Ivan Masaba Email & Phone Number

California, United States

Provide specialized technical support for VoIP services to a diverse international clientele, ensuring high-quality user experiences.Collaborate effectively with a globally distributed team to coordinate support efforts across multiple time zones.Demonstrate a deep understanding of VoIP technologies, and apply this expertise to efficient problem resolution and customer guidance.Play an instrumental role in identifying, tracking, and reporting system bugs and issues to the engineering team, aiding in product enhancement.Lead initiatives for knowledge sharing within the team, fostering a culture of continuous learning and service quality improvement.Contribute valuable customer feedback to the development team, influencing the evolution and refinement of our product.

Kampala, Uganda

Initiated and developed comprehensive dashboards and reporting systems to track and analyze performance.Played a crucial role in aiding department heads to understand and evaluate their functional performance through insightful analytics.Enhanced and maintained Objectives and Key Results (OKRs) scorecards for each department, ensuring up-to-date and accurate performance visibility for the CEO.Conducted detailed reports on company-wide performance metrics, including social media engagement, TV viewership, radio listenership, and new initiatives.Implemented and optimized Power BI tools, revolutionizing the reporting process with more efficient, user-friendly, and interactive data visualization.Collaboratively worked on aligning reporting metrics with the company's 5-year strategic plan, facilitating effective performance tracking and strategic decision-making.Championed a culture of data-driven analysis, contributing to informed executive decisions and the overall growth.

Plot 1, Kololo Hill Drive

Drived insightful analysis to aid the marketing team, focusing on customer behavior, usage patterns, periodic trends, and product performance.Played a pivotal role in interpreting data to inform strategic marketing decisions, enhancing customer engagement and driving product success.Collaborated with the segments team on product development, pricing strategies, and promotional campaigns, ensuring data-driven decision-making.Developed comprehensive reports and dashboards, providing the marketing and executive teams with actionable insights for informed decision-making.Conducted in-depth analysis of market trends and customer feedback to predict future market needs and opportunities.Ensured data integrity and accuracy in all analytical processes, contributing to the reliability of marketing strategies.Acted as a key liaison between data analytics and marketing, fostering a culture of data-driven innovation and continuous improvement.

Plot 1, Kololo Hill Drive

Successfully managed dual roles focusing on workforce management for a call center and comprehensive operations analysis.As a Workforce Manager, innovatively designed and implemented weekly work schedules, optimizing team productivity and efficiency to enhance customer experience in the call center.Developed and maintained an effective staffing model, aligning workforce capacity with call volume trends to ensure optimal service levels.As a Reporting Analyst, devised key performance metrics to monitor and evaluate team performance, enabling data-driven decision-making.Conducted daily performance monitoring with proactive course correction, ensuring alignment with the company's strategic objectives.Created insightful reports and analytics, providing management with clear visibility into operations and facilitating informed business decisions.Fostered a culture of continuous improvement by regularly reviewing and adjusting operational processes based on data insights.

Plot 1, Kololo Hill Drive

Served as a front-line agent at a customer service touchpoint, providing comprehensive support for both data and voice services.Expertly managed end-to-end complaint resolution processes, ensuring customer satisfaction and service excellence.Facilitated service activations and modifications based on customer requests, tailoring solutions to meet individual needs.Advised customers on optimal service options and alternatives, enhancing their overall experience and satisfaction.Delivered accurate and timely information to customers, adhering strictly to company guidelines and policies.Maintained a high level of product knowledge to provide insightful recommendations and support.Contributed to a positive and efficient team environment, consistently meeting and exceeding service benchmarks.

Kampala, Uganda

Provided expert technical support for internet service issues, ensuring quick and effective resolution for a diverse customer base.Diagnosed and resolved complex network problems, contributing to enhanced service reliability and customer satisfaction.Assisted customers with the setup, configuration, and troubleshooting of internet services and related equipment.Collaborated with cross-functional teams to address systemic issues, improving overall service quality.Offered guidance and advice on optimal use of ISP services, helping customers maximize their internet experience.Maintained up-to-date knowledge of the latest technologies and trends in the ISP industry to provide informed support.Managed customer interactions with professionalism and empathy, ensuring a positive experience even in challenging situations.

Computer Science, Artificial Intelligence

Computer Science, Computational And Applied Mathematics

Procurement, Supply Chain Management