Flavia Namala
@flavianamala
Global Service Delivery associate focused on SLA-compliant customer support and quality assurance.
UgandaWhat I'm looking for
I deliver customer-focused service with global BPO experience, combining “SLA compliance” and “quality assurance” to meet client expectations. I’ve supported clients including Meta and Google, with strong VIP guest relations and service recovery.
In my roles, I manage end-to-end service delivery—handling inquiries, maintaining accurate records in Salesforce, and resolving issues within SLA timelines. I work with tools like JIRA for client support workflows and reporting, supporting “24/7 operations” and cross-regional collaboration across US/Kenya/India teams.
I also bring operational quality leadership: I was promoted to “Quality FocalPoint,” training associates and reducing team error rates. Recognized with “Employee of the Quarter” multiple times, I’m backed by Business Administration education from Makerere University Business School.
Experience
Work history, roles, and key accomplishments
Associate, Global Service Delivery
Samasource Uganda Ltd
Oct 2019 - Mar 2026 (6 years 5 months)
Delivered AI data annotation and content moderation for clients including Meta, Google, and Microsoft while maintaining on-time SLA compliance. Managed client support via JIRA, collaborated with cross-regional teams, and was promoted to Quality Focal Point.
Customer Care Agent
Emirates Call Centre Services
Jan 2017 - Dec 2018 (1 year 11 months)
Handled inbound calls and emails for billing, bookings, and account inquiries for UAE-based clients. Resolved customer issues with strong first-contact resolution and maintained data accuracy in Salesforce while meeting KPIs.
Education
Degrees, certifications, and relevant coursework
Makerere University Business School
Ordinary Diploma in Business Administration, Business Administration
2019 - 2021
Completed an Ordinary Diploma in Business Administration at Makerere University Business School from 2019 to 2021.
Makerere University Business School
Certificate in Business Administration, Business Administration
2015 - 2017
Completed a Certificate in Business Administration at Makerere University Business School from 2015 to 2017.
Mukono Parents High School
Uganda Advanced Certificate of Education (UACE)
2013 - 2014
Completed Uganda Advanced Certificate of Education (UACE) at Mukono Parents High School from 2013 to 2014.
St. Lawrence H/S Crown City
Uganda Certificate of Education (UCE)
2009 - 2012
Completed Uganda Certificate of Education (UCE) at St. Lawrence H/S Crown City from 2009 to 2012.
Tech stack
Software and tools used professionally
Availability
Location
UgandaAuthorized to work in
Job categories
Skills
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