Mbabazi Joan

Lead a team of 25 customer service agents on international client projects, maintaining 99%+ quality accuracy and SLA adherence. Coach agents on communication standards, escalation handling, and policy compliance.

Handled high-volume inbound calls for a leading telecommunications provider, consistently exceeding call resolution time and first-call resolution KPIs. Supported account inquiries, service activations, billing queries, and Mobile Money transactions.

Engaged new and existing customers through proactive outreach, meeting and exceeding quarterly sales targets. Turned customer feedback into reports that informed management decisions.

Managed scheduling, correspondence, telephone inquiries, and record-keeping, achieving a 95% customer satisfaction rating. Named Employee of the Month for driving a 20% sales increase on a team project.

Run an online women's activewear brand end to end, including customer communication, brand identity, and digital storefront.

Pursuing a Bachelor of Laws (LLB) with an expected graduation in 2026.

Completed a Certified Digital Marketing program.

Completed a Certified Digital Marketing program.

Completed a Professional Sales Certification.

Earned an IATA Cabin Crew Certificate.

Completed a high proficiency certification in English to Kinyarwanda translation and localization.