CV Profile No.56894

TECHNO BRAIN BPO CALL CENTER AGENT FOR UNHCR IFRRM HELPLINE (UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES, UGANDA- KAMPALA. FROM 8TH.08.2018 TO UP TO DATE  DUTIES AND RESPONSIBILITIES:  Listening to audit and Evaluating calls  Preparing monthly, weekly, daily, and annual project reports.  Generating daily IFRRM Quality Reports.  Assistance for continual improvement of the team.  Providing training to agents on quality parameters, KPIs, and expectations.  Reading through cases in the IFRRM system in order to improve the Quality of cases captured in the system.  Design and support Data Quality Assessments using the Quality Evaluation system to ensure performance improvement.  Monitor customer satisfaction levels.  Monitor the production phase at various levels.  Guide the team about the quality control issues to enhance the quality of the  product/ information.  Recommend improvement measures to ensure quality control standards are met.  Monitoring cases and escalations to the IFRRM focal points. And Sharing feedback with agents.

NILE COMPUTERS AND ICT SOLUTIONS- KAMPALA- UGANDA (2017) I worked as an ICT assistant at Nile computers from June to November 2017. Major responsibilities include:  Monitoring and maintaining computer systems and Network  Providing technical support  Training new staffs  Testing New Computer machines.  Setting up accounts for new users  Installing and configuring computer hardware and software, networks, Printers,  and scanners.  Repair and replace Equipment as necessary.