
Mujuni Peter
IT Officer

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About me
Customer Success Manager | Information Systems Expert | CRM Specialist | Digital Marketing Strategist | Skilled in Technical Support, Data Analysis, and Service Operations | Trainer & Mentor
Education

Makerere University
2012 - 2015Bachelor of Information TechnologyThe Bachelor of Science in Information Technology from Makerere University, Uganda provides foundational knowledge and practical skills in the design, implementation, and management of information systems and technology solutions. The program covers a broad spectrum of IT topics, preparing students for roles in IT support, software development, networking, and systems administration.

Kyambogo University
2006 - 2008Diploma Secondary Education and TeachingActivities and Societies: Teaching Practice focused on curriculum development Sports and Extracurricular Activities such as sports clubs, music, drama, or cultural activities. Peer Mentoring ( mentoring or tutoring, develop leadership, communication, and teaching skills) Educational Research Projects focused on improving education systems, student engagement, and teaching methods. Community Engagement: Participating in community outreach programs, youth empowerment, and volunteer teaching. The Diploma in Education Secondary from Kyambogo University, Uganda, is designed to prepare individuals for teaching roles in secondary schools. This program focuses on equipping students with the essential knowledge, skills, and attitudes to effectively educate and manage secondary school students

Makerere University
2017 - 2021Master's degree Information SystemsActivities and Societies: Computer Science and IT Club (CSIT), Makerere University Tech Conference, Internships and Industry Exposure The Master of Science in Information Systems from Makerere University, Uganda, is a postgraduate program designed to equip students with advanced knowledge and skills in the management, development, and implementation of information systems within organizations. The program focuses on bridging the gap between business and technology, with an emphasis on the role of information systems in driving organizational efficiency and innovation

Amity Online
2021 - 2023Postgraduate Degree Digital Marketing Strategies First DivisionActivities and Societies: Online Learning Platforms and Networking Events such as online platforms, webinars, and virtual events. Digital Marketing Workshops & Seminars: The Post Graduate Diploma in Digital Marketing Strategies from Amity University, India is designed to equip students with advanced knowledge and practical skills in the digital marketing landscape. The course focuses on key digital marketing areas such as: SEO (Search Engine Optimization), Social Media Marketing, Content Marketing, Email Marketing, Digital Advertising, Web Analytics, Brand Management in the Digital Era, E-commerce and Mobile Marketing.The program blends theoretical… Show more The Post Graduate Diploma in Digital Marketing Strategies from Amity University, India is designed to equip students with advanced knowledge and practical skills in the digital marketing landscape. The course focuses on key digital marketing areas such as: SEO (Search Engine Optimization), Social Media Marketing, Content Marketing, Email Marketing, Digital Advertising, Web Analytics, Brand Management in the Digital Era, E-commerce and Mobile Marketing.The program blends theoretical knowledge with hands-on training, enabling students to adapt to the rapidly evolving digital marketing field. It also provides insights into the latest tools, trends, and technologies used in the industry. Show less
Experience

MFI Uganda
Jan 2015 - Feb 2016IT Officer• Developed technical skills in system configuration, customization, troubleshooting, and IT service delivery.• Reduced downtime by proactively monitoring systems and implementing data backup strategies for business continuity.• Contributed to cloud migration, improving scalability and performance while reducing overhead costs.• Evaluated emerging technologies, participated in IT planning, and performed regular maintenance to optimize network efficiency and minimize failures.

MTN Uganda
Mar 2016 - Sept 2017Call Center Customer Advisor• Handled 210 calls daily, delivering consistent, high-quality service and increasing first-call resolution by 15%.• Utilized CRM systems to manage complex processes and provide tailored solutions to customer needs.• Improved communication and response times, achieving a 15% faster resolution rate.

MTN Uganda
Nov 2017 - Jan 2023• Supported Service Centre management by overseeing daily operations, implementing dual control, supervising third-party teams, and ensuring swift resolution of customer issues, maintaining high service standards.• Achieved 98% accuracy in customer verification, surpassing UCC KYC guidelines, and onboarded mobile money agents with a 96% accuracy rate, driving a 10% increase in MTN Mobile Money transactions from 2022 to 2023.• Boosted sales performance, meeting 93% of the sales target for devices, contributing to a company award for Best Device Sales. Enhanced customer satisfaction with a 94% NPS score by implementing CRM system improvements and workflow automation for seamless service. Show less • Enhanced the company’s social media presence, boosting engagement by 30% through improved content strategies, daily posts, and professional customer interactions across email and social platforms.• Demonstrated expertise in social media management, handling customer inquiries, building brand awareness, and optimizing content through tools like email marketing and automation for targeted reach.• Worked closely with the marketing team to coordinate campaigns, track metrics, and implement targeted advertising strategies, resulting in a 10% increase in web traffic and lead generation. Show less
Customer Service Center Consultant
Nov 2019 - Jan 2023Email and Social Media Advisor,
Nov 2017 - Dec 2019

Mupet Technologies Associates Limited
Feb 2023 - nowCustomer Success ManagerLed and mentored a team of 25, enhancing productivity, training quality, and achieving a 47% turnover rate, while improving client retention by 62% through effective issue resolution with operational teams.Designed tailored strategies and training materials, optimizing client satisfaction and customer success metrics.Contributed to software development and enhancement through requirement analysis and system modeling.
Licenses & Certifications

MICROSOFT CERTIFIED PROFFESSIONAL
MicrosoftMay 2018
Introduction to Networking Operations: UNIX/LINUX, Networking and DNS
Internet SocietySept 2018
Volunteer Experience
IT Officer
Issued by Mupet Technologies Associates Limited on Jan 2019
Associated with Mujuni Peter
Languages
- enEnglish
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