Dedicated and customer-oriented professional with a proven track record of surpassing sales targets and service goals. Provides unparalleled support for customer needs through excellent management of incoming and outgoing calls, as well as remote requests. Strong organizational, research, and time management skills. Successful history in fast-paced call centers and business environments. Adept at delivering exceptional customer experiences.
Hi, I’m
Zam Nabasirye
Client Relationship Manager
Toronto,ON
Summary
Overview
11
years of professional experience
1
Certification
Work History
Toronto PWA Foundation
Administrative Assistant(Volunteer)
2024.07 - Current (2 months)
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Maintained inventory of office supplies and placed orders.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Managed approximately 30 incoming phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Communicated with staff members to stay informed about volunteer opportunities and events.
SERVICE & COMPUTER INDUSTRIES (U) LTD
SALES ACCOUNT MANAGER
2018.05 - 2024.05 (6 years)
Job overview
- Brought new clients on board, accurately forecasted sales, and maintained existing ones
- Ensured customer satisfaction by efficiently resolving complaints and managing existing accounts
- Ensured continued knowledge of changing technology by regularly receiving training on new products
- Recommended cutting-edge IT equipment and solutions to optimize client performance
- Successfully met or exceeded personal sales targets through the implementation of innovative closing strategies.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support
- Expertly managed price negotiations, service terms, and contractual agreements
- Proactively stayed in touch with clients to understand their requirements
- Ensured accurate quoting of pricing by actively monitoring market activity, resulting in optimized profit margins
- Crafted proposals to secure new and existing customer transactions
- Managed comprehensive repository that housed vital information including contact details, risk assessments, financial implications, and significant concerns.
- Maintained a high level of customer service by answering questions pertaining to pricing, availability, and credit usage with accuracy.
- Managed a diverse portfolio of accounts, ensuring each client received personalized attention and support.
- Managed portfolio of 25 major corporate accounts totaling $2 B in sales.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Monitored market activity and quoted pricing to maintain healthy profit margins.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Utilized strong analytical skills to track sales performance, making adjustments as needed to meet targets.
SERVICE & COMPUTER INDUSTRIES (U) LTD
CUSTOMER CARE REPRESENTATIVE
2017.08 - 2018.04 (8 months)
Job overview
- Provided exceptional service to a significant number of clients on a daily basis, emphasizing customer contentment
- Successfully organized the deployment and coordination of engineers on call.
- Managed high call volume with exceptional professionalism and efficiency.
- Developed comprehensive bid documents for all services provided by the organization.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Resolved customer concerns by utilizing exceptional conflict and problem resolution abilities
- Successfully achieved and exceeded revenue goals with consistent promotion of products and services during routine calls
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Maximized customer support and met revenue goals by reducing downtime and maintaining superior quality.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
EUROPE TECHNOLOGIES KAMPALA
TECHNICAL ASSISTANT & ADMINISTRATIVE ASST
2014.01 - 2015.01 (1 year)
Job overview
- Answer phone calls & responding to walk in customers
- Troubleshoot equipment & providing technical assistance with equipment operation
- Supported the development of company-wide technology policies and procedures by providing input on best practices and emerging trends, promoting a culture of innovation.
- Assisted in the planning and execution of IT projects, contributing technical expertise and resource management skills to ensure successful outcomes.
- Streamlined communication between departments, setting up and maintaining effective collaboration tools.
- Assisted in development of training materials, enhancing employee technical skills.
- Facilitated smooth operation of office hardware and software, addressing technical issues promptly.
- Supported project managers in technical documentation, contributing to project clarity and direction.
- Prepared technical presentations and other materials for advisory meetings.
- Set up and configured desktop computers, peripherals and accounts, assigning appropriate security levels.
- Reviewed product-specific resources to determine optimal implementation.
- Installed technical hardware and software in deskside support environment.
- Served as point-person for support requests with clients and vendors.
- Enhanced system efficiency by troubleshooting hardware and software issues, resulting in reduced downtime.
- Provided high-quality customer support by addressing inquiries and resolving technical problems, leading to increased customer satisfaction.
- Liaised with customers, communicating and resolving problems and concerns.
- Implemented system upgrades to help mitigate vulnerabilities.
- Maintained knowledge support base regarding equipment warranties and repair needs.
- Gathered, organized and distributed technical documentation.
