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Naturinda Charity

Customer Service Manager at Ecobank Uganda
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Location
Kampala, Central Region, Uganda, UG
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Credentials

  • Develop Interpersonal Skills for Inclusive Workplaces
    LinkedIn
    Jan, 2024
    - Apr, 2026
  • Preparing for Your Review
    LinkedIn
    Jan, 2024
    - Apr, 2026
  • Managing Depression in the Workplace
    LinkedIn
    Dec, 2023
    - Apr, 2026
  • Establishing a Well-Being Program in Your Organization
    LinkedIn
    Nov, 2023
    - Apr, 2026
  • Problem-Solving Techniques
    LinkedIn
    Oct, 2023
    - Apr, 2026
  • Sales Prospecting (2019)
    LinkedIn
    Sep, 2023
    - Apr, 2026
  • Account Management: Maintaining Relationships
    LinkedIn
    Aug, 2023
    - Apr, 2026
  • Excel: Sales Forecasting
    LinkedIn
    Aug, 2023
    - Apr, 2026
  • Growing Relationships as a Manager
    LinkedIn
    Aug, 2023
    - Apr, 2026
  • Sales Forecasting
    LinkedIn
    Aug, 2023
    - Apr, 2026
  • Sales Pipeline Management
    LinkedIn
    Aug, 2023
    - Apr, 2026
  • Sales Strategy: Qualifying Opportunities
    LinkedIn
    Aug, 2023
    - Apr, 2026
  • Innovative Customer Service Techniques
    LinkedIn
    Jul, 2023
    - Apr, 2026
  • Managing in Difficult Times
    LinkedIn
    Jul, 2023
    - Apr, 2026
  • Sales Foundations
    LinkedIn
    Jul, 2023
    - Apr, 2026
  • Unapologetically Ambitious (Blinkist Summary)
    LinkedIn
    Jul, 2023
    - Apr, 2026
  • Your Next 5 Moves by Patrick Bet-David
    LinkedIn
    Jul, 2023
    - Apr, 2026
  • High Performance Habits (Blinkist Summary)
    LinkedIn
    May, 2023
    - Apr, 2026
  • The Step-By-Step Guide to Reinventing Yourself
    LinkedIn
    Apr, 2023
    - Apr, 2026
  • Setting Team and Employee Goals Using SMART Methodology
    LinkedIn
    Mar, 2023
    - Apr, 2026
  • Being the Best You: Self-Improvement Modeling
    LinkedIn
    Nov, 2022
    - Apr, 2026
  • Consumer Behavior: Using Neuroscience to Improve Your Marketing
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Sales: Selling Financial Products and Services
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Virtual Selling for Sales Professionals
    LinkedIn
    Oct, 2022
    - Apr, 2026
  • Build Your Financial Literacy
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • Product Management: Building a Product Strategy
    LinkedIn
    Sep, 2022
    - Apr, 2026
  • Solving Relationship Problems at Work
    LinkedIn
    Sep, 2022
    - Apr, 2026

Experience

  • Ecobank Uganda
    • Uganda
    • Financial Services
    • 1 - 100 Employee
    • Customer Service Manager
      • Nov 2021 - Present

      Supervised and coached a team of customer service representatives, leading to a 60% improvement in team performance. Increased First Contact Resolution rate by 20% within one year, minimizing repeat customer inquiries. Reduced average call handling time by 15% through effective coaching, streamlined procedures. Supervised the maintenance and repair of bank ATM machines, ensuring optimal cash withdraw functionality Cross-sold bank products by 10% through targeted customer service training and coaching. Implemented a new CRM system, achieving smooth transition and a 10% decrease in customer complaints.  Executed several customer instructions among which includes working on transfers (RTGS, EFTS, TTS), salary payment orders and other transactions. Authorized the opening of bank accounts, issuing of cheque books and ATM cards to clients Boosted customer satisfaction by 12%, consistently surpassing regional net promoter score benchmarks.

    • Senior Customer Service Officer
      • Jul 2017 - Nov 2021

      Reduced average call handling time by 10% through active listening, efficient problem identification, and clear communication. Maintained a 98% accuracy rate in processing client transactions and handling CRM data. Interacted with clients in person, over the phone, and through digital channels, addressing inquiries and providing information on banking products Exceeded cross-selling targets by 20% through effective promotion of banking products to existing customers. Reduced client service response time by 30% through streamlining processes and data entry in CRM system. Processed customer transactions efficiently, ensuring compliance with banking regulations. Resolved customer issues and complaints promptly, maintaining a high level of customer satisfaction. Assisted in opening new accounts, processing loan applications, and facilitating other banking services. Increased customer digital banking adoption by 40% through educating customers to use online and mobile banking platforms. Cross-sold banking products such as savings accounts, loans, and credit cards etc

    • Teller
      • Aug 2016 - Jul 2017

      Efficiently handled client deposits, withdrawals and cheque cashing in the banking hall. Balanced cash drawer, maintaining a zero-discrepancy record for 8 consecutive months. Accurately posted all debit and credit client transactions in the bank system. Consistently exceeded daily teller transaction targets, achieving a monthly average of 2000 transactions. Introduced cross-selling techniques, resulting in a 60% increase in sales of bank products and services. Received 50 commendations from customers for outstanding service and problem resolution. Identified and prevented 15 instances of potential bank fraudulent transactions, ensuring the security of customer accounts. Handled client inquiries and resolved issues promptly, maintaining a 60% increase customer net promoter satisfaction rate.

Education

  • 2010 - 2013
    Kyambogo University
    Bachelor's degree, PSYCHOLOGY

Suggested Services

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Industry Focus. “Financial Services”

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