Open to opportunities

Siraje Abbasi

@sirajeabbasi

Message

Empathetic customer experience professional with 10+ years in call-center inquiry management and CRM documentation.

Uganda

Message

What I'm looking for

I want to transition into healthcare coordination where I can use attentive listening, trust-building communication, and meticulous follow-through. I’m excited to apply accurate documentation and coordination skills to support patients and internal teams effectively.

I’m an empathetic, detail-oriented customer experience professional with 10+ years of success in high-volume inquiry management, consultative communication, and accurate documentation. I’m known for listening first, asking open-ended questions, and translating customer needs into clear next steps.

In my role as a Call Center Admin (Senior level) at MTN Uganda, I serve as the first point of contact for customer inquiries and document every interaction accurately in CRM systems. I triage issues by urgency and complexity to reduce escalations and improve first-contact resolution rates, while coordinating across Billing, IT, and Network to direct customers to the right resolution path quickly.

I’ve also built a strong foundation through entry-level and advisor-level experience at MTN Uganda, where I maintained accuracy under pressure, managed escalated complaints, and followed approval workflows. I guide junior team members on documentation, inquiry handling, and communication standards as part of a leadership development track, and I’ve exceeded quality assurance scores for communication clarity, accuracy, and customer satisfaction.

Now, I’m seeking to transition into healthcare coordination where listening, trust, and follow-through are paramount. Whether it’s scheduling-style coordination, precise record-keeping, or privacy-first documentation, I bring the same discipline, compassion, and accountability that customers and teams rely on.

Experience

Work history, roles, and key accomplishments

Current

Call Center Admin (Senior)

Current

MTN Uganda

Jan 2021 - Present (5 years 4 months)

Act as first point of contact for high-volume customer inquiries, using consultative questioning to recommend appropriate resolutions. Document cases in CRM systems, triage issues by urgency, and coordinate with Billing, IT, and Network teams to reduce escalations and improve first-contact resolution.

Cross functional Coordination Customer Empathy Excel reporting Leadership Coaching

Call Center Admin (Entry)

MTN Uganda

Mar 2015 - Dec 2020 (5 years 9 months)

Handled high-volume customer inquiries via phone and written channels while gathering detailed information to identify billing, account, and service issues. Documented interactions in CRM systems and managed escalated complaints by verifying information and coordinating internal resolution workflows.

Escalation Management Junior Team Guidance

Call Center Advisor

MTN Uganda

Jun 2012 - Feb 2014 (1 year 8 months)

Served as first responder for inbound customer calls, identifying needs quickly and resolving issues accurately using documented processes. Maintained detailed logs in company systems and collaborated with technical and billing teams for complex, multi-step problems.

Inbound Calls Issue Tracking Process Adherence

Sales Intern

Sanlam Life Insurance Uganda

Sep 2010 - May 2011 (8 months)

Engaged clients in one-on-one conversations to understand needs and recommend suitable insurance options with empathy and professionalism. Maintained accurate client records and confidentiality, and followed up to clarify questions and guide next steps.

Active Listening Insurance Documentation Confidentiality Relationship Building Next Step Guidance

School Bursar

Kasule Secondary School

Feb 2008 - Aug 2010 (2 years 6 months)

Managed confidential financial records for hundreds of students, ensuring accuracy, compliance, and zero tolerance for errors. Used Excel for reporting and tracking, processed incoming payments, reconciled accounts, and prepared regular leadership updates.

Excel reporting Payment Processing Account Reconciliation