Open to opportunities

Rogers Tumwebaze

@rogerstumwebaze

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Customer support leader specializing in escalations and process improvement.

United Arab Emirates

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What I'm looking for

I seek a customer-focused role where I can own complex escalations, improve processes and documentation, collaborate cross-functionally, and drive measurable improvements in response quality and resolution time.

I am a customer support specialist with over 10 years of experience supporting users in fast-paced, service-critical environments, including remote SaaS and global operations. I excel at owning complex customer issues end to end across email, chat, Slack, and live calls.

Throughout my career I have partnered closely with product, engineering, legal, and operations teams to resolve high-impact issues and improve the customer experience. I translate recurring questions into clear documentation, SOPs, and scalable processes to reduce repeat contacts and improve resolution consistency.

In recent roles I led global escalations, resolved 500+ complex cases, and helped reduce average resolution time by over 15% through workflow improvements and knowledge-base enhancements. I also design realistic customer scenarios and train teams on support standards to raise response quality.

I bring sound judgment, empathy, and the ability to work independently in ambiguous situations while maintaining strong cross-functional collaboration. I am driven to improve customer trust, operational efficiency, and measurable support outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior AI Training Expert

Current

Micro1 Inc

Jan 2026 - Present (1 month)

Reviewed and refined customer-facing AI responses, designed realistic support scenarios, and documented best practices to reduce repeat questions and improve response consistency.

AI Training Content Review Documentation Customer Support Cross Functional Collaboration Quality Assurance

Senior Global Escalations Lead

Sonder

Aug 2023 - Dec 2025 (2 years 4 months)

Owned complex global escalations end-to-end across email, chat, and calls, resolved 500+ cases, and contributed documentation and workflows that reduced average resolution time by over 15%.

Escalations Salesforce Case Management Troubleshooting Documentation Cross Functional Collaboration Customer Satisfaction

Overnight Front Desk Manager

Sonder

May 2022 - Jul 2023 (1 year 2 months)

Managed 24/7 front desk operations, handled high volumes of urgent customer requests, ensured Salesforce ticketing accuracy, and trained new team members on systems and communication standards.

Customer Support Salesforce Training Incident Management Communication

Overnight Operations Shift Manager

Emrill Services LLC

Jan 2019 - May 2022 (3 years 4 months)

Served as escalation point for client issues, built service workflows and documentation, and managed a multicultural team to improve consistency and timeliness of client support.

client support Operations Management Workflow Design Documentation Team Management Service Delivery Escalations

Senior Operations Supervisor

Emrill Services LLC

Oct 2016 - Dec 2018 (2 years 2 months)

Managed multiple client portfolios, handled service requests and follow-ups, and conducted inspections and process improvements to maintain service standards.

Client Management Process Improvement Inspections Service Delivery