Ezra Yiga Kalungi
Manchester,Greater manchester
Summary
A committed IT graduate with a keen interest in human thought, behavior, and decision-making. My experience in customer service, communication, and operational support has strengthened my capacity to operate under pressure while being dependable, focused, and sympathetic. In a position where I can support team success and ongoing development, I hope to bring behavioral awareness, adaptability, and clear communication.
Overview
4
4
years of professional experience
11
11
years of post-secondary education
Work history
Inbound call centre agent
Call care ltd
Manchester, Greater Manchester
2025.11 - Current
- Handled sensitive client data while closely adhering to corporate regulations, guaranteeing security compliance at all times.
- Successfully set priorities for tasks and used time wisely during hectic times.
- Helped coworkers with challenging questions to improve teamwork.
- Facilitated effective question resolution by guiding transparent communication.
- Received an award for best customer satisfaction of the month.
Customer service advisor
Halfords
Manchester, Greater Manchester
2024.09 - 2025.08
- Minimized long wait times for calls and optimized resource allocation at peak hours.
- Created training plans to improve team performance.
- Helped consumers choose products to increase sales.
- Successfully resolved complicated client concerns.
- Handled a large number of calls every day to resolve problems more quickly.
- Won the trust of irate clients by handling challenging situations with composure.
Front of house team member
Itsu restaurant
Manchester, Greater Manchester
2023.11 - 2024.06
- Ensured precise financial records by accurately managing cash transactions.
- Facilitated pleasant dining experiences by offering top-notch customer support.
- Provided dependable, expert service while managing several projects at once.
- Properly communicated with the kitchen personnel to guarantee prompt lunch delivery.
Outbound advisor
TalkTalk
Manchester, Greater Manchester
2022.05 - 2022.09
- Improved team cooperation through streamlined communication procedures.
- Resolved difficult financial problems, improving client satisfaction all around.
- Advised customers on estate planning and helped them navigate complex legal procedures.
- Established regular client check-ins while upholding high standards of service provision.
Education
Foundation Degree in Science - Cyber security
Salford University
Manchester 2022.09 - 2025.01
A-Levels - Business studies
Loreto College
Manchester 2020.09 - 2022.06
A-Levels - Information technology
Loreto college
Manchester 2020.09 - 2022.06
A-Levels - Law
Loreto college
Manchester 2020.09 - 2022.06
GCSEs - English
St antony catholic college
Manchester 2018.09 - 2020.03
GCSEs - Maths
St antony catholic college
Manchester 2018.09 - 2020.03
Skills
- Reliable team player who contributes positively to team goals and workplace culture
- Adaptive and flexible in tricky situations
- knowledge of sales techniques, including upselling and promoting products or services
- Adherence to health, safety, and hygiene policies and procedures
- Skilled in problem-solving and resolving
- A wealth of hardware and software experience
Affiliations
- I am very passionate about running and playing football as I am a excellent centre midfielder, Also I love to read financial books during my spare time.
Accomplishments
- (Employee of the month):given out for overall performance, which includes excellent customer service, dependability, and collaboration.
- (Customer Satisfaction (CSAT) Star):Given for achieving high customer satisfaction ratings consistently.
- Front of House Star Award:for creating a wonderful dining experience and providing exceptional guest service.
Timeline
Inbound call centre agent
Call care ltd
2025.11 - Current
Customer service advisor
Halfords
2024.09 - 2025.08
Front of house team member
Itsu restaurant
2023.11 - 2024.06
Foundation Degree in Science - Cyber security
Salford University
2022.09 - 2025.01
Outbound advisor
TalkTalk
2022.05 - 2022.09
A-Levels - Business studies
Loreto College
2020.09 - 2022.06
A-Levels - Information technology
Loreto college
2020.09 - 2022.06
A-Levels - Law
Loreto college
2020.09 - 2022.06
GCSEs - English
St antony catholic college
2018.09 - 2020.03
GCSEs - Maths
St antony catholic college
2018.09 - 2020.03