CV Profile No.61814

Experience in the following industries :

• Call centers, hotlines
• Electricity, water, gas, nuclear, energy
• Engineering, development studies
• Environment, recycling
• Social, public and human services

Professional experience

• Service Centre Associate
• Engie Energy Access -Uganda
• 08.2018 - 10.2020
• Provide regular reports on sales unit inventory, service unit inventory, and customer data handling and management. Organize technical product pieces of training for the field sales team and Finance recovery field team in the Karamoja subregion. Serve as a liaison between the customer and Fenix coupled with collecting data on customer feedback and satisfaction. Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources. Diagnose technical issues with the customers’ units and support in the swapping process. Provide accurate product information to customers and never oversell or lie to customers about our product capabilities. Assist with product development by conducting field and surveys when required. Enter accurate and honest information into the Fenix database system. Improve sales by motivating Readypay Champions in the Karamoja sub-region. Collaborate with other departments in the company for smooth operations of the business.

• Customer Service Representative
• Engie Energy Access -Uganda
• 10.2015 - 07.2018
• Market Ready Pay solar (pay-to-own) products for lighting, phone charging, powering radios & Televisions and clean cooking to customers hence increasing access to clean energy in Uganda. Respond to customer calls daily and solve 90% of their concerns, Served customers in a positive way, hence customer retention and increased sales for Ready Pay products. Contribute to the good customer experience through one-call resolution and documentation of customer voices in Google Sheets. Improve decision-making for the management through entering honest and accurate and honest information in the Fenix Database system. Train other customer service Representatives on phones etiquettes and trained many on TV trouble shouting. Serve as a liaison between the customer and Fenix. Resolve customer requests, questions and complaints while frequently analyzing situations. Provide accurate product information to customers and never oversell or lie to customers about our product capabilities. Assist with product development by conducting field and surveys when required.