Customer Service Care
Resume:
Curriculum Vitae
Samantha Matama Irumba
Tel. +1-443-***-****
Profile
I am a professional with over 10 years’ experience in mainly Procurement and Administration. My versatility and ability to adapt to a high-pressure environment gives me upper hand as the candidate you should employ. I am also a results-driven professional with experience in Report writing, research and proposal writing, policy briefs, good skills in data analysis, good judgmental skills, excellent knowledge in computer skills and managing and being accountable for the department’s budgets. With my dedication, drive for perfection and maximum exposure to Administrative and Operational challenges in various demanding professional environments makes me the ideal employee. I continuously expand my own skills and knowledge through further education and utilize my full potential with a view to remaining relevant to tackle the ever-growing changes, challenges and demands facing today's administrative and procurement professionals. Core Qualification
Administrative management
I also possess strong interpersonal and client relationship skills including verbal, listening, negotiating, problem solving, and decision-making skills, good analytical skills and time management.
Due to my experience over the years I have attained professional skills in correcting and correlate departmental annual reports, making departmental minutes and filing, proposal writing and making departmental presentations to the board and various stalk holders. Procurement Activities
Over the course of 10 years, I have been able to manage administrative and operational duties. This was mainly to use procurement procedures to solve business problems and to manage customer needs, which includes timely delivery of quality products at the lowest possible cost, select and evaluate the performance of suppliers and oversee the customs clearing process. Through this, procurement activity integrity, low supplier prices, timely clearance of products, processing necessary clearing documents, excellent customer care, verification of quantification of orders, ensuring quality and Productivity Improvement were all realized. Business Continuity
With my level experience, I have contributed towards ensuring business continuity in the various Organizations I have worked in; starting with the creation of business continuity plans up to implementation of the plans so that in the event any of my colleagues were not able to work, there would be someone to stand-in for them. I also have experience in Disaster recovery right from the basics of document loss up to physical destruction of equipment. Procurement and Customer Service
I have experience supervising all activities of a procurement function, developing a process of coordinating the processing of the assigned customer orders, submitting final invoices to the Accounts and Finance department, conducting a comparative analysis on supplier prices, closely liaising with the clearing agents, verification of the required orders are within the agreed budget, responding to customer needs and orders promptly, to mention but a few. Also with my experience I am able to achieve several other goals like reducing costs, maximize profits, good customer care, working under minimum supervision and tight deadline, self-motivation and being results- oriented.
Technical Skills
Skill Experience
Contract management • Contract administration right from when the contract is awarded up to when payments are made
Strategic sourcing
• Continuously improving and re-evaluating the
purchasing activities using various techniques; Market analysis, Demand planning
Project management • Applying of knowledge, skills, tools and techniques to a broad range of activities in order to meet the
requirements of a particular project through Project initiation, definition and planning, execution,
performance and control, closure
Statistical Analysis • Simulation of data and creation of relevant and usable day-to-day models using STELLA
• Data collection and Statistical analysis using
Statistical Package for the Social Sciences (SPSS) Education Background
Bachelor of International Business – Makerere University (2009) Work History
• Ministry of Agriculture Animal Industry & Fisheries – Procurement Officer (June 2018 to Sep 2023)
• Roofings Rolling Mills – Procurement & Logistics in Charge - (January 2014 to April 2018)
• Hima Cement Limited – Customer Service Officer (April 2011 – December 2013)
• Neptune Software Group – Business Development Officer (January 2010- March 2011)
• SDV Transami – Customer Service Officer (July 2007- December 2009) Ministry of Agriculture Animal Industry & Fisheries – Procurement Officer (June 2018 to Sep 2023) Ministry of Agriculture, Animal Industry and Fisheries is a Government Ministry charged with creating an enabling environment in the Agricultural Sector. It is commonly known as Ministry of Agriculture and carries out its role by enhancing crop production, improving food and nutrition security, widening export base and improved incomes of the farmers.
The Ministry is the overseer of the Agricultural sector where it formulates, reviews and implement national policies, plans, strategies, regulations and standards and enforce laws, regulations and standards along the value chain of crops, livestock and fisheries.
