Lusambya Kakozi
Calgary,AB
Summary
Dynamic leader and empathetic customer service expert with a proven track record at Olymel Red Deer. Skilled in conflict resolution and Microsoft Office Suite, I enhanced customer loyalty and streamlined operations, leading to significant performance improvements. Cultivated a diverse team, focusing on relationship building and operational excellence.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Diligent Desired Position with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Olymel Red Deer
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
President
Federal Non Profit Organization , Emo ‘ya M’mbondo
Calgary, AB
11.2019 - 06.2024
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
- Managed crisis situations effectively while minimizing disruption to daily operations.
- Enhanced company performance by implementing strategic plans and overseeing daily operations.
- Prepared annual budget forecasts and monitored performance to meet organizational objectives.
- Cultivated strong relationships with external partners to foster collaboration and maximize resources.
- Established a culture of accountability by setting clear expectations and holding individuals responsible for results.
- Monitored financial performance and implemented measures to enforce compliance with budgetary standards.
- Streamlined organizational processes by evaluating current systems and implementing improvements.
- Delivered operational excellence by optimizing resources, processes, and overall cost structure.
- Reduced operational costs through strategic cost management initiatives.
- Built a diverse workforce through targeted recruiting efforts focused on diversity, equity, and inclusion principles.
- Fostered culture of transparency and accountability by implementing comprehensive ethics reform across all levels of government.
Care Assistant
Action Group Lacombe
Red Deer, AB
11.2017 - 11.2018
- Maintained clean and organized living spaces for patients, ensuring a comfortable and sanitary environment conducive to healing.
- Enhanced patient recovery by assisting with daily activities such as bathing, dressing, and grooming.
- Assisted patients with mobility, transferring them safely between beds, chairs, and wheelchairs as needed.
- Improved patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Promoted a safe environment for patients through regular monitoring of vital signs and reporting any abnormalities to medical staff.
- Assisted with meal preparation and feeding, ensuring adherence to dietary restrictions and nutritional guidelines for optimal health.
- Managed time effectively while balancing multiple tasks simultaneously, ensuring all aspects of patient care were addressed promptly.
Education
Under Graduate - Policy Studies
Mount Royal University
Calgary, NoneAcademic English Certificate - English Language And Literature
Mount Royal University
Calgary, None07.2020
Bachelor Of Applied Arts - Communication And Understanding Community Developm
ISDR De Bukavu
South Kivu06.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Client relations
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Dispute resolution
- Product sales
- Recordkeeping strengths
- Research
Languages
English
Full Professional
French
Professional Working
Swahili
Professional Working
Timeline
President
Federal Non Profit Organization , Emo ‘ya M’mbondo
11.2019 - 06.2024
Care Assistant
Action Group Lacombe
11.2017 - 11.2018
Customer Service Representative
Olymel Red Deer
Under Graduate - Policy Studies
Mount Royal University
Academic English Certificate - English Language And Literature
Mount Royal University
Bachelor Of Applied Arts - Communication And Understanding Community Developm
ISDR De Bukavu