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CATHERINE NABITALO

@catherinenabitalo

Customer support specialist in contact centers and digital services who helped cut complaint resolution time by 30%.

I supported DStv customers in Uganda, troubleshooting decoder errors and guiding them through installation, app registration, payments, and self-service. I held a 95% customer satisfaction rate and helped cut complaint resolution time by 30%.

As a Call Center Supervisor, I handled escalated complaints, sent technical issues to IT through ManageEngine, and worked with other teams to cut call handling time by 20%. I also supervised daily operations, reviewed call quality, and coached agents.

Experience

Work history, roles, and key accomplishments

Call Center Supervisor

Unknown

Aug 2024 - Jul 2026 (1 year 11 months)

Supervised daily call center operations, handled escalated complaints, and coordinated with IT to resolve technical issues. Coached agents and contributed to a 20% reduction in call handling time.

ManageEngine Hodu Workforce Management Call Quality Monitoring Coaching Escalation Management

Sales Agent, Home Broadband

Unknown

Mar 2022 - Jul 2024 (2 years 4 months)

Provided technical support for home broadband customers, managed accounts in Oracle CRM, and used SFA mobile app for sales activities. Achieved sales targets and followed up post-sale to ensure satisfaction.

Oracle CRM Octave Analytics SFA Broadband Troubleshooting Account Management Sales

Customer Support Agent

Unknown

Oct 2018 - Feb 2022 (3 years 4 months)

Handled high-volume customer contacts via phone, email, and chat, troubleshooting technical issues and guiding customers through solutions. Achieved 95% customer satisfaction and reduced complaint resolution time by 30%.

Clarity CRM Avaya Genesys IVR Troubleshooting Customer Satisfaction Escalation Management

Data Entry Clerk

Unknown

Jan 2017 - Jun 2018 (1 year 5 months)

Processed records with high accuracy, ran data audits, and trained new employees on data-entry procedures.

Data Entry Data Auditing Training Microsoft Office

Administrative Assistant / Consultant

Unknown

Feb 2016 - Dec 2016 (10 months)

Coordinated schedules, correspondence, and office logistics, and prepared reports and presentations. Answered inquiries and maintained confidentiality.

Microsoft Office Scheduling Correspondence Report Preparation