Fredlamu Wamala
Dubai,United Arab Emirates
Summary
Customer service and office administration professional with over 10 years of experience in call centre operations and front desk administration. Expertise in CRM management and customer support within utilities, community management, and large-scale events in UAE and Uganda. Demonstrated ability to manage high call volumes, resolve complaints efficiently, and exceed KPIs. Strong communication, customer handling, reporting, and organizational skills contribute to operational success.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Customer Service Representative
Transguard Group – Dubai Holding Community Management (DHCM)
Dubai
06.2024 - 03.2026
- Resolved customer complaints effectively at first point of contact.
- Managed 80–120 inbound and outbound calls daily.
- Updated and maintained CRM records with accuracy.
- Assisted facility management teams in resolving issues promptly.
- Met SLA, FCR, and customer satisfaction targets consistently.
Operations Administrative Assistant
Transguard Group – Nakheel Palm Jumeirah Command & Control Center
Dubai
09.2022 - 06.2024
- Assisted in handling customer complaints and resolved complex cases promptly.
- Recorded and maintained logs to support compliance and improve operational efficiency.
- Prepared daily service reports and incident logs for review by senior management.
- Managed access passes and documentation to ensure accurate record-keeping.
- Supported operational needs through effective reporting and administrative coordination.
- Oversaw communication within command and control centre during critical incidents.
- Collaborated with internal teams to enhance project results.
Administrative Assistant – Security Operations
EXPO 2020 Dubai
Dubai
04.2021 - 02.2022
- Provided administrative and customer support for event operations.
- Monitored systems and addressed alerts promptly.
- Created shift schedules, reports, and logs using Microsoft Excel.
- Ensured adherence to operational procedures and documentation standards.
Customer Service Executive
Umeme Limited
Kampala
04.2010 - 10.2020
- Provided frontline customer service through phone, email, and in-person support.
- Handled 80–120 inbound and outbound calls daily while prioritizing service quality.
- Facilitated resolution of billing and service complaints, escalating complex issues as necessary.
- Enhanced customer experience via effective communication and timely follow-up.
- Achieved consistent success in meeting and exceeding customer service KPIs.
Education
Bachelor of Information Technology (BIT) - Network & System Administration
Makerere University
Kampala, Uganda 08.2006 - 01.2010
Skills
- Customer service and client support
- Office administration and front desk operations
- Call handling and call centre management
- Complaint resolution and management
- CRM systems and data management
- Email and calendar coordination
- Telephone etiquette
- Documentation and reporting
- Proficiency in Microsoft Office (Excel, Word, Outlook)
- Oracle ERP systems
- Time management and multitasking
- Problem solving and attention to detail
- Compliance and procedures
Certification
- Diploma in Business Administration – Alison Institute (2026)
- Diploma in Cyber Security – Alison Institute (2025)
- Customer Service Skills & Telephone Etiquette – Alison Institute (2023)
- Certified Security System Operator (CCTV)
LANGUAGES
English – Advanced (C1)
Swahili – Native
Accomplishments
- Improved CRM utilization by 20%
- Boosted customer satisfaction by 25% during EXPO 2020
- Reduced service response time through process optimization
- Supported data-driven decision-making through accurate reporting
Timeline
Customer Service Representative
Transguard Group – Dubai Holding Community Management (DHCM)
06.2024 - 03.2026
Operations Administrative Assistant
Transguard Group – Nakheel Palm Jumeirah Command & Control Center
09.2022 - 06.2024
Administrative Assistant – Security Operations
EXPO 2020 Dubai
04.2021 - 02.2022
Customer Service Executive
Umeme Limited
04.2010 - 10.2020
Bachelor of Information Technology (BIT) - Network & System Administration
Makerere University
08.2006 - 01.2010