Taaka Mukanga

Lead daily operational delivery for a customer service team, coordinating scheduling, escalations, recruitment, and performance monitoring. Prepare structured reports and shift updates for management and run effective shift handovers in a 24-hour operation.

Serve as Secretary for two employee-led SACCOs, coordinating meetings, maintaining records, tracking actions, and supporting accountability. Developed governance mandates that clarified responsibilities, objectives, and decision-making processes.

Monitored live performance across voice and digital support channels and translated operational data into actionable recommendations. Coordinated resource allocation in real time and designed quality-assurance checks to improve reporting accuracy.

Handled 35+ customer interactions daily across chat and email while working to strict quality, turnaround, and customer-satisfaction targets. Maintained accurate records and applied structured problem-solving and de-escalation when handling customer issues.

Managed customer communications supporting 100+ weekly transactions while working to an 8-hour response standard. Coordinated order fulfilment across a network of suppliers, tracking deliverables and resolving bottlenecks proactively.

Designed and implemented a digital filing system that reduced record-retrieval time by 20%. Coordinated scheduling, staff communication, documentation, and supplier logistics in a fast-paced environment.

Supported a multi-stakeholder research project through structured interviews, information management, and final reporting.

Pursued a Bachelor of Arts in Ethics and Development Studies.