Open to opportunities

stanley Tugusurwa

@stanleytugusurwa

Message

Customer-focused support specialist resolving technical and e-commerce issues with empathy.

Uganda

Message

What I'm looking for

I seek remote customer-support roles where I can resolve technical and e-commerce issues, improve processes, and mentor teammates.

I am a customer-focused support specialist with over three years of experience in client engagement, live chat and phone support, and technical troubleshooting. I consistently handled 50+ daily inquiries, achieved high customer satisfaction (95%), and implemented process improvements that reduced response time by 30%.

I am proficient in Intercom and multiple CRM systems (Zendesk, HubSpot), certified C2 in English, and experienced supporting e-commerce operations and secure handling of customer data. I bring shift flexibility, conflict-resolution skills, and a track record of training team members and escalating complex cases effectively.

Experience

Work history, roles, and key accomplishments

Customer Care Officer

Finance Trust Bank Uganda

Sep 2024 - Dec 2024 (3 months)

Handled 50+ daily customer interactions across phone and written channels, achieving a 95% customer satisfaction rating and maintaining detailed CRM records while escalating complex cases for resolution.

Live Chat Support Phone Support CRM Customer Satisfaction Conflict Resolution Data Entry

Data Entrant

Cameo Technologies

Mar 2024 - Oct 2024 (7 months)

Processed and entered customer data securely while developing troubleshooting skills for technical issues and ensuring proper handling of PII.

Data Entry Technical Troubleshooting Microsoft Office Attention To Detail Data Integrity

Virtual Assistant

Blue Cube Inc

Apr 2022 - Jun 2024 (2 years 2 months)

Managed customer-facing operations for a busy coffee business, implemented support protocols that reduced response time by 30%, and trained 5+ staff in customer service best practices.