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@rachelnabirye
Experienced customer service and counselling professional driving client satisfaction and revenue growth.
I am a customer service professional and trained counsellor with experience in customer experience, credit follow-up, field data collection and front-desk administration. I hold a Bachelor’s Degree in Counseling and Guidance and have applied counselling skills across community and workplace settings.
Over the past several years I have delivered measurable results: increasing client enrollment during field surveys, implementing an online customer feedback facility that improved sales and CX, and driving recoveries and upsells as a customer service representative. I have strong interviewing, probing, reporting and CRM skills and experience working virtually via phone and messaging channels.
I am committed to providing respectful, solution-focused support, improving customer journeys, and advising on strategy enhancements based on frontline insights. I bring administrative reliability, data collection rigor, and counselling empathy to roles that require both people skills and operational discipline.
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Work history, roles, and key accomplishments
Engie Energy Access
Jun 2018 - Present (7 years 5 months)
Delivered high-quality customer service and credit-management activities, contributing to increased sales and revenue while improving client retention through proactive outreach and escalation handling.
Combined Services Ltd
Jan 2014 - Dec 2017 (3 years 11 months)
Managed front-desk operations, customer relations and office administration, implemented an online customer feedback facility that increased sales and improved customer experience.
BRAC Uganda
Feb 2017 - Apr 2017 (2 months)
Conducted field data collection and interviews, enrolling 90% of targeted recipients within a month by applying strong interviewing and probing techniques and ensuring data quality.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Counseling and Guidance
2010 - 2013
Grade: Second Class Upper Division
Completed a Bachelor's degree in Counseling and Guidance with Second Class Upper Division, focusing on counselling practice and guidance techniques.
Uganda Advanced Certificate of Education (UACE), General Secondary Education
2008 - 2009
Completed the Uganda Advanced Certificate of Education (UACE) at Kololo Secondary School.
Uganda Certificate of Education (UCE), General Secondary Education
2004 - 2007
Completed the Uganda Certificate of Education (UCE) at Wanyange Girls' Secondary School.
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