HAMDI MUGANGA
Clarksville,TN
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis, and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
15
15
years of professional experience
Work History
Subject Matter Expert
DXC Technology
Nashville, TN
05.2017 - Current
- Designed and prepared technical reports, studies and related documentation.
- Supported enterprise and business goals by introducing new product and service offerings.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Improved user productivity and efficiency through system training and support.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Customer Service Representative
Lowes
Clarksville, TN
05.2019 - 08.2020
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Reduced process lags and effectively trained team members on best practices and protocol
- Consulted with customers to determine best methods to resolve service and billing issues
- Developed and actualized customer service initiatives to decrease wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers.
Supervisor
MODIS
Franklin TN, TN
02.2016 - 05.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Monitored expenditures to mitigate risk of overages.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Assistant Store Manager
MAPCO
Nashville, TN
05.2014 - 07.2016
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Picker and Packer
HIRE DYNAMICS
Nashville, TN
08.2015 - 02.2016
- Key member of global distribution operations team, which coordinated shipments across United States and foreign countries
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Fulfilled orders quickly to accomplish challenging daily objectives
- Transported approximately 350 packages each hr to loading docks using conveyors and forklifts equipment
Sales Associate Team Leader
AUTOZONE
Madison, TN
09.2012 - 08.2014
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
- Increased sales by offering advice on purchases and promoting additional products.
Certify Nurse Aid
STAFFCO
Hermitage, TN
09.2010 - 07.2012
- Measure patients' vital signs, such as temperature, blood pressure, pulse rate, and respiration.
- Assist patients with daily living activities, such as bathing, dressing, eating, brushing teeth, and using the restroom
- Execute housekeeping tasks, such as making patients' beds, changing bedpans, replacing linens, and collecting laundry.
Education
MBA - Business Management
Austin Peay State University
Clarksville, TN12.2021
Bachelor of Arts - Political science
Austin Peay State University
2020
Associate of Science - Political Science
Austin Peay State University
2020
Associate of Arts - Education
Nashville State Community College
Nashville, TN2015
Skills
- Complaint resolution
- Report preparation
- Sales expertise
- Creative problem solving
- Policies and procedures
- Verbal and written communication
- Insurance Knowledge
- Training Materials
- Data Collection
- Active Listening
- Interpersonal Communication
Core Qualificaton
Efficient | Works Well Under Pressure | Punctual | Innovative | Attention to Detail | Problem Solver | Adaptable| Strong Work Ethic | Team player
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 5 staff members.
- Collaborated with team 20 in the development of watson IBM and AWS.
- Documented and resolved customer complaints which led to improved services levels and customer satisfaction.
Timeline
Customer Service Representative
Lowes
05.2019 - 08.2020
Subject Matter Expert
DXC Technology
05.2017 - Current
Supervisor
MODIS
02.2016 - 05.2018
Picker and Packer
HIRE DYNAMICS
08.2015 - 02.2016
Assistant Store Manager
MAPCO
05.2014 - 07.2016
Sales Associate Team Leader
AUTOZONE
09.2012 - 08.2014
Certify Nurse Aid
STAFFCO
09.2010 - 07.2012
MBA - Business Management
Austin Peay State University
Bachelor of Arts - Political science
Austin Peay State University
Associate of Science - Political Science
Austin Peay State University
Associate of Arts - Education
Nashville State Community College
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