Open to opportunities

Edwin Wangila

@edwinwangila

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Customer Success professional with proven history

Uganda

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What I'm looking for

Seeking a challenging role in Customer Success or Operations Management

I am a seasoned Customer Success professional with a proven history of working with multicultural and cross-functional teams across various industries, including startups, FinTech, hospitality, and telecommunications. With extensive experience in Customer Success, I possess a strong background in negotiation, purchasing, supply chain logistics, FMCG, inventory management, and infrastructure and facilities oversight.

I believe that effective communication and teamwork are vital in all work environments, whether on-site, hybrid, or remote. I am proficient in tools such as Slack, Skype, Salesforce, Intercom, Zoom, and Google Meet, and I excel at preparing and sharing reports using Google Workspace. As a strong advocate for quality, effective problem-solving, and team collaboration, I consistently deliver impactful results.

Throughout my career, I have demonstrated leadership and team management skills, with a proven track record of training and coaching teams to achieve high-quality performance. I am proactive and possess excellent problem-solving skills, with great attention to detail and a strong focus on quality. I am also skilled in data analysis and reporting, with a strong ability to interpret data and communicate findings effectively.

Experience

Work history, roles, and key accomplishments

Senior Customer Service Quality Analyst

AZA Finance

Nov 2022 - Oct 2023 (11 months)

Responsible for monitoring customer service standards, conducting audits, and providing feedback to support agents. Developed strategies to enhance support KPIs and generated comprehensive performance reports for management.

Customer Service Quality Assurance Data Analysis Coaching Performance Metrics Feedback Team Management Reporting Communication Problem Solving

Senior Customer Service Associate

AZA Finance

Oct 2020 - Nov 2022 (2 years 1 month)

Led customer service operations, coordinated escalated issues, and supported HR in new hire processes. Acted as a liaison between clients and internal teams to ensure prompt resolution of customer inquiries.

Customer Service Team Leadership Escalation Management Coordination Reporting Communication Problem Solving Onboarding Cross Functional Collaboration

Customer Service Associate

AZA Finance

Sep 2018 - Oct 2020 (2 years 1 month)

Provided customer support through various channels, resolved inquiries, and collaborated with internal teams. Maintained high standards of customer satisfaction and contributed to the overall customer journey.

Customer Support Communication Problem Solving Team Collaboration SLA Management Reporting Customer Experience

Procurement, Supply Chain & Construction Assistant

Pizza Hut Uganda

Oct 2016 - Mar 2018 (1 year 5 months)

Managed procurement processes, tracked shipments, and negotiated contracts with suppliers. Ensured quality control and compliance with company policies while maintaining supplier relationships.

Procurement Supply Chain Management Negotiation Quality Control Inventory Management Vendor Relations Logistics Reporting Compliance Communication

Restaurant Manager

Pizza Hut Uganda

Apr 2016 - Oct 2016 (6 months)

Oversaw restaurant operations, managed staff, and ensured customer satisfaction. Responsible for training, scheduling, and maintaining high service standards during the launch of new locations.

Staff Training Customer Satisfaction Operations Management Scheduling Reporting Team Leadership Problem Solving Communication Quality Assurance

Customer Service Technical Advisor

Azam TV Uganda

May 2015 - Apr 2016 (11 months)

Assisted customers with service package selection and troubleshooting technical issues. Coordinated appointments and provided education on products to enhance customer experience.

Technical Support Customer Service Troubleshooting Coordination Communication Reporting Customer Education Problem Solving Relationship Management Services

Customer Service Representative

MTN Uganda

Nov 2010 - Jan 2015 (4 years 2 months)

Resolved customer queries through phone and email, ensuring satisfaction and timely follow-up. Supported team members and contributed to onboarding new staff.

Customer Service Communication Teams Onboarding CRM Management Sales Support Problem Solving Reporting Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Makerere University Business School

Diploma, Purchasing & Stores Management

2004 - 2008

Studied Purchasing & Stores Management, focusing on the principles and practices of effective purchasing and inventory management in various industries.