This document is a resume for Babirye Florence, a Customer Service Manager with over 4 years of experience. She is seeking a customer service management role where she can lead and manage all customer care activities. Her experience includes overseeing daily operations and supervising customer service representatives. She has a proven track record of exceeding targets for customer retention, satisfaction, and resolving complex issues. Her core competencies include leadership, active listening, problem-solving, and teamwork. She has relevant qualifications and references to support her application.

1. BABIRYE FLORENCE [KAMPALA- UGANDA] | [0782 840902/0772 822847] blessedflorence@ymail.com/babiryeflorence92@gmail.com]
CUSTOMER SERVICE MANAGER
■ Career Summary
 Four years’ experience as a manager in Customer Service department.
 As leader of customer care department, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.
Career Objective – Customer service management role in fast paced environment, where managing, leading and assuming responsibilities of all customer care activities and services, will ensure that the organization has broad-based, satisfied clientele.
Core Competencies:
 Leadership, coaching and mentoring – Ability to motivate and train others.
 Active listening.
 Good Interpersonal and communication skills.
 Excellent problem-solving skills.
 High sense of integrity and respect for others.
 Good at team work
 Proficient in computer skills that is Ms- Word, Excel, E-mailing
 Organized, combined with multi-tasking ability.
■ Professional Employment
Dominus Logistics Uganda Limited 2011- to date
Customer Service Manager Leadership:

2.  Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company’s customers.
 Solved all major customer problems/queries that subordinates were not able to solve earlier.
 Trained and supervised customer service professionals to ensure optimum satisfaction of clients.
 Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
Notable Achievements and Initiatives:
 Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.
 Designed quality control program and implement standards to coach employees toward high performance and success.
 Assisted the department involved and top level management in solving severe issues which may have been produced due to firm’s services or products.
 Sponsored by the management to further training in freight forwarding which entails customer care.
Other Key Functions:
 Assisted and advised customers regarding usage and benefits of organization’s products and/or services.
 Communicated with customers to receive their valuable feedbacks and suggestions for improvement in firm’s products/services.
 Created and maintained tailor-made customer care training program.
 Provided customers with on-the-spot solutions and, when necessary, refunds when dis-satisfied with firm’s services.
 Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
 Attend to customer queries and inquiries in a courteous and timely manner for better turn around and customer satisfaction.
 Negotiate with other service providers for smooth delivery of services to clients.
 Ensuring that the company maintains good customer relations with the clients
 Submit monthly reports.
 Follow up on payments from clients.
 Perform all the duties executed to me by the management,

3. Other work organizations
 Union Logistics Uganda limited 2010-2011. (Customer service representative)
 Union Logistics Uganda Limited 2009-2010 (Receptionist)
 Emjac Uganda Limited. (Receptionist
ACADEMIC BACKGROUND
YEAR INSTITUTION AWARD
2013 URA East Africa Customs Freight Forwarding practicing certificate
2010 British Council Certificate in management
2000-2003 Makerere University Bachelor of Arts in Social Science
1998-1999 Entebbe secondary school UACE
1994-1997 Entebbe secondary school UCE
REFEREES
M/S Christine Ndagire
Regional Manager
Dominus Logistics Uganda Limited
Tel: 0751 192233
M/S Grace Kahwa
Business Development Manager
Amoo Limited
Tel: 0772 555 636
Mrs. Sarah Birungi
Administrator
Union Logistics Uganda Limited
Tel: 0772 470180