Experience

Stratum OAM

• United Arab Emirates
• Facilities Services
• 1 - 100 Employee

• Customer Care Manager

  • Jan 2019 - Present

  • Help customers plan and Strategize, plan, execute and manage the delivery and enhanced performance of all internal operations, so as to maintain and develop business growth in accordance with the overall strategy and regulatory framework. • Identify, implement and optimize KPIs to understand customer usage, behaviors and red flags indicating potential customer churn. • Provide actionable insights to the service development team based on customer feedback (i.e. new features and feature enhancements). Pinpoint the customers’ needs and create processes that reflect their goals. • Contribute to the cost effectiveness of the department by keeping within time limits, coordinating, and planning activities as effectively as possible within the guidelines laid down. • Identify areas of inefficiencies and non-compliance with applicable policies, rules and regulations for existing processes, detecting anomalies / weakness in systems and customer services and developing ways to improvise. • Proactively alert customer in case of any event, delay or failure regarding the service commitment and engage in the search with key stakeholders. • Identify, analyze and interpret trends, and discover hidden patterns in complex structured and unstructured data sets, including primary research data. • Identify and execute the analysis required to provide consistent, robust KPI reporting Conduct analysis that will help us drive continuous improvement in customer acquisition and retention, our loyalty program, the effectiveness of our website, conversion through our digital channels. • Conduct analysis that rapidly detects changes in customer behavior, diagnoses the driver(s) behind this change, and proactively make data-led recommendations to the Marketing team Identify, create and update targetable audience segments and customer segments by blending online and offline data from a range of sources, and creating segmentation algorithms Show less



Airtel Uganda

• Uganda
• Telecommunications
• 700 & Above Employee

• Customer Service Agent

  • Jan 2017 - Nov 2018

  ● Supports the sales manager in communication and implementing new working practice and also monitors operations and drives team Collaboration and performance to ensure the attainment of targets and KPIs. ● Always replenishing new merchandise for display and attach bar-codes and alarm tags, then coordinates with all departments for assistance as required ● Check all operational areas in order to achieve safety and smooth transactions. ● Ensure excellent customer service with strict compliance to Corporate Policies and Procedures. ● Attend to customer requirements and continuously monitor performance to maintain good business relationships and ensure excellent customer service standards. ● Find and devise ways to make services more convenient for all customers, like helping them sign up for our Customer Database. ● Recommend additional products and services to meet customers' needs ● Prepare daily reports on cash status and other related issues Show less