NAMAGEMBE THELMA BYANJERU

Cell: +256********* – adyz8i@r.postjobfree.com

Summary

A confident self-starter, with good business acumen and the ability to prioritise and balance complex workloads. Thelma is someone with over 5 years of great banking and financial investment experience and professional dignity who clearly understands the operational and development needs ofany organisation.

She has the ability to work with a high degree of autonomy and is able to effectively coordinate a multidisciplinary team. As a confident communicator who is able to deal with people at all levels in an organisation, she has the ability to work as part of a busy team. Right now she is looking to quickly step in to a more advanced relationship management with customer service skill role and is keen to join a department that has a fast paced but friendly working environment.

AREAS OF EXPERTISE

Customer Service Management

Risk management in projects and people

Complaint/query Handling & Resolution

Retail Operations Management

Front-End Supervision

Sales & Margin Improvement

Order Fulfilment

Skills and Abilities

Achieving Milestone.

Strong interpersonal skills.

Ability to work in teams.

Adhere to operational and risk management controls, policies and procedures

Ability to achieve set targets.

Plenty of drive, initiatives and motivation.

Proficient in computer literature, marketing and advertising, multi-task management and sales.

Clear concise writing Skills

Insurance Sales Agent-Prudential Assurance Uganda-Kampala: March 2018-Now

Responsible for identifying sales opportunities for the respective insurance plans and overseeing a portfolio of clients I have brought on board (signed). Doing this by identifying risk management strategies, tracking referrals and handling policy renewals.

Highlights

Contacting potential clients and creating rapport by networking, cold calling and using referrals

Meeting the demand and wishes of Business by selling the Suitable protection plans

Identifying the need of Customers by selling the correct protection plans that satisfy that need.

I have learnt job independence and flexibility with a potentially growing salary

I have greatly improved on my people skills because this job is all about putting the needs of a client and potential client first in the act of identifying their need and matching that with a protection plan to satisfy that need

I have immensely improved and grown in my customer service due to the fact that this role enables one to be in constant contact with their clients. I always have to make sure that my clients are able to reach me or get a hold of me whenever they need me because this means that my clients are much more likely to stay happy, reassured and satisfied.

Customer Service Consultant-Stanbic Bank Uganda Limited-Kampala:

September 2016- December 2017

Responsible for ensuring that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required. Doing this by using judgement and taking decisions within established procedures for each enquiry.

Highlights

Alongside working end to end on all my assignments and any other duties out of my space, I developed great communication skills both speech and written. Have number of times been consulted on how to draft emails to high end customers.

Developed inter personal skills as I interacted with different classes of people and this was both to the external and internal customers.

During this role, I appreciated to what magnitude stellar service can attribute to the bank. This broadened my understanding on the Hi5 service and sale principals.

I effectively managed to multitask as I served so many customers with diverse issues.

Private Banking Administrator-Stanbic Bank Uganda Limited – Kampala: June 2016-July 2016

Responsible for performing intermediate duties and support related to branch operational activities and financial services both at PBB and CIB level; processesall new account transactions; assisting customers in their selection of various accounts and financial services; cross-selling the Bank's products and services.

Highlights

Ran a kyc project and improved the branch from 25% to 99%

Have created and kept a continued record of effective account management (a/c opening and amendments) with a TAT of same day

Grown my relation base to a tune of 82% both external and internal customers as I continue to provide stellar service as a frontline support. Interaction with the relations made helped me obtain and analyse different financial materials e.g. cash flow budgets

Broadened knowledge relating to the different industrial sectors and portifolio managementi.e. oil & gas, public and consumer sector.

Acting Service Manager- Stanbic Bank Uganda September 2015- October 2015

Responsible to lead the inbound and outbound branch network to deliver services, sales retention which aligns to the business and distribution strategies to achieve customer satisfaction and financial objectives.

Highlights

Greatest achievement has been to build a self-reliant team with clearly defined responsibilities and developed key performance indicators to ensure effective and efficient functioning of the branch.

