Ngoa Caleb

Streamlined customer service and technical support operations, increasing operational efficiency by 40% through strategic alignment and process optimization. Maintained rigorous standards in system security, data privacy, and regulatory compliance, ensuring 100% adherence to privacy regulations.

Managed payment options and product service delivery for the local market, ensuring ongoing service continuation, compliance, and customer satisfaction. Negotiated and established strategic partnerships with major telecommunication operators (MTN Uganda, Airtel Uganda), improving channel reliability and service accessibility.

Organized and led structured customer feedback meetings to gather operational insights, research system logs, and optimize product and service delivery. Configured, deployed, and supported information system infrastructure and software applications, ensuring high system uptime and data accuracy.

Managed high-volume telephone inquiries, emails, and helpdesk tickets, delivering timely information regarding company products, services, and client inquiries. Accurately processed transactions and customer orders within online software terminals while adhering to strict accuracy and company response standards.

Performed detailed data analysis, trend identification, and quality checks using SQL and Python, cutting reporting errors by 20% and driving project accuracy. Analyzed data units, rates, ratios, and percentages, presenting summarized insights through charts and written reports to key decision-makers.

Pursued a Bachelor's degree in Computer Engineering with coursework in programming, data management, operating systems, communication protocols, and information systems.