Education
MAKERERE UNIVERISTY UGANDA
BACHELOR OF BUSINESS COMPUTING from IT Business Analysis
04.2024
University Overview
NEW HORIZONS COMPUTER LEARNING CENTER UGANDA
ADVANCED DIPLOMA IN COMPUTER ENGINEERING from Software Engineering
02.2017
University Overview
NABISUNSA GIRLS' SCHOOL Uganda
A'LEVEL EDUCATION from PHYSICSCHEMISTRYMATHEMATICSCOMPUTER STUDIES
02.2013
University Overview
- Uganda Advanced Certificate of Education
- Speaker Science Club 2012-2013
- Ms Office scholarship winner
TECHNO BRAIN UGANDA LTD Uganda
Word, Excel, PowerPoint, Outlook
01.2013
University Overview
MS OFFICE 2013 CERTIFICATE
TORORO GIRLS' SCHOOL Uganda
0'LEVEL EDUCATION
02.2011
University Overview
- Uganda Certificate of Education
- Achieved best performer of the year 2011 results
- School Health prefect 2010-2021
KITANTE PRIMARY SCHOOL Uganda
PRIMARY EDUCATION
02.2007
University Overview
Primary Leaving Certificate
Skills
- Lead prospecting
- Computer Skills
- Office Administration
- Customer and client relations
- Strong Problem Solver
- Data Management
- Office Equipment Maintenance
- Report Generation
- Project Management
- Tech-Savvy
- Verbal Communication
- Call center experience
- Sales strategy development
- Critical Thinking
- Office Management
Certification
- NSE Certified- Fortinet
- Sales- data center Portfolio 2018, 2019, 2020
- Sales- Core Client Credential 2018, 2019, 2020
- Sales server Credentials 2019
- Sales storage Credentials 2019
Accomplishments
Accomplishments
- Increasing the loyalty or satisfaction of existing customers
- Solving a problem or challenge
- Saving money by negotiating a better deal from a supplier
- Implementing a new time-saving process
- Developing an idea your employer acted on
- Launching new products, projects or initiatives
- Increasing the company press coverage or market recognition
- Business development: Developed strong relationships with key referral sources
Languages
English
Full Professional
Luganda
Full Professional
Personal Information
Personal Information
- Place of Birth: Uganda
- Gender: Female
Additional Information
Additional Information
CERTIFICATIONS
1. Volunteer Training
2. Harm reduction certificate
3.Customer care certificate
4. AODA certificate
5. NSE Certified- Fortinet Sales
6. Data center Portfolio 2024, 2023, 2022
7. Sales- Core Client Credential 2024, 2023, 2022
8. Sales server Credentials 2024-2023
9. Sales storage Credentials 2024-2023
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Software
Ms office, Computia A+, Oracle , Networking +
Timeline
Administrative Assistant(Volunteer)
Toronto PWA Foundation
2024.07 - Current (2 months)
SALES ACCOUNT MANAGER
SERVICE & COMPUTER INDUSTRIES (U) LTD
2018.05 - 2024.05 (6 years)
CUSTOMER CARE REPRESENTATIVE
SERVICE & COMPUTER INDUSTRIES (U) LTD
2017.08 - 2018.04 (8 months)
TECHNICAL ASSISTANT & ADMINISTRATIVE ASST
EUROPE TECHNOLOGIES KAMPALA
2014.01 - 2015.01 (1 year)
MAKERERE UNIVERISTY
BACHELOR OF BUSINESS COMPUTING from IT Business Analysis
NEW HORIZONS COMPUTER LEARNING CENTER
ADVANCED DIPLOMA IN COMPUTER ENGINEERING from Software Engineering
NABISUNSA GIRLS' SCHOOL
A'LEVEL EDUCATION from PHYSICSCHEMISTRYMATHEMATICSCOMPUTER STUDIES
TECHNO BRAIN UGANDA LTD
Word, Excel, PowerPoint, Outlook
TORORO GIRLS' SCHOOL
0'LEVEL EDUCATION
KITANTE PRIMARY SCHOOL
PRIMARY EDUCATION
- NSE Certified- Fortinet
- Sales- data center Portfolio 2018, 2019, 2020
- Sales- Core Client Credential 2018, 2019, 2020
- Sales server Credentials 2019
- Sales storage Credentials 2019
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