Robert Wokorach

Experience

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  Mercy Corps

  Jun 2014 - Dec 2015

  IT support

  -Maintain accurate and complete documentations for company policies and procedures.-Prepare data spreadsheets, charts, graphs, and other documents as required.-Order and stock office supplies when necessary.-Resolve customer problems promptly and accurately.-Report any repairs and maintenances to maintenance team.-Maintain standard filing system for easy and quick document assess and retrieval.-Provide technical assistance to office staffs as needed.-Assist in software and hardware upgrades.-Add or update workstations for office staffs.-Perform routine PC maintenance and updates for performance efficiency.-Supervise and process help desk support requests.-Assist in maintaining Internet service, firewalls, and telephone systems. Show less

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  Uganda Telecom Ltd

  Dec 2015 - Apr 2019

  Customer Care Advisor

  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions implementing solutions; escalating unresolved problems. • Maintains call center database by entering information. • Keep equipment operational by following established procedures and reporting malfunctions. • Carry out market research regarding customer’s tastes and preferences. • Answering inquiries by clarifying desired information; researching, locating, and providing Information. • Accomplishes sales and organization mission by completing related results as needed. • Offering online resolutions to customer queries and complaints on the various products and services with quality. Show less

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  Awamo GmbH

  Apr 2019 - Jan 2021

  • Train operations Team on new features released on Awamo 360 system, Train customers on new release notes in the system. • Update daily, weekly and monthly reports using google sheets, report daily activities using Jira, confluence and Airtable. • Train customers remotely in Tanzania, Kenya and Nigeria using Zoom, Google meet and Microsoft teams. • Fill in customers complains and Queries using Jira, Click Up and provide solutions and feedback to customers via emails and calls. • Carry out Market search on potential new clients. • Manage incoming calls and emails. • Carry out UAT testing with the IT team. Show less -Obtains client information by answering telephone calls; interviewing clients; verifying information. - Determines eligibility by comparing client information to requirements. - Establishes policies by entering client information; confirming pricing. - Informs clients by explaining procedures; answering questions; providing information. - Maintains communication equipment by reporting problems. - Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. - Updates job knowledge by studying new product descriptions; participating in educational opportunities. -Accomplishes sales and organization mission by completing related results as needed. Show less

  • Central Support Offier

    Jul 2020 - Jan 2021

  • support officer

    Apr 2019 - Jun 2020
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  Fin

  Feb 2022 - now

  Central Support Officer

  -Building and maintaining customer relations through identification and evaluation of customer needs and giving quality recommendations that satisfy and influence their decision-making.-Contribute to the efficient operation of the section and company through accurate and timely processing of all customer complaints and requests and providing immediate feedback to customers.-Maintain customer database and update periodically and enroll customers to use Company products.-Promote company products and services by creating awareness about the company’s offerings.-Conduct training for the clients on usage of the company systems.-Capture statistics and prepare reports as directed by the Manager or supervisor.-Conduct quality assurance and participate in user acceptance testing of new and existing company products.-Proactively assist in the completion of data entry and verification for clients.-Conducting trainings for the rest of the team to understand launched features.-Documentation of customer feature requests and capturing information in the project tracking soft wares (CRM tools).-Building and maintaining customer relations through identification and evaluation of customer needs and giving quality recommendations that satisfy and influence their decision-making.-Contribute to the efficient operation of the section and company through accurate and timely processing of all customer complaints and requests and providing immediate feedback to customers.-Maintain customer database and update periodically, and enrol customers to use Company products.-Promote company products and services by creating awareness about the company’s offerings.-Conduct training for the clients on usage of the company systems.-Conducting trainings for the rest of the team to understand launched features.-Keep information confidential and comply with data integrity and security policies. Show less