masaba samson muboolo

I am a dedicated customer service professional with over five years of experience in delivering exceptional support to clients across telecommunications and e-commerce sectors. I currently reside in Kampala, Uganda, and have a strong track record of exceeding customer expectations through proactive problem-solving, clear communication, and a strong sense of ownership.

I began my customer service career at Africell Uganda Ltd, where I worked from January 2019 to January 2022. There, I honed my skills in handling high call volumes, resolving technical queries, and ensuring client satisfaction across multiple channels. I consistently met performance metrics such as first call resolution, customer satisfaction (CSAT), and average handling time (AHT).

Since January 2022, I’ve been with Jumia Uganda, East Africa’s largest online retailer, as a Customer Experience Associate. In this role, I manage customer inquiries via phone, email, and live chat, specializing in sponsored product support and marketplace logistics. I also contribute to weekly performance reporting, agent mentoring, and process improvements to reduce ticket backlog and improve SLA compliance. My ability to balance empathy with efficiency has earned me multiple commendations from both customers and team leaders.

Beyond work, I hold a First Class Honours Bachelor’s Degree in Social Sciences from Kyambogo University. I’m passionate about remote work, digital customer experience, and tech-enabled service delivery. I am also highly interested in career development opportunities within customer success, operations support, and virtual assistance—especially at global, remote-first companies.

I bring a strong work ethic, excellent written and verbal English communication, and a proven ability to adapt quickly to new tools and platforms. I am open to working across various time zones, including night shifts, and I am confident in my ability to thrive in fully remote, international teams.