Christopher Kalange
Kampala, Uganda
Summary
Experienced Call Center Supervisor with a proven track record in enhancing team performance and customer satisfaction. Expert in developing training materials and performance protocols that significantly improve call handling and query resolution. Adept at leveraging marketing and negotiation skills to boost business revenue and customer loyalty. Known for excellent problem-solving and team management abilities
Overview
13
13
years of professional experience
Work History
Call Centre Supervisor
True North Consult Limited
Kampala
12.2021 - Current
- Led a team of 45 call center representatives, implementing comprehensive training programs that enhanced customer satisfaction.
- Ensuring compliance with call center objectives, performance standards, and policies.
- Answering agent questions and providing guidance.
- Monitoring and evaluating team performance.
- Handling escalated customer inquiries and complaints.
- Collaborating with other departments.
- Participating in recruitment and onboarding.
- Conducting regular team meetings.
- Analyzed promotional campaigns, identifying key factors in customer retention, leading to a 70% improvement in customer loyalty.
- Generate reports for promotional uptake.
- Developed and delivered training on retention strategies, equipping the team with skills to increase customer engagement.
- Monitor ongoing floor sales activity and track Agents' sales progress.
- Coach the low performers.
- Prepare weekly/monthly reports and back-office dashboards.
Back Office Analyst / Team Lead
Multichoice DSTV/GOTV Retention
Kampala
12.2019 - 01.2020
- Review promotional campaign uptake to improve Customer retention and attention to details for double crediting of customers
- Generate reports for promotional uptake highlighting reasons for customers eligibility
- Train the floor Team on Retention campaign terms, sales strategies to drive customers into opting for the Offers
- Monitor ongoing floor sales activity and track Agents Sales progress
- Coach the low performers
- Prepare weekly /monthly reports and Back-office Dashboards
Quality Analyst
Multichoice DSTV/GOTV Retention
Kampala
03.2018 - 12.2019
- Review recorded calls with clients and ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required
- Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for calls with customers
- Utilize effective listening skills to assess quality and customer service and where there are gaps in performance, identify if there are any systematic shortcomings in performance and provides feedback to Project Managers/ Clients regarding process improvement suggestion
- Ensure that contact centre representatives are proactively promoting their organization’s services and/or products when there is opportunity to do so and maximizing on client opportunities
- Prepare the Quality reports and dashboards with Agent trend performance to provide insights to management Team
Customer Retention Executive
Multichoice DSTV/GOTV Retention
Kampala & Multichoice Uganda Limited
11.2015 - 02.2018
- Provision of technical solution to the customers’ queries
- Educate and advise customers on all aspects of multichoice Products and services to enhance customer satisfaction and ARPU
- Make outbound health campaign on company products to enhance usage of these services
- Collect customers’ feedback by logging queries for proper monitoring of clients problems and resolutions.
Sales Executives
Lasting Solutions Uganda Limited
01.2012 - 10.2015
- Identifying new markets and business opportunities and arranging meetings with potential customers
- Visiting potential customers for new business and developing and maintaining relationships
- Negotiating the terms of an agreement with a view to closing sales
- Advising on forthcoming product developments and discussing special promotions.
Education
Diploma in Business Administration -
Datamine Technical Business School
Makerere, UgandaUganda Advanced Certificate of Education (UACE) -
London college of St. Lawrence
UgandaUganda Certificate of Education (UCE) -
Maluku Secondary School
Mbale, UgandaPrimary Leaving Examination (PLE) -
Grace Primary School
Mbale, UgandaSkills
- Technical Skills: Microsoft Office Suite, Quality Control Processes, Reporting, Analytical Skills, Product and Service Sales, Customer Relationship Management
- Leadership Skills: Team Building, Staff Management, Training Delivery, Coaching and Mentoring, Team Management
- Soft Skills: Communication, Creative Thinking, Time Management, Adaptability and Flexibility, Relationship Building
Additionalinformation
First Aid training for Safety at workplace. How to reduce Workplace accidents, August 2016., Human Resource Workshop – Multichoice Uganda Limited.
Participated in a business development project, enhancing my understanding of market analysis and strategy formulation.
Timeline
Call Centre Supervisor
True North Consult Limited
12.2021 - Current
Back Office Analyst / Team Lead
Multichoice DSTV/GOTV Retention
12.2019 - 01.2020
Quality Analyst
Multichoice DSTV/GOTV Retention
03.2018 - 12.2019
Customer Retention Executive
Multichoice DSTV/GOTV Retention
11.2015 - 02.2018
Sales Executives
Lasting Solutions Uganda Limited
01.2012 - 10.2015
Diploma in Business Administration -
Datamine Technical Business School
Uganda Advanced Certificate of Education (UACE) -
London college of St. Lawrence
Uganda Certificate of Education (UCE) -
Maluku Secondary School
Primary Leaving Examination (PLE) -
Grace Primary School
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