Experience

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  UAP Old Mutual Uganda

  • Block A, Nakawa Business Park, Plot 3-5 Port Bell Road, Nakawa, Kampala, Uganda

  • Customer Experience Manager

    • Jul 2021 - Present
    • Block A, Nakawa Business Park, Plot 3-5 Port Bell Road, Nakawa, Kampala, Uganda

    • Development, Implementation and Review of the Customer Service strategy• Spearheading the different Customer Relationship Management initiatives to create Brand Ambassadors through Customer Advocacy translating into profitability and sustainable Business Growth• Stakeholder Engagement and Management• Overseeing the timely resolution of Customer Complaints in line with Regulatory Standards and relaying feedback in due course

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  Pride Microfinance Limited (MDI)

  • Block B, Victoria Office Park, Plot 6-9 Kiwanuka-Okot Close, Bukoto, Kampala, Ug

  • Ag. Customer Service Manager

    • Dec 2019 - Jul 2021
    • Block B, Victoria Office Park, Plot 6-9 Kiwanuka-Okot Close, Bukoto, Kampala, Ug

    • Leading the Branches in delivering exceptional customer-service for continuous retention and growth of the customer base through snap visits to Branches, conducting Induction and Refresher training, sharing regular customer-service tips, Recognition of exceptional performers• Coordinating the timely handling, follow-up, tracking and resolution of all complaints raised from Branch Teams, Head Office, Toll-Free Helpline, Social Media (Facebook, Twitter) and e-Mail as per the FCPGs (2011); Relaying feedback and maintaining an active Register for future reference• Business Growth through continuous mobilization of ordinary & fixed deposits through courtesy calls, visits, SMS, e-Mail; Relationship Management of business partnerships for IMTs, ATMs, MobileMoney, Transaction Alerts and 3rd Party payments; Compilation and sharing of all potential sales leads and following up for closure• Coordinating annual CSR and Customer-Week activities to appreciate clients, increase awareness of the value proposition and enhance the corporate image - alongside financial literacy workshops; marketing the product and services portfolio on Radio & Tv shows• Timely preparation and submission of accurate and regular Performance Reports using different Data Representation methods to branches and management• Chairing the quarterly Customer Service Steering Committee to re-assess the state of client satisfaction, formulating strategies to keep enhancing customer experience and developing apt recommendations to management in that pursuit• Ensuring high performance of direct reports through support, mentoring and coaching to improve productivity and build product knowledge; ensuring improved adherence to operational controls; participating in the Employee Engagement Surveys; Leave administration; Reviewing and maintaining Performance Agreements; Monitoring Performance Appraisals• Record keeping of Meeting Minutes, Branch Performance Reports, Customer Complaint acknowledgement letters

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  Centenary Bank

  • Mapeera House, Plot 44-46 Kampala Road, Kampala, Uganda

  • Customer Service Officer

    • May 2016 - Apr 2018
    • Mapeera House, Plot 44-46 Kampala Road, Kampala, Uganda

    • Attending to customers across the different touch-points: Toll-Free Helpline, Telephone, Switchboard, Social Media (Facebook, Twitter, WhatsApp) and e-Mail to maximize FCR• Timely resolution of customers’ queries and complaints through capturing them in the SAP-CRM system by resolving or escalating them to the relevant support team and relaying timely feedback as per the FCPGs (2011)• Sensitization of clients and stakeholders to create awareness about the Bank’s products and services portfolio in light of the KYC standards and guidelines; KFDs and Tariff Guide• Driving Business Growth and Development to increase the Bank’s revenue through generation and escalation of Sales leads (Accounts, Loans, Forex, Fixed Deposits, etc) to the various support units for closure• Monitoring the operation of ATMs and attending to their different service issues: minimizing downtime by reporting service outage or related issues to the Technical Teams; protecting customers' funds by blocking stolen/lost/misplaced Cards• Timely preparation and submission of weekly and monthly Performance Reports to Management using different Data Representation methods for business analysis and tracking of productivity• Developing and highlighting various recommendations and innovations based on emerging issues for Business Process improvements and organizational development• Designing and executing surveys about internal and external customer experience and usage of the bank’s products and services to ensure adherence to the Customer Charter and various standards and policies• Participation in different customer out-bound exercises like the Inactive or Dormant Accounts, MobileBanking usage to drive non-credit income and revenue• Participation in the different sensitization campaigns like the annual Customer Week, Events and Exhibitions• Supporting in the organization of and participation in the annual CSR activities like the Rotary Cancer Run, Masaza Cup, CBS PEWOSA

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  Service Cops Uganda Ltd.

  • Call-Centre Supervisor

    • Aug 2015 - Apr 2016

    • Managing the call-centre team's work schedules and publishing them for every Agent to be sure when they are supposed to work and to manage any emergencies that may arise• Conducting monitoring and evaluation of the Agents' productivity to ensure that the bank's targets standard quality of the interactions is maintained• Carrying out In-Bound and Out-bound staff new and re-fresher trainings, induction and orientation so that the Agents are ready and equipped with adequate information while interacting with customers• Preparation of daily of daily, weekly and monthly reports to be forwarded the client's management for operational and tactical decision making• Presentation of the project-productivity report at the periodic meeting with the client's management officials and relaying any necessary feedback to the team• Any other duties as and when assigned

  • Call-Centre Officer

    • Aug 2012 - Jul 2015

    • Attending to customers' complaints and enquiries that came through the client's customers; and immediately handling those that needed first-call resolution or escalating to the client's management those that needed follow-up• Documentation of every single call/customer-engagement in the CRM (Customer-Relationship Management System) and forwarding the raised issues to management for resolution and management review• Liaising and interacting regularly with the client's back-office team and the Call-Centre Quality Assessors during the 'Snap Check' and Assessment sessions, as well as the Refresher Training.• Participation in other clients' projects like Dormant Accounts Re-activation and upgrading of customers' Transaction-Alerts, among others• Any other duties as and when assigned

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  Uganda Breweries Limited

  • Port Bell Road, Luzira, Kampala.

  • Intern

    • Jun 2012 - Jul 2012
    • Port Bell Road, Luzira, Kampala.

    • Monitoring the sales volumes of UBL beverages all over Hotels/Bars/Pubs and other customers in the Central Business District and advising accordingly through weekly reports to the Customer Relationship Managers• Monitoring of the company coolers (refrigerators) at the various customer premises to ensure they’re in a perfect working condition• Any other duties as and when assigned