DAVIS OKOTH

Team Lead

Helpware

May 2024 - Current (2 years 6 months)

Performance Management:
Conducting regular performance reviews, providing constructive feedback, and developing individual and team growth plans.
Conflict Resolution:
Addressing conflicts within the team and between team members and customers.
Communication:
Ensuring clear and consistent communication with the team and other stakeholders.

Service Quality Reviews Involving

Handling Escalated Issues: Addressing complex customer issues that agents are unable to resolve.
Monitoring Performance: Tracking key performance indicators (KPIs) such as customer satisfaction, resolution time, and agent performance.
Ensuring Quality: Monitoring interactions, providing feedback, and ensuring t

Customer Service Representative

Helpware

Nov 2023 - May 2024 (7 months)

Customer Interaction:
Being the first point of contact for customers, interacting with them through various channels like chat, email and online calls.
Information Provision:
Providing accurate and comprehensive information about products, services, and company policies.
Problem Resolution:
Handling customer complaints, concerns, and issues, finding appropriate solutions and ensuring customer satisfaction.
Data Management:
Maintaining accurate records of customer interactions within the CRM system.
Upselling and Cross-selling:
Identifying opportunities to recommend additional products or services to customers.
Feedback Collection:
Collecting customer feedback to help the company im

A

Membership Coordinator

AmCham Uganda

Sep 2022 - Mar 2024 (1 year 7 months)

Providing administrative support to all Membership department staff.
• Assistance in recruiting new members through a planned membership database, incoming phone calls and events.
• Assistance in retaining existing members (member care calls and
renewal calls).
Responding to members’ and non-members’ requests (verbally or in
writing) for any inquiries.
• In charge of all renewal Membership packages before renewal campaigns.
Following up on all requests of payments and invoices related to renewals and new members.
• In charge of welcoming packages.
Assisting in the AmCham Annual Directory (member companies’ data
update).
Attending and assisting in AmCham activities and events.
•

Customer Relations Team Leader

Tugende

Jan 2022 - Aug 2022 (8 months)

Providing oversight on customer to Business feedback systems: Ensuring customer feedback is constantly and accurately passed to product, service, quality assurance, software and other support terms ensuring product and service improvements reflect customer feedback.
Ensuring team members are available and ready to help by putting customers before work tasks.
Promoting Customer Voice: Representing customer opinion and feedback in high level strategic discussions and ensuring customer feedback is represented in all major decision making.
Assessing the well-being of customers who enter Tugende’s office and helping them meet their needs promptly, professionally, and with empathy as is one of my values.
Conduct regular team

Customer Relations Officer

Tugende

Sep 2019 - Dec 2021 (2 years 4 months)

Customer to Business feedback systems: Ensuring customer feedback is constantly and accurately passed to product, service, quality assurance, software and other support terms ensuring product and service improvements reflect customer feedback.
Promoting Customer Voice: Representing customer opinion and feedback in high level strategic discussions and ensuring customer feedback is represented in all major decision making.
Assessing the well-being of customers who enter Tugende’s office and helping them meet their needs promptly, professionally, and with empathy as is one of my values.
Carrying out market feedback analysis (MFA) through interactions with clients so as to find out ways of serving them better & improving the busi

B

Sales Executive

Bank of Africa Uganda

Sep 2018 - Apr 2019 (8 months)

A customer is the king, approaching and soliciting of clients. Client onboarding and proper KYC. Customer activations and product awareness. Consumer Protection Act & the like...
Portfolio quality and pipeline clients review.
Achieving Account type sales & loan type sales targets daily, weekly, quarterly and annually.
Assisting in providing & disseminating feedback about banking products.

U

Policy Assistant

Uganda Manufacturers Association

Jul 2017 - Mar 2018 (9 months)

Assisting in coordination of the implementation, monitoring and evaluation of projects.
Advising and training Members & MBOs in regions and coordinating of trade support activities.
Undertaking organisational capacity assessment, developing capacity building action plans, value chain analysis for membership and advise of MDAs in stakeholder meetings.
Coordinating quarterly policy review meetings with membership, private sector and government players.
Coordinating knowledge generation, learning and sharing findings in relation to regional and global trade practices and trade support standards.
Supporting in developing of strategic alliances of UMA with Public and Private institutions during networking forums.
A

I

Sales Agent

ICEA GROUP UGANDA

Aug 2016 - Jul 2017 (1 year)

Meeting client insurance needs, giving them insurance tips, covers, relevant information, obtaining their feedback and closing sales. Note:- building of relations in this role was very important, in that it would increase trust and also enable referrals and closing sales in a unique way.
The generic activity was to achieve sales targets by end of week and ensuring a good relationship with clients so as to continue payment of premium.

N

Assistant Area Sales Representative

Nile Breweries Ltd

Jun 2015 - Sep 2015 (4 months)

This was a great experience to start with, involving market intelligence and competitiveness, change management, maintaining of stock levels on depo & outlets, branding and advertising, client feedback management systems, bookkeeping and records management for the different segments. Customer promotional activities like the pool table competitions and ensuring the display in fridges is well stocked and organised.

L

Student Volunteer

Louisporte Academy

Dec 2014 - Apr 2015 (5 months)

All about sports & it's administration, training equipment handling, training on discipline and anger management, counseling & mentorship. The best part was watching them play while we cheered them up. #Memories

About

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DAVIS OKOTH

About

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Behavioral traits