Nduhukire Keneth
United Arab Emirates,Dubai
Summary
Dedicated customer service management professional with extensive experience in fast-paced call center environments. Led by example to provide first-class customer care. Motivated, mentored, and incentivized teams to achieve productivity and performance targets.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Operations and Customer Service Manager
Landmark Group, Centrepoint Branch
Bur Dubai, Dubai
12.2021 - Current
- Maintaining high levels of customer retention by resolving complex customer complaints of over 20 persons per day in physical communication and guiding customers.
- Collaborating with other employees to deliver highest degree of customer service.
- Building special team to manage stock count, scan and match stocks at hand with stocks in company stock management system across all Centrepoint stores in UAE, backbone stock team managing inventory.
- Introducing better shrinkage management procedures and managed to cut shrinkage from rate of 2.5% to current 1% and this can still be minimized by emphasizing SOPs at all levels.
- Building firm but respectful relationships with staff, leading by example, and providing continued encouragement for high levels of motivation and satisfaction.
- Devising and implementing improvements to service procedures, improving customer satisfaction scores.
- Using a consultative sales approach to understand and meet customer needs while achieving add-on sales and counter selling.
- Responded to telephone and in-person requests for information.
- Produced accurate and consistent IT documentation and version control systems.
- Provided after-hours IT support for management team members.
Inventory Supervisor
Landmark Group
Bur Dubai, Dubai
01.2021 - Current
- Carefully managed stock locations, selecting best-possible variables and container types to meet storage needs.
- Located and retrieved requested products on shop floor and in storage areas.
- Adapted to changing demands and seasonal trends.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards. Managed over 50 customer calls per day to increase online purchases by 10% while supporting click-and-collect.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Fostered positive employee relationships through communication, training, and coaching.
- Maintained accurate employee records and updates on performance, absence, and HR conversations.
Senior Customer Service Officer
Verdant Pastures Agency
KAMPALA, Uganda
01.2018 - 12.2020
- Minimized customer complaints by promptly reporting negative customer feedback to the team supervisor.
- Optimized service delivery, using multilingual communication skills to meet the needs of local language-speaking customers.
- Executed customer retention programs, boosting customer loyalty by 90%.
- Improved quality of service by maintaining awareness of key aspects of documentation and legislation, compliance, and industry trends.
- Maintained customer confidentiality, prioritizing compliance with GDPR across all tasks.
- Employed tactful, diplomatic communication skills when dealing with dissatisfied customers, earning “excellent” in post-call customer evaluations.
- Developed and maintained an accurate filing system, reducing document location time by 5 minutes per employee.
- Diagnosed, troubleshot, and resolved system issues to minimize user downtime.
- Improved overall network capabilities by implementing new connectivity configurations.
Assistant Camp Manager intern
US Embassy
KAMPALA, Uganda
01.2016 - 12.2018
- Performed emergency First Aid successfully on injured campers on-site.
- Cleaned, maintained and encouraged proper use of camp equipment.
- Recorded and reported incidents of camp rule violations or accidents to parents and camp staff.
- Acted professionally and responsibly to demonstrate core camp values.
Education
Certificate of Higher Education - Customer Service Management Professional
EDOXI TRAINIG INSTITUTE
Bur Dubai, Dubai 01.2023 - 03.2023
Diploma of Higher Education - Business Administration and Management
Ndejje University
Kampala-Uganda 01.2019 - 12.2021
A-Levels - Physics and Mathematics
Bishop Nkoyoyo Boarding School
Kampala Uganda 01.2011 - 12.2012
O-Level - College Certificate
St. James High School
Kampala Uganda 01.2007 - 12.2010
Skills
- Customer service
- Closing sale
- Call center operations
- Customer Relationship Management Software (CRM)
- MS Office proficiency
- Store merchandise stocking
- Complaint handling
- Conflict resolution
- Customer retention
- Report writing skills
- Complex negotiations
Languages
English
Advanced
Certification
- Certified Customer Service Professional, KDHA
Hobbies
Reading books
board games
Volleyball
Bicycle riding
Good food
Reference
Mr. Nihir Ranjan
Sr. Shoe Mart Auditor Landmark Group
056 258 1727
Mrs. Daljeet Kuar
HR Manager, THE AERYRS GROUP and HR Trainer
054 708 7704 | daljeetk.lal@gmail.com
Timeline
Certificate of Higher Education - Customer Service Management Professional
EDOXI TRAINIG INSTITUTE
01.2023 - 03.2023
Operations and Customer Service Manager
Landmark Group, Centrepoint Branch
12.2021 - Current
Inventory Supervisor
Landmark Group
01.2021 - Current
Diploma of Higher Education - Business Administration and Management
Ndejje University
01.2019 - 12.2021
Senior Customer Service Officer
Verdant Pastures Agency
01.2018 - 12.2020
Assistant Camp Manager intern
US Embassy
01.2016 - 12.2018
A-Levels - Physics and Mathematics
Bishop Nkoyoyo Boarding School
01.2011 - 12.2012
O-Level - College Certificate
St. James High School
01.2007 - 12.2010
- Certified Customer Service Professional, KDHA
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