Arafat Male Simbwa

 ARAFAT MALE SIMBWA Kampala, Uganda-- Professional Summary Customer-focused and empathetic Customer Care Representative with 2 years of hands-on experience at Helpware, delivering outstanding support through email and social media channels, including X. Proven ability to resolve customer issues efficiently, enhance customer satisfaction, and maintain a high standard of professionalism. Adept at multitasking in fast-paced environments and working collaboratively with cross-functional teams to meet service goals. Key Skills Customer Email Support Social Media Customer Service (X, Facebook, Instagram) Conflict Resolution CRM Systems (e.g., Zendesk, Freshdesk) Communication & Active Listening Time Management Empathy & Patience Attention to Detail Professional Experience Customer Care Representative Helpware, [Kampala, Uganda] May 2022 – May 2024 Provided efficient and empathetic customer support via email and social media platforms, primarily X, handling an average of 60–80 interactions per day. Resolved product inquiries, complaints, and service issues with a 95% satisfaction rate, contributing to team KPIs. Utilized Helpware’s CRM tools to track, escalate, and document customer issues, ensuring timely resolution and follow-up. Monitored and managed customer engagement on X, responding to real-time concerns and maintaining a positive brand voice. Collaborated with team leads and other departments to communicate customer feedback and propose service improvements. Participated in regular training sessions to stay updated on product knowledge and service best practices. Education Bachelors In Business Computing Makerere University Kampala Class of 2020 References Nusfa Namazinga HR Helpware Uganda -. .