Open to opportunities

Doreen Namuwenge Sakwa

@doreennamuwengesakwa

Message

Customer support specialist delivering high-quality remote service and process improvements.

Uganda

Message

What I'm looking for

I seek a remote role where I can deliver excellent customer service, improve support processes, and collaborate with cross-functional teams to drive satisfaction and efficiency.

I am a results-driven customer support professional with over 8 years' experience delivering exceptional service across digital platforms and resolving complex issues with strong communication and technical skills.

Certified as a Remote Worker, I have a proven track record of improving first-contact resolution, reducing handling time, and increasing customer satisfaction through CRM-driven process improvements and cross-team collaboration.

Experience

Work history, roles, and key accomplishments

Current

Digital Support Administrator

Current

MTN Uganda

Jan 2015 - Present (11 years 5 months)

Managed high volumes of customer inquiries across phone, email, and social media, resolving 500+ monthly issues with a 95% same-day resolution rate and improving customer satisfaction by 30%. Implemented process improvements that reduced handling time by 15% and raised first-contact resolution by 20%.

Customer Support CRM Software Social Media Support Process Improvement Data Entry Time Management

Teaching Assistant

Kyambogo Career Development Institute

Jan 2014 - Nov 2015 (1 year 10 months)

Designed engaging lesson plans and provided individualized support to 200+ students, increasing pass rates by 25% and reducing dropout rates by 40% through data-informed instructional adjustments.

Lesson planning Data Analysis Curriculum Adaptation Classroom Management Communication Tutoring