Open to opportunities

Ivy Wakooli

@ivywakooli

Message

Call Center Agent with 3+ years delivering detail-oriented customer care and confident issue resolution.

Uganda

Message

What I'm looking for

I’m looking for a customer-focused role where I can handle calls and client inquiries, ensure issues are resolved quickly, maintain accurate records/CRM data, and support teams with clear communication, accountability, and confidential, high-quality service.

I’m a detail-oriented Call Center Agent with 3+ years of experience, and a long track record across customer service, client care, and call-based support. I’m skilled in Communication, people management, multi-tasking, and maintaining high standards through follow-up calls, inquiries handling, and strong documentation.

In my roles, I’ve monitored member/client needs, provided guidance and counseling, escalated challenging issues to senior leadership, and ensured resolutions are handled in the shortest time possible. I bring a service-first mindset grounded in confidentiality, accountability, data quality control, report writing, and stakeholder communication—so clients feel heard, supported, and cared for.

Experience

Work history, roles, and key accomplishments

Care Group Leader

Wisdom Center Church

Jan 2022 - Jan 2025 (3 years)

Led care group support by monitoring member needs, making follow-up calls, and providing guidance and counseling. Facilitated care group meetings and coordinated communication and reporting to church leadership.

Communication Member Needs Monitoring Counseling Discipleship & Administration Organizational Skills Data Collection Guest Relations Conflict Resolution Meeting Coordination Multitasking Microsoft Office Reporting

Head Of Department

Wisdom Center Church

Jan 2019 - Jan 2021 (2 years)

Provided oversight for department team support, including encouragement, training, counseling, and guidance. Managed reception and hospitality, coordinated weekly meetings and training, handled reporting, and supported facility and property management.

Team Oversight Encouragement Training Counseling Hospitality Reception Guest Direction Meeting Planning Prayer And Sharing Session Support Report Writing Property Management Decoration And Setup

Regional Client Care Officer

Uganda National Roads Authority

Jan 2016 - Jan 2018 (2 years)

Served as a first point of contact to greet visitors, manage inbound and outbound calls, and handle client inquiries in a contact center. Managed grievance redress for Project Affected Persons (PAPs) and supported resettlement and stakeholder engagement activities with reporting and monitoring.

Outbound Calling Customer Satisfaction Complaint Resolution Stakeholder Engagement Resettlement And Compensation Support Monitoring and Evaluation Report Writing Event Management Sensitization Of Communities

Marketing & Sales Executive

Watoto Ministries - Power FM

Jan 2014 - Jan 2016 (2 years)

Planned and executed marketing strategies including campaigns, brochure creation, and pitching/lobbying for business. Managed customer databases and reporting on KPIs while supporting brand visibility through events and customer service activities.

Marketing Strategy Campaign Planning Pitching Lobbying Concept Development Relationship Building Customer Service performance reporting Merchandise Oversight

Business Development Manager

Erika Visual & Communications Ltd

Jan 2013 - Oct 2014 (1 year 9 months)

Identified new business opportunities through market research, cold calling, and networking. Prepared proposals, negotiated contracts, drove sales growth by converting leads, and supported strategy refinement through collaboration with marketing and product teams.

Opportunity Identification Market Research Cold Calling Partnership Building Strategic Planning Proposal Development Contract Negotiation Sales Target Achievement Lead Conversion Collaboration With Marketing Teams Market Analysis Sales Forecasting

Outbound & Retention Agent

Orange Uganda Limited

Jan 2010 - Jan 2012 (2 years)

Handled customer inquiries via inbound calls and supported outbound calls for sales, follow-ups, surveys, and appointment scheduling. Managed customer retention and CRM data, resolved complaints, escalated complex issues, and tracked performance metrics including CSAT and AHT.