Grown the profit margin of the branch from loss making to now profit making by mainly focusing on the asset and deposit margin lines and this has greatly paid off.

Managed to enhance customer experience by determining and maintaining contact with customers, visiting operational environments, conducting surveys, forming focus group and bench marking best practices which is clearly shown on the branch NPS, sales and service dash boards.

Have improved customer capability relating to the different product services we offer as a bank and this has greatly improved business on both customer side and bank side especially in areas of digitalisation, E-market trading agent banking etc.

Gained great understanding and skill in credit analysis and process

Acting account support officer-Stanbic Bank Uganda Limited – Kampala: September 2013-November 2013

Responsible to analyse existing customer data to identify business opportunities for cross selling, account opening corporate, maintain 100% audit result, investment a/c opening and reconciliation, handle all account amendments.

Highlights

Built a long-lasting relationship with the CIB relationship managers and different business stakeholders this not only eased my work with the CIB team but also has positively helped improve work productivity to all my successors and the branch as well.

Developed decision making and analytical skills which in turn helped me consistently meet all the set targets and expounded knowledge on fast query management.

Started a KYC project as a lead personnel, which I successfully completed in March 2016, this helped me learn and understand the AML regulations with the financial intelligence authority and BOU guideline standards for the different entities.

Teller- Stanbic Bank Uganda Limited-Kampala:

January 2012 to September 2016

Responsible to perform cash transactions, manage customer expectations, carry out cross-selling at very given opportunity and manage queries till they are resolved and customer advised.

Highlights

Developed planning skills, learnt how to prioritise customers as I were expected to serve a customers in less than 5 mins, and still managed to send them off with a smile.

Broadened knowledge on most of the banking products as I was expected to cross-sell at every given opportunity, this in turn helped me achieve the monthly set targets of sales and leads that I had to present.

Improved and developed presentation skills, i was so involved in branch meeting presentations both sales and service this didn’t only broaden my knowledge on bank products, policies, procedures but built my confidence to interact with persons as I was frontline and also now how to present my image when serving a customer.

Achieved a voluntary role as a service champion since had gotten so involved how better can we strengthen the relationships with customers for purposes of retention and referrals’.

Administrator at HGM Investments Ltd: September 2010 to December 2012

Responsible for querymanagement, reconciliation of accounts, trade and security settlement and account opening at the different depositories

Highlights

Enhanced operational performance by coming up with a filing system both manually and in soft copy. This helped collect and secure clients information that hadn’t been well kept for years

I gained reconciliation skills as I had to prepare monthly reports to the finance team.

Handled and organised several meetings.

Customer Care - Warid Telecom: June 2008 to August 2008

Responsible to provide and maintain excellent customer care, record cash received and assist with filing of documents.

Highlights

Developed filing skills that I have made better overtime and used in my future roles held.

Developed inter personal skills as I interacted with different classes of people and this was both to the external and internal customers.

I effectively managed to multitask as I served so many customers with diverse issues.

Manager-Makindye Club: November 2005-July 2007

Responsible for look and feel of the club and customer hospitality

My greatest achievement in here was people management and how to build customer loyalty.

Education and professional training

Bach. of Arts in Ethics and Development Studies Uganda Martyrs University(Nkozi) 2008-2009

Uganda advanced certificate of education Kabojja Senior Sec Sch 2004-2005

Uganda certificate of education Gayaza High School 2000-2003

References

Buhungiro Ruth

Branch Manager

Stanbic Bank Uganda

Kampala, Uganda

Tel:+256*********

Email:adyz8i@r.postjobfree.com

Elizabeth Nattabi Kirumira

Agency Supervisor

Prudential Assurance Uganda

Kampala,Uganda

Tel:+256*********

Email:adyz8i@r.postjobfree.com

Brendah Sylvia Birungi

Senior Administration Officer

Windle International Uganda

Kampala, Uganda

Tel:+256*********

Email:adyz8i@r.postjobfree.com

Contact this candidate