Looking for a job

Nakato Josephine

@nakatojosephine

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I lead high-volume customer support teams that improve satisfaction, retention, and service quality.

Uganda

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What I'm looking for

I'm looking for a remote customer support role where I can deliver empathetic, solution-focused service, resolve customer concerns, support team performance, and continue growing in customer care leadership.

At Cashify Limited, I lead and coach a team of 10+ customer care agents, helping achieve 98% CSAT while handling escalated complaints with empathy and timely resolution. I was named Best Team Leader of the Year 2025 and helped earn Best Performing Team 2025.

I've supported customers across phone, email, and chat, answering 80+ inbound calls daily as a Call Centre Agent. I use Zendesk, Freshdesk, CRM tools, Excel, and Google Workspace to document interactions, track performance, train new agents, and deliver reliable remote support.

Experience

Work history, roles, and key accomplishments

Team Leader – Customer Care

Cashify Limited

Dec 2024 - Jul 2026 (1 year 7 months)

Lead, coach, and motivate a team of 10+ customer care agents to achieve daily service, quality, and retention targets. Monitor 50+ customer interactions daily, providing feedback and training to improve FCR and CSAT to 98%.

Customer Service Team Leadership Coaching Training De escalation Zendesk CRM Excel Google Sheets SLA KPI Management Quality Assurance Performance Coaching Data Entry Confidential Data Handling remote communication Empathy Active Listening

Call Centre Agent

Cashify Limited

Dec 2023 - Nov 2024 (11 months)

Answered 80+ inbound calls daily, provided product information, processed requests, and resolved complaints. Maintained 95%+ quality score through accurate documentation and adherence to scripts and compliance.

Inbound Calls Customer Support Complaint Handling Documentation Compliance Quality Assurance Customer Relationship Management