Semakula Jacqueline Email and Phone Number

Roles• Effectively deliver Leadership Ethics, Community service learning, Social Change/Entrepreneurship & Career management training to Akilah learners as per Akilah Standards• Facilitate career management workshops, including guest lecturers and finalizing all documents needed for students Internships & job applications (CV/resume writing & editing, Cover letters, Job/Informational interview preparations, Grooming, Networking etc.• Provide ongoing feedback on the effectiveness of the Leadership program to the Academic Director and provide input and recommendations on how to successfully adapt the Leadership program for cultural and situational relevance• Provide learners with objectives and well-timed feedback on their performance evaluations.• Manage learners behaviors and discipline by establishing and enforcing Akilah rules and procedures and ensure the enforcement of policies• Perform other duties including but not limited to counseling learners with academic challenges and providing encouragement.

Agency Customer Service Manager - To insure that Tigo delivers the highest quality Customer service to our customers by providing the best possible Service Center processes through effective training, motivation, and leadership.- Leading our service center/Call center staff to impart a pleasant, helpful, responsive attitude in all customer dealings. - Direct and provide a variety of Service Centers’ activities within the framework of the company’s objectives, plans, and policies- Manage and coordinate activities of all customer service centers; establish and maintain work standards for quality and quantity of work with an emphasis on good customer service and reduction of complaints.- Develop and recommend improvements to work flow, internal procedures and forms design and usage. Interpret and communicate work procedures and company policies to staff. - Plan, prepares and devises work schedules for all branches according to budgets and workloads. - Issues instructions and assigns duties, helps in resolving problems and act as the final escalation point. - Interview and hire new staff; prioritize, assign and reviews work, approve time off for payroll purposes and prepare and review employee performance evaluations- Communicates with other departments i.e. Marketing and Technical to resolve problems, share results and expedite work.- Assist in the preparations of the annual budget for individual centers; estimate staffing, equipment and supply needs based upon recent trends and planned activitiesA.O.B

Customer service Operations Supervisor In charge of timely handling and resolution of Circulation & Advertising customers’ complaints and inquires. Resolve customer issues accurately and promptly at every point of contact. Prepare all the necessary mails to our customers and ensure their timely delivery. Ensure timely preparation and delivery of all credit notes, invoices, receipts, and statements to our agents and distributors. Ensure timely dispatch of news papers and NMG products to our subscribers, agents, S/Markets / subscribers and keep all the delivery records. Coordinate subscribers’ order processing, receipt of payment and timely delivery of the products. To maintain and update the subscription database and use it to control subscription debt. Ensure returns policy is implemented and monitored weekly.- Capture /solicit daily bookings from regional sales reps /agents on time (12:00pm) and to keep records for daily arrival times from our competitors.- Use appropriate problem solving skill to handle difficult or irate customers.- Log customer queries arising to assist follow up and evaluation of customer complaints data for trend analysis, service delivery improvements and preparation of reports.- Support front desk consultants in difficult areas/ queries.