Open to opportunities

Edwin Wangila

@edwinwm

Client service professional with dynamic experience in complex, high-volume multicultural and fast-paced global remote and hybrid settings.

Uganda

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What I'm looking for

Seeking a challenging role in Customer Success, Customer Support, or Customer Experience where I will confidently apply and execute my skills and experience to my fullest potential and satisfaction.

A Client Service and Operations professional with 10 years of progressive experience driving performance excellence across FinTech, Telecommunications, and multi-site operations environments. Proven track record of managing high-volume global client and partner portfolios, strengthening service reliability through KPI and data-driven insights, and leading cross-functional collaboration across Product, Engineering, Compliance, and Payments teams. Experienced in customer communication, service quality governance, escalation management, and service performance optimization within regulated environments, with demonstrated success improving resolution rates, reducing error margins, and enhancing customer satisfaction. Recognized for translating customer feedback, operational data, and SLA metrics into structured process improvements that increase eﬀiciency, accountability, and scalability. I am proactive, analytical professional who develops high-performing customer-facing teams through coaching, structured feedback, and continuous improvement frameworks, while delivering consistent, customer centric outcomes.

Below are a few of my achievements:

I implemented KPI-aligned training programs and process improvements, reducing support errors by 11%.
Improved Ticket Resolution Time by 8 hours through coaching and mentored customer-facing teams, optimizing QA parameters to achieve faster case resolution and customer satisfaction.
Enhanced Customer Experience by Streamlining workflows and escalations, improving average CSAT scores by 5.4%
Improved operational eﬀiciency by introducing structured reporting and feedback loops that enabled data-driven decisions which improved SLA compliance.
Cross-Functional Impact: I collaborated with Product and Engineering teams to reduce the total number of daily tickets by 28% and worked with Payments teams to resolve complex payment issues.
Process Standardization: I developed and optimized QA parameters improving average QA score by 11%, therefore enhancing esclation process and reducing repeat complaints.
Team Growth & Development: I supported recruitment, onboarding and mentoring of associate staff, and building high-performing, scalable teams.
Reporting Excellence: Generated weekly complaint and performance reports with actionable insights influencing service strategy and general improvements.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager (Part-time)

Current

Da Klass Bar and Restaurant

May 2025 - Present (1 year 4 months)

I lead daily bar and restaurant operations, driving service quality, team performance, cost control, and customer satisfaction. I optimise staffing, inventory and procurement while driving revenue through promotions and upselling. Resolve fairly complex customer issues, maintain health and safety compliance, and use operational insights to improve efficiency and commercial performance.

Senior Customer Service Quality Analyst

AZA Finance

Nov 2022 - Oct 2024 (1 year 11 months)

In this role, I led global customer service quality and performance governance across multi-channel operations. Drove KPI improvements, reduced agent errors by 11% through targeted coaching and training, led root-cause analysis and compliance audits, managed high-impact escalations, and delivered insights to senior leadership to improve service quality, risk management, and operational efficiency.

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

Senior Customer Service Associate

AZA Finance

Oct 2020 - Nov 2022 (2 years 1 month)

I managed complex client and partner escalations in a regulated cross-border payments environment, ensuring SLA adherence and timely resolution. Led root-cause analysis, coordinated Engineering, Product and Compliance teams, improved service reliability, supported quality governance and team development, and assisted with performance reporting and supervisory responsibilities.

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

Customer Service Associate

AZA Finance

Sep 2018 - Oct 2020 (2 years 1 month)

I managed end-to-end service delivery for global clients and partners, resolving complex cross-border payment and platform issues within SLA and compliance standards. Coordinated operational incidents across Finance, Compliance, Engineering and Product, identified process gaps, reduced repeat contacts, strengthened service continuity, and drove workflow and product improvements.

Teamwork Customer Support Problem Solving SLA Management Reporting Customer Experience Communication Skills

Procurement and Supply Chain Assistant

Pizza Hut

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.

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

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.

Communication Skills Customer Satisfaction Operations Management Scheduling Reporting Team Leadership Problem Solving Quality Assurance Corporate Trainer

Customer Service Technical Advisor

Azam TV

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.

Communication Skills Technical Support Customer Service Troubleshooting Coordination 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.

Communication Skills Customer Service 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

Grade: 3.7

Activities and societies: I was the Secretary for Kiswahili Club for 1 year during my second year

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