MARY NAGAWA

Kampala, Uganda

Cell: +256-********* Email: ad1ep0@r.postjobfree.com

CAREER OBJECTIVE

To establish a rewarding and influential path as a Customer support expert, capitalizing on my expertise and experience to foster continuous professional development. Through progressive career growth and a strong commitment to ensuring customer satisfaction, I aspire to contribute my skills and knowledge to drive customer satisfaction, promote product and service offerings, and enhance operational efficiency, ultimately achieving set goals and objectives.

PROFESSIONAL PROFILE

A results-driven and highly motivated professional with a proven track record in customer service and banking operations. I possess strong communication skills, attention to detail, and a customer-centric approach, ensuring exceptional service delivery and satisfaction. I am adept at promoting products, optimizing operational efficiency, and building long-term relationships with customers and stakeholders.

AREAS OF EXPERTISE

Customer Service and Support Banking Operations and Transactions Relationship Management Complaint Handling and Problem Resolution Cross-Selling and Product Promotion Financial Transactions and Cash Handling Risk Management and Compliance

EDUCATION BACKGROUND

Bachelor of Arts

[2013] Makerere University Uganda

RELATED EXPERIENCE

Organization POSTBANK UGANDA

[January 2022 to ]

Position Customer Service Representative

Key Responsibilities

Resolve customer complaints and issues in a timely and satisfactory manner, ensuring customer satisfaction and maintaining a positive customer experience.

Promote and cross-sell bank products and services, including insurance policies, to customers, effectively communicating their benefits and features.

Receive and process customer instructions, requests, and queries promptly, providing accurate and helpful responses either directly or by directing them to the appropriate departments.

Collect commission and charges accurately for various transactions, such as statement fees, counter leaf charges, draft purchases, standing orders, and interbank transfers.

Issue authorized statements, ATM cards, and drafts to customers, ensuring proper documentation and conducting regular reconciliations to maintain accurate records.

Process account reactivation and closure procedures in accordance with established policies and procedures, including reactivating dormant accounts upon customer request.

Timely send required documents using collaboration tools like SharePoint, ensuring smooth communication and facilitating quick enrolment and mobile banking setup for new customers.

Monitor ATM services, ensuring uptime availability, promptly reporting any issues or malfunctions to the branch manager for replenishment and necessary maintenance

Selected Accomplishments

Successfully resolved a high volume of customer complaints, maintaining a resolution rate of over 90% within the stipulated timeframe, leading to improved customer satisfaction and retention.

Implemented effective cross-selling strategies, resulting in a 20% increase in the adoption of bank products and services by existing customers, contributing to revenue growth and customer loyalty.

Received recognition for providing exceptional customer service, achieving a customer satisfaction rating of 95% based on customer feedback surveys.

Played a key role in training and mentoring new customer service representatives, contributing to their professional development and improving team performance.

Achieved 100% accuracy in collecting commission and charges, ensuring the bank's revenue collection was maximized while maintaining compliance with regulatory requirements.

Played a key role in reactivating dormant accounts, successfully bringing back a significant number of customers and increasing the bank's active customer base.

Organization POSTBANK UGANDA

[January 2015 to December 2020]

Position Banking Officer

Key Responsibilities

●Promote the bank's products and services, effectively communicating their features and benefits to customers.

●Process cash payments and ensure accurate accounting procedures are followed in compliance with banking regulations.

●Develop and maintain strong relationships with bank customers, facilitating regular communication to keep them informed and improve satisfaction levels.

●Provide financial assistance to clients based on their specific needs, including savings, loans, taxes, investments, and securities, enabling informed decision-making and enhancing the bank's credibility.

●Utilize cross-selling techniques to promote additional bank products and services to customers, fostering customer retention and expanding the bank's customer base.

●Verify and authenticate customer identities through reliable sources of documentation and data, ensuring compliance with KYC (Know Your Customer) regulations and managing risks effectively.

●Handle cash transactions, demonstrating integrity to customers and utilizing opportunities to engage them and introduce them to other bank products, enhancing customer satisfaction and loyalty.

●Reconcile daily transactions accurately, ensuring the correspondence between cash inflows, relevant vouchers, and the amount posted in the banking system, promoting compliance and reducing the risk of fraud.

●Safeguard cash and cash equivalents within approved insurance or safety limits, maintaining secure custody through safe rooms and cash holding till/counter, effectively managing cash flow and ensuring security.

●Provide regular reports to management, including weekly and monthly reconciliations in line with the handled products, ensuring balanced suspense accounts and keeping management informed about bank activities.

●Assume the role of an Interim Supervisor during the absence of the immediate supervisor, leveraging banking knowledge and people management skills to enhance team efficiency and competence.

●Handle customer complaints through effective complaint handling, generating and submitting complaint reports to the head office promptly, accelerating problem resolution, and improving customer satisfaction and retention.

Selected Accomplishments

Implemented improved customer identification and verification processes, resulting in a 20% reduction in fraudulent activities and enhancing overall risk management.

Achieved 98% accuracy in daily transaction reconciliation, minimizing errors and ensuring precise accounting records.

Played a pivotal role in managing high-value cash holding within approved limits, maintaining security and minimizing the risk of theft or loss.

Resolved customer complaints with a resolution rate of 95% and received positive feedback for swift problem resolution, contributing to enhanced customer satisfaction and loyalty.

Successfully identified and prevented potentially fraudulent activities by implementing rigorous customer identity verification processes, minimizing financial risks and ensuring compliance with regulatory requirements.

ADDITIONAL EXPERIENCE

Organization TAN TELECOM (MIN FRENCHISE) - UGANDA

[July 2014 - December 2015]

Position Cashier

Key Responsibilities

●Handled cash, credit, debit cards, and checks using electronic scanners and cash registers, ensuring the authenticity of collected payments.

●Maintained cleanliness in checkout areas, creating a pleasant environment for customers and demonstrating professionalism in customer interactions.

●Received and processed transactions accurately, calculating amounts owed, providing correct change, and ensuring proper completion of check slips, resulting in a reduction in error rates and improved transaction authenticity.

●Generated and maintained daily, weekly, and monthly transaction reports, providing valuable insights to management for decision-making and ensuring efficient operations within the team.

●Managed the receipt of purchase requests, goods, and services, preparing payments, gaining comprehensive knowledge of the entire transaction process, improving payment efficiency, and enhancing overall operational effectiveness.

●Oversaw store inventory, maintaining accurate records of available stock and ensuring optimal utilization, resulting in an increase in projected profits and improved business operations.

Organization TAN TELECOM (MIN FRENCHISE) – UGANDA

[April 2014 – June 2014]

Position Customer Care Agent

Key responsibilities

Provided excellent customer care by addressing concerns, promoting products, and ensuring high retention rates through polite and respectful communication.

Analysed complaints and offered appropriate solutions, increasing customer retention.

Built relationships with prospects, expanding the market, and driving sales.

Identified business opportunities and contributed to market growth.

Documented customer interactions, enabling product improvements and enhancing the company's market position.

OTHER SKILLS

Computer Literate Proficient Organizational skills Integrity Time Management Attention to detail Teamwork and collaboration

LANGUAGES

Fluent in English and Luganda

REFERENCES

1.Ms. Faith Kissitu

Manager Credit

Post Bank Uganda Limited

Email:

Mob: +256*********

2.Mr. Bakunda Rashid

Manager Operations

Post Bank Uganda Limited

Email:

Mob: +256*********

3.Ms. Wadiko Monica

Manager Operations

Post Bank Uganda Limited

Email:

Mob: +256*********

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