Douglas Kibagendi

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Administrative Coordinator

TMC Consulting Group Inc.

Feb 2025 - Current (1 year 8 months)

• Develop and manage the firm's social media strategy, increasing engagement and visibility. • Build and maintain a structured sales pipeline to drive business growth. • Conduct research and development for government contracting opportunities. • Accurately input financial data into tax preparation software and ensure compliance. • Organize and maintain tax documents and client records. • Provide administrative support, including scheduling, client communication, and document management. • Create and manage content for newsletters, social media, and marketing materials.

Executive Partner & Operations Consultant

HumanLoop

Jan 2024 - Nov 2024 (11 months)

• Project Management: Oversee various administrative projects, monitor progress, and ensure successful and timely project completion, resulting in a 95% on-time project delivery rate. • Operations Consulting: Identify process inefficiencies and recommend strategies for improvement, leading to a 20% increase in productivity. • Scheduling: Manage complex calendars and coordinate executive meetings, internally as well as externally, keeping the CEO's schedule organized and efficient. • Event Planning: Coordinate corporate events, overseeing logistics, vendors, and attendee management, contributing to a 30% reduction in event-related costs. • Administrative Support: Provide high-level administrative support to the CEO at Humanloop, ensurin

Customer Support Consultant

ModSquad

Nov 2023 - Current (2 years 11 months)

• Efficient Escalation Management: Successfully manage and resolve Tier 2 escalations for VitalSource and Pokémon projects, achieving a 95% resolution rate within 24 hours to enhance customer satisfaction. • Customer Interaction Excellence: Provide exemplary customer service by addressing complex inquiries and issues, maintaining an average customer satisfaction score of 4.8 out of 5 across all interactions. • Cross-Functional Collaboration: Collaborate effectively with internal teams to streamline

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Customer Success Manager

Sharks Web Services Limited

Mar 2021 - Nov 2023 (2 years 9 months)

• Policy Development: Developed and implemented customer support policies and procedures, ensuring CSRs meet their Standard Level Agreements (SLAs), with a 95% SLA compliance rate. • Cross-Department Collaboration: Collaborated with various departments to improve customer experience and address customer concerns, decreasing customer churn rate by 10%. • Content Creation: Created and curated content for social media channels, resulting in a 30% growth in followers. • Account Management: Managed social media accounts, including scheduling and posting content, leading to a 25% increase in user interactions. • Engagement: Monitored and responded to social media interactions, improving customer response time by 50%. • Metrics Analysis: Ana

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Operations Lead (GtM)

Drinks Zetu Limited

Aug 2020 - Feb 2021 (7 months)

• Campaign Monitoring: Monitored and reported on the effectiveness of marketing campaigns, achieving an overall ROI of 35% on marketing activities.

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Social Media Strategist

Wowzi Technologies Limited

Feb 2020 - Aug 2020 (7 months)

• Strategy Development: Developed and implemented social media marketing strategies that increased engagement by 40%.

Douglas Kibagendi

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Douglas Kibagendi

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