Open to opportunities

INNOCENT AHUMUZA

@innocentahumuza

Message

I resolve customer issues across chat, email, voice, and ticketing platforms.

Uganda

Message

What I'm looking for

I'm looking for a customer support or customer success role where I can resolve complex user issues, manage omnichannel support, use CRM and ticketing tools, and help customers understand technical platforms.

I've supported customers and operations at Talkio Mobile Limited, managing omnichannel inquiries, onboarding users through KYC verification, and resolving account-access issues while meeting SLA goals.

I use Zoho Desk, Freshdesk, and 3CX VoIP to manage ticket workflows, de-escalate live customer issues, and coordinate escalations with internal teams. At Ultimate Clean Energies Limited, I translated technical concepts into clear solutions and created user guides that enabled self-service.

I've also built client relationships at Biteek Technologies and supported students and academic staff at Cavendish University Uganda through high-volume requests and training sessions.

Experience

Work history, roles, and key accomplishments

Customer Service & Operations Officer

Talkio Mobile Limited

Jan 2024 - Dec 2026 (2 years 11 months)

Handled inbound customer inquiries and service-related issues, delivering empathetic and timely resolutions. Managed omnichannel ticketing workflows using Zoho Desk and Freshdesk, and operated 3CX VoIP systems for voice support.

Zoho Desk Freshdesk 3CX Omni Channel Support Customer Onboarding KYC Conflict Resolution