About Noah Kyalo

  • Academic Level Degree Bachelor
  • Age 23 - 27 Years
  • Salary 2821
  • Gender Male
  • Industry Management
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Experienced customer success manager with experience in sales, marketing and account management.
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  • 2020 - 2020

    Customer Success Lead

    • Took ownership of customer issues and follow problems through to resolution (including logging of bug tickets on Jira and producing weekly team reports, etc.) • Offered white glove customer service experience, create engaged customers and facilitate organic growth/adoption of NALA • Coordinated customer support meetings increased ticketing efficiency by 27% across the team. • Compiled behavioral reports from customers through app analytics done on Amplitude to identify points where users would churn or drop off. • Curated an online community of application users in Uganda and Tanzania with 30 people where we would share with them product updates and collect feedback on application updates. • Work with the software engineering team to collect more information from users when there were product bugs or features that need better iteration. • QA Testing: Conducted robust and thorough QA of the NALA application prior to shipping product Executed all manual and automated test cases that validate the functionalities, code quality, and report test results, following all formal test architecture and project processes. • Market research to provide data to facilitate making informed decisions. • User testing: Conducting user interviews and collecting feedback from high-end users and focus groups on new features or current function improvements. • Monitored the support team by ensuring that tickets closed in time. • Assigning work/ticket to the team via asana and setting deadline to ensure efficiency and productivity of the team. • Regularly reviewed helpdesk & support articles written by the team and write articles as and when required. • Analyzed and implemented CRM tools (Zendesk/Freshdesk) that met the company needs depending on the user that needed to be captured.

  • 2015 - 2019

    Customer service Lead

    • Improved QA process by monitoring the QA team to ensure that work is done in time by setting goals, coach, and give reviews clear ways of reporting findings. • Investigating user bugs and fixing some as required. • Developed and executed test cases, scripts, plans, and procedures (manual and automated). • Improved the support process by reducing the ticket resolution time 5 minutes. • Reduced the number of fraud trips by 80% in less than a year by working with the data analysis and performance team. I was the point of contact with the drivers. • Organized and led a team of 60+ beta testers for our application. • Collected customer requests from the call center and present them to the product manager during the sprint meeting. • Answering inbound calls, making outbound calls, Help users troubleshoot technical issues. • On boarded new riders and customers’ • Ensured that the team adherence to policies, procedures and priorities. • Monitored accuracy and speed of team • Ensured high quality customer service by conducting weekly performance reviews and listening to calls handled by different call center agents. • Trained other department’s new tools, features on the dashboard, set goals, coach, and give reviews. • Had a clear and in depth understanding of the product so that I act as point of reference. • Responded to customer enquiries and provided information about a full range of products and services and supported promotional campaigns’ • Ensure that every customer enquiry is dealt with thoroughly and in the most appropriate and professional manner, • Ensured that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant department(s), • Managed and protected customer information, including sensitive financial information, in accordance with relevant legislation and other guidelines, • Worked as part of a team to ensure the smooth operation of the company, • Took occasional responsibility for the induction and development of new members of staff, • Met training and development requirements of the job role, and • Entered customer information onto computer databases

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MS office package, Google suite
Project management with scrum/Agile methodology
Sales and Marketing
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Honors & awards

  • 2017


    Kampala Capital City Internship completion letter

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