Position; Procurement Officer
Duties
• Estimate and establish cost parameters and budgets for purchases
• Handling procurement and logistics within donor funded projects and programs
• Create and maintain good relationships with vendors/suppliers
• Make professional decisions in a fast-paced environment
• Maintain records of purchases, pricing, and other important data
• Review and analyze all vendors/suppliers, supply, and price options
• Develop plans for purchasing equipment, services, and supplies
• Negotiate the best deal for pricing and supply contracts
• Ensure that the products and supplies are high quality
• Maintain and update list of suppliers and their qualifications, delivery times, and potential future development
• Work with team members and Head Procurement to complete duties as needed
• Undertake business needs assessment, supply market analysis and commercial risk assessments to inform procurement planning and sourcing decisions
• Develop, co-ordinate and lead sourcing activities to establish supply arrangements that meet business needs
• Develop and administer contract management plans, negotiate changes and modifications, supplier performance management and compliance requirements through effective supplier relationships to enhance business outcomes
• Plan and lead contract negotiations in the establishment and review of supply arrangements to deliver value for money procurement outcomes
• Partner with staff from across the organization providing high level advice and guidance to build expertise in procurement, provide governance and improve procurement practice and outcomes
• Identify, manage and mitigate procurement risks to enable the organization to meet its obligations and maximize business opportunity
• Document procurement processes, decisions and contractual arrangements fully to provide an audit trail for probity and audit purposes
Professional Experience
Roofing Rolling Mills Limited: January 2014 – April 2018 Roofings Rolling Mills Ltd is the biggest Roofing products manufacturer in Uganda and currently holding the largest market share in the country.
Position: Procurement &
Logistics in Charge
Duties
• Ensuring that the procurement and selection of suppliers and purchases are observed and adhered to at all stages of the procurement process as per the Standard Operating Procedures.
• Managing, issue, receipt and opening of bids, expression of interest and proposals from potential service providers, contractors and suppliers
• Actively participating in the Evaluation exercises (expression of interest, Quotations, bids and proposals) and ensuring adherence to procedures and guidelines
• Providing timely technical advice on procurement to the different stakeholders
• Preparing of Contracts, orders for review by the authorized signatories
• Supporting contract management through monitoring orders of supplies, goods and works progress and delivery schedules and pointing out any shortcomings (in delivery, cost, quality and contract administration) to the line manager.
• Managing the procurement and disposal unit archive by ensuring proper referencing and keeping up to date procurement files for each procurement /disposal carried out as per the Standard Operating Procedures.
• Keeping an up to date suppliers data base and conducts regular search for alternatives
• Preparing procurement progress reports, procurement monthly, quarterly reports and annual reports
• Developing, prepare and update the procurement and Disposal plan.
• Updating and maintaining complete procurement files and records including all correspondence related to procurement activities and ensure that the records are safeguarded and properly kept for future reference
• Organizing pre-bid or Pre-proposal meetings and negotiation meetings.
• Participating in the preparation of bidding documents, request for proposals, supplier’s shortlist and other documents based on relevant procedures for the procurement of goods, works and supplier services and do recommendations where necessary.
• Advising suppliers of defective goods delivered and arranges necessary follow-ups
• Checking suppliers’ invoices, delivery notes and any other relevant documents verifies them/submits them for payment.
• Following up with Accounts on payments to ensure they are done in time as per the terms and conditions. Hima Cement Limited: April 2011 – December 2013
Hima Cement Ltd is the biggest cement manufacturer in Uganda and currently holding the largest market share in the country. It is a subsidiary of the LAFARGE group (leading multinational cement and Construction Company) that currently holds majority shares at Hima (Kasese, Tororo and Namanve). Position: Customer Service
Duties
Communicating with clients and customers about their experiences with a product or service
Providing advice on purchasing products or services
Answering client or customer questions about properly using or accessing a product or service
Taking or processing orders for a product or service
Listening to customer or client complaints or concerns and working to resolve their issue Staff Supervision
Overseeing the activities of the department responsible for purchases. Assigning duties to each member in the department of the staff and reviewing the work. Drawing up a plan for the purchase of equipment, services and supplies. Assisting the procurement manager and human resource manager in recruiting the right people in the department and train them in line with the procurement policies of the company. Product Purchases
Purchasing of products and services in the organization. Working with the manager to approve the best products or services that have low prices after reviewing and analyzing all options.
Ensuring the products purchased are of high quality regardless of the price. With a budget of 40 billion Uganda shillings (for all offices), I assisted the Procurement manager with funding all procurement.
Data Handling
Maintaining accurate records of purchases and pricing. Managing the inventories of the products or services in the organization.
