburg University

• 09/01/2018, 10/31/2018, Building Wireless Community Networks, ISOC Technical Courses and

• Internet Society

• 07/01/2013, 08/31/2013, Scientific Communication & Publishing, Training Centre in Communication (TCC) and DAAD

• Certificate in Networking, Computer repair and maintenance, Website development, Linux administration, Database management(mysql), Windows server, Programming languages like cake php, php, mysql, c++,

• java, css, JavaScript, Html, Afrosoft IT Solutions

EDUCATION

• Amity University - India - 12/2023,Post Graduate Diploma: Digital Marketing Strategies

• Makerere University - 01/2020, Master of Science: Information Systems

• Makerere University - 01/2016, Bachelor of Science: Information Technology

• Kyambogo University - 11/2008, Diploma in Education Secondary Education