BEbisox eddy
@bisoxeddy
Accomplished IT professional with expertise in service delivery management.
UgandaWhat I'm looking for
I am an accomplished IT professional with extensive knowledge in service delivery and management of diverse teams. My experience spans data analysis, business operations, and decision-making, where I prioritize excellent communication to ensure clarity and success in all endeavors.
In my current role as Team Leader of Customer Operations at K2 Telecom Limited, I oversee operations, focusing on process improvements and the design and implementation of strategies to meet business objectives. I take pride in my ability to resolve customer queries efficiently and use data analysis to drive service delivery improvements.
With a strong background in training and development, I have designed and led programs that empower my team to excel in their roles. My analytical mindset, combined with critical thinking and decision-making skills, allows me to tackle challenges creatively and effectively.
Experience
Work history, roles, and key accomplishments
Team Leader Customer Operations
K2 Telecom Limited
Jan 2013 - Present (12 years 5 months)
Overseeing all operations, focusing on work process improvements and implementing processes to achieve business objectives. Responsible for customer query follow-up, trend analysis, service delivery improvements, and training program design for team success.
Data Support Executive
Warid Telecom Uganda
Aug 2011 - Dec 2012 (1 year 4 months)
Supported data and corporate clients by ensuring Internet connectivity as per the Service Level Agreement, focusing on customer satisfaction and operational efficiency.
Education
Degrees, certifications, and relevant coursework
Commonwealth Telecommunications Organization
Certification, Information Security
2017 - 2017
Participated in training on Critical Information Infrastructure Protection, focusing on the importance of safeguarding critical information systems.
Uganda Communications Commission - UgCERT
Certification, Cyber Security
2017 - 2017
Completed training in Cyber Security, covering essential practices and strategies for protecting information systems.
OUOracle University USA
Certification, Database Management
2014 - 2014
Completed SQL Fundamentals I course, gaining foundational knowledge in SQL programming and database management.
Warid Telecom
Training, Customer Service
2011 - 2011
Engaged in training focused on Customer Experience, Communication, and Tele-sales, enhancing skills in customer interaction and service delivery.
MKMakerere University Kampala
Bachelor of Science (Hons), Computer Science
2008 - 2011
Studied for a Bachelor of Science with Honours in Computer Science, focusing on various aspects of computing, programming, and system design.
Availability
Location
UgandaAuthorized to work in
Job categories
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