Open to opportunities

Begumisa Farouq

@begumisafarouq

Message

Enthusiastic Customer Care Specialist focused on community development.

Uganda

Message

What I'm looking for

I am looking for a role that allows me to leverage my customer service skills while contributing to community development and enhancing customer experiences.

I am a dedicated Customer Care Specialist with over three years of experience at MTN Uganda, where I have honed my skills in community development, communication, and social research. My journey has been marked by a commitment to enhancing customer satisfaction and brand loyalty through effective problem-solving and conflict resolution.

Throughout my tenure, I have successfully resolved over 5,000 customer issues, achieving a remarkable 95% resolution rate on first contact. My ability to manage high volumes of inquiries while maintaining a customer satisfaction rating above 90% speaks to my dedication and professionalism. I thrive in fast-paced environments, collaborating with cross-functional teams to ensure a seamless customer experience and contributing to initiatives that improve service delivery.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

MTN Uganda

Mar 2021 - Present (5 years 4 months)

As a Customer Service Representative at MTN Uganda, I delivered high-quality support to thousands of customers through various channels, achieving a 95% resolution rate on first contact. I managed billing, technical issues, and product inquiries, contributing to a customer satisfaction rating above 90%. My collaboration with cross-functional teams improved customer feedback response times by 20%.

Customer Relationship Management Problem Solving Data Entry Multitasking Team Collaboration Conflict Resolution Technical Support Customer Feedback Analysis