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Sewanyana Deris

@sewanyanaderis

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Customer Service Agent at MTN Uganda who handled 80+ daily inquiries and achieved 96% customer satisfaction.

Uganda

Message

At MTN Uganda, I handled more than 80 customer inquiries a day across calls, email, and WhatsApp. I resolved billing, network, and Mobile Money issues, achieving 96% customer satisfaction and first-call resolution.

At Movit Uganda, I provided product knowledge and after-sales support while managing retail clients and supporting marketing activations. At NIRA, I handled national ID registration, verification, and corrections, including biometric capture and complaint escalation.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

MTN Uganda

Jan 2019 - Dec 2024 (5 years 11 months)

Handled 80+ customer inquiries daily via calls, email, and WhatsApp, resolving billing, network, and Mobile Money issues. Achieved 96% customer satisfaction and first-call resolution, while upselling new products and promotions.

Customer Service Complaint Resolution Telecom Systems CRM Systems Mobile Money Support Upselling Microsoft Office Excel

Customer Care & Sales

Movit Uganda

Jan 2016 - Dec 2019 (3 years 11 months)

Provided product knowledge and after-sales support, managed key retail clients, and supported marketing activations and displays. Reported daily sales and feedback.

Customer Service Sales retail management Marketing Support Reporting

Client Registration Officer

NIRA

Jan 2014 - Dec 2016 (2 years 11 months)

Handled national ID registration, verification, and corrections, including biometric capture and data confidentiality. Managed crowd control and explained processes, while handling complaints and escalations.

Registration Verification Biometrics Capture Data Confidentiality Complaint Handling Crowd Management