SYLVIA OKELLO
Woburn,MA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Day Habilitation Specialist
CLASS Inc. - Massachusetts
Woburn, MA
04.2017 - 07.2020
- Offered input into development and implementation of new action plans for each person supported.
- Transported people supported to appointments and community outings.
- Monitored safety and welfare of people supported and took corrective actions or notified supervisor of concerns.
- Supported and facilitate the rights of individuals with disabilities to experience a life of opportunity for personal growth and meaningful involvement in the community.
- Related with various individuals while conducting various activities.
- Communicated with clients in-person, over the phone or via email, filling out forms after each interaction to determine frequent client feedback or questions and participating in meetings with the customer service team to develop new strategies.
- Built and maintained rapport with clients and family members.
- Recorded status and duties completed in logbooks for management.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Handled incoming information requests for several busy executives.
Customer Service Manager
BREGAH INTERNATIONAL
KAMPALA, UGANDA
02.2015 - 02.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Created customer support strategy to increase customer retention.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Improved customer service initiatives by streamlining sales and order management processes.
- Devised and published metrics to measure organization's success in delivering world class customer service.
Education
BBA - Information Technology
MAKERERE UNIVERSITY
KAMPALA, UGANDASkills
- Microsoft office skills
- Database management
- Standard Operating Procedures Understanding
- Strong Worth Ethic
- Collaboration
- Problem solving
- Adaptability
Languages
English
Full Professional
Luganda
Full Professional
Timeline
Day Habilitation Specialist
CLASS Inc. - Massachusetts
04.2017 - 07.2020
Customer Service Manager
BREGAH INTERNATIONAL
02.2015 - 02.2017
BBA - Information Technology
MAKERERE UNIVERSITY
Swimming & Gymnastics
Enjoy swimming with my kids.
Swimming & Gymnastics
Enjoy swimming with my kids.
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