Tami Sebuliba

Lead end-to-end customer support operations for an electric mobility platform, managing a call-centre team and implementing SOPs, escalation matrices, and CSAT surveys. Support commercial logistics and administrative workflows, tracking KPIs and liaising with internal teams.

Onboarded 30+ drivers and vehicle partners monthly, improving activation efficiency by 30%. Reduced issue resolution time by 20% through structured workflows and CRM optimisation, maintaining a 97% CSAT score.

Supervised a support team handling 200+ tickets per week, achieving 92% first-response resolution. Implemented feedback loops with the product team, reducing recurring complaints by 25% and developing onboarding materials that cut ramp-up time by 35%.

Managed 10+ key accounts across telecom, banking, and FMCG sectors with 100% on-time project delivery. Led implementation of a bulk payment platform for a major bank, reducing processing time by 50% and driving 15% upsell growth.

Coordinated logistics for 10+ academic and policy events, managing vendors, budgets, and execution. Reduced event costs by 15% through vendor negotiation and cost control, and managed registrations, payments, reporting, and stakeholder communication.

Increased key account revenue by 23% YoY through targeted seller engagement. Improved product listing quality, boosting customer engagement by 35%, and trained 100+ vendors, reducing order cancellations by 20%.

Pursuing a Postgraduate Diploma in Project Planning & Management.

Earned a Bachelor of Business Administration.

Completed a Professional Certificate in Marketing, affiliated with the Chartered Institute of Marketing (CIM).