At Helpware Uganda, I oversee and support a team of Customer Care Agents, monitoring performance across CSAT, QA, productivity, attendance, and service quality.
I coach agents through regular 1:1 sessions, address performance gaps, and manage customer and operational escalations. I also coordinate daily operations and queue coverage, and share process and policy updates with the team.
Before becoming Team Lead, I was a Subject Matter Expert at Helpware Uganda, handling complex and escalated customer cases and assisting agents with product and process questions.
I graduated with a Bachelor’s Degree in Business Administration, with an Accounting specialization, from International University of East Africa. My experience also includes store operations and procurement at Mapenzi Grill Restaurant, accounting internship work at Voluntary Action Development, and communication support for Coordination of Congolese Students in Uganda.
