RNRacheal Ndyahebwa
@rachealndyahebwa
Customer service professional with six years improving satisfaction and resolving complex inquiries.
UgandaWhat I'm looking for
I am a results-oriented customer service professional with six years' experience in customer relations, conflict resolution, and records management. I consistently handled high volumes of daily inquiries and supported claims and billing processes to improve retention and satisfaction.
Throughout roles at an insurance agency and a major call center, I managed 30–100+ customer contacts per day, prepared and sent renewal and premium quotes, and maintained strong satisfaction metrics. I also provided basic technical support and collaborated across departments to streamline customer workflows.
I bring attention to detail, multicultural sensitivity, and calm problem-solving under pressure, plus hands-on community and relief experience leading small teams during field efforts. I am committed to delivering empathetic, efficient service that retains customers and resolves issues promptly.
Experience
Work history, roles, and key accomplishments
Customer Relations Representative
Kesa Global Insurance Agency
Jan 2021 - Nov 2024 (3 years 10 months)
Managed over 30 daily phone and email inquiries, prepared and sent renewal and premium quotes, and supported claims processing, improving customer retention during 2021–2024.
Customer Service Agent
Ison BPO Uganda Ltd
Aug 2018 - Aug 2019 (1 year)
Handled over 100 daily customer calls for Airtel Uganda, provided product and billing information, delivered basic technical support, and maintained a 95% customer satisfaction rate.
RUConflict Resolution Intern
Red Cross Uganda
Jan 2013 - Jan 2014 (1 year)
Conducted community first-aid awareness, assisted people in crisis across locations, documented meeting minutes, and led a seven-person intern relief project in Nakasongola.
Education
Degrees, certifications, and relevant coursework
MUMakerere University
Bachelor's Degree, Social Finance and Development
2012 - 2016
Activities and societies: Managed customer relations tasks during studies (as described in resume).
Completed a Bachelor's degree focusing on social finance and development at Makerere University.
Rubaga Girls' Secondary School
Uganda Advanced Certificate of Education, General Secondary Education
2010 - 2011
Completed the Uganda Advanced Certificate of Education at Rubaga Girls' Secondary School.
Mpoma Girls' Secondary School
Uganda Certificate of Education, General Secondary Education
2006 - 2009
Completed the Uganda Certificate of Education at Mpoma Girls' Secondary School.
Tech stack
Software and tools used professionally
Availability
Location
UgandaAuthorized to work in
Job categories
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