Catherine Tulina Kafumbe Email & Phone Number

Kampala, UG

Uganda

- Spearheaded strategic initiatives across operations, leading a team of 200+ employees to achieve operational excellence.- Managed business budget, optimizing financial processes and ensuring cost-efficiency, resulting in a 50% reduction in operational expenses.- Fostered a high-performance culture through effective OKR development and cascade, team.

Uganda

Passionate about People; Growth and Development; Customer Success,Customer & Data Protection; plus Advocacy - Led a 40% cost reduction initiative through process optimization and redundancy management. - Launched and grew the B2B programme, onboarding 170+ businesses. - Advocated for gender inclusion, growing the female rider community to 100 and achieving.

Uganda

- Defined and Optimized Customer Success Journeys: Strategically mapped customer success journeys across all business units, increasing customer lifetime value by 20%.-Implemented Robust Quality Monitoring & Standards to Mitigate Operational and Reputational Risk - Established comprehensive quality monitoring systems across all customer support.

Kampala, Uganda

Managed support processes, developed business strategies, and optimized team performance to ensure exceptional customer service delivery.Developed and executed annual workforce plans for effective contact centre management through accurate forecasting.

Uganda

Built the Business contact center from scratch through the development and definition of the department standards and measures and the eventual definition of the KPIs, success measures and Service level Agreements. This was later taken on as Standard Operating Procedure for all Smile Operating Contact Centers; that is Uganda, Nigeria and Tanzania. Defined.

Uganda

Charged with driving the quality initiatives in the account to ensure that the internal and external metrics are met and exceeded for the account. All this is done while ensuring an all round updated team on all clients products and services plus the excellent induction and orientation of new hires

Uganda

Responsible for driving results through people management, performance evaluation, plannning, engagement,Proactive communication

• Provide leadership and guidance to the call centre team and have groomed and grown a number of CCrs to leadership while increasing overall productivity of the call centre.
• Manage the development and implementation the annual workforce plan.
• Have built team engagement in the call centre and reduced attrition by 30% in the last one year
• Use of a customer centric approach to ensure customer satisfaction at all touch points
• Setting and reviewing department objectives and… Show more
• Setting and reviewing department objectives and targets and ensuring their achievement

Uganda

Accredited Trainer of Trainers in customer handling skills. Successfully rolled out a customer handling skills training programme across all Zain (Now Airtel) operations

Bachelor'S Degree, Urban Planning

Bullet Proof Manager, People Management And Leadership .

Post Graduate Diploma In Human Resources, Human Resources, Traning, People Management

Training Acreditation; Accredited Customer Handling Skills Trainer., Training Analysis , Design ,Training Methodologies , Evaluation , Adult Learning Principles

Bachelor Of Urban Planning, Urban Planning