• Keeping all relevant information concerning the organization’s suppliers such as the suppliers’ Qualifications, delivery times, potential development and products. Communication with Suppliers
Maintaining a link between the company and suppliers by maintaining good relations Searching for interested suppliers and assisting the manager negotiate the best deal for the company.
Product Purchases
Purchasing of products and services in the organization. Working with the manager to approve the best products or services that have low prices after reviewing and analyzing all options.
Ensuring the products purchased are of high quality regardless of the price. With a budget of 40 billion Uganda shillings (for all offices), I assisted the Procurement manager with funding all procurement.
Data Handling
Maintaining accurate records of purchases and pricing. Managing the inventories of the products or services in the organization.
• Keeping all relevant information concerning the organization’s suppliers such as the suppliers’ Qualifications, delivery times, potential development and products. Communication with Suppliers
Maintaining a link between the company and suppliers by maintaining good relations Searching for interested suppliers and assisting the manager negotiate the best deal for the company.
Neptune Software Group; January 2010- March 2011
Neptune Software is one of the largest I.T companies in Uganda specialized in developing software for financial institutions mainly banks and micro finance organizations. It is wide spread in African countries like Nigeria, Kenya, Tanzania, and Rwanda. One of the software commonly used in Ugandan banks is Rubricon.
Position: Business Development Officer
Duties
New Business Development
Determining prospects for potential new clients and turn this into increased business by meeting potential clients and growing, maintaining, and leveraging the existing network. Identifying potential clients, and the decision makers within the client organization in order to research and build relationships with new clients.
• Set up meetings between client decision makers and company’s practice leaders/Principals.
• Planning approaches and pitches by working with my team to develop proposals that speak to the client’s needs, concerns, and objectives.
Participating in pricing the solution/service.
Handling objections by clarifying, emphasizing agreements and working through differences to a positive conclusion.
Client Retention
Presenting new products and services and enhancing existing relationships. Working with technical staff and other internal colleagues to meet customer needs. Arranging and participating in internal and external client debriefs. Business Development Planning
Attending industry functions, such as association events and conferences, and providing feedback and information on market and creative trends. Presenting to and consulting with mid and senior level management on business trends with a view of developing new services, products, and distribution channels. Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
• Using knowledge of the market and competitors, identifying and developing the company’s unique selling propositions and differentiators.
Management and Research
Submitting weekly progress reports and ensuring data is accurate.
• Ensuring that data is accurately entered and managed within the company’s CRM or other sales management system.
Assisting the manager forecast sales targets and ensuring they are met by the team. Tracking and recording activity on accounts and help to close deals to meet these targets. Working with marketing staff to ensure that prerequisites (like prequalification or getting on a vendor list) are fulfilled within a timely manner. SDV Transami; July 2007- December 2009
SDV Transami is the biggest logistics, transport, clearing and forwarding company in Uganda and currently holding the largest market share in the country. It is a subsidiary of the BOLLORE group (the leading multinational logistics, clearing and forwarding company) that currently holds majority shares at SDV Transami (with offices at Spear-Nakawa Kampala, Busia, Malaba, Entebbe Airport). Position: Customer Service Officer
Duties:
Principal Accountabilities
Managing import and export office in such a way that all deadlines can be met and all clients are satisfied.
Managing import and export processes in a cost effective and efficient way.
• Ensuring the company’s compliance to all regulations regarding Imports and Exports.
• Managing contracts with external suppliers ensuring support to SDV’s cost saving and cost avoidance objectives – including review of existing Import / Export supplier contracts. Managing all financial duties regarding import and export processes in an effective and responsible way.
Building strategic, professional and ethical relationships with internal clients and external entities in the industry.
Maintaining effective and professional relationships with external entities. Ensuring compliance with SDV and BOLLORE policies, procedures and IT standards. Assisting management in developing of procurement policies, procedures, processes. Accurate and timeous reporting of relevant management information to Strategic Procurement and Manager.
Monitoring and assisting with the daily running processes in the Import and Export department. Managing, controlling, checking or assisting with issuing of all Import / Export documents. Managing staff of Import / Export Unit (the import and export officers). Financial Accountabilities
In possession of hand cheques that must be issued on a daily basis to make payment to airlines, freight agents.
• Processing of finances daily on import duties, freight charges. All expenses carried on the Imports suspense account were to be reversed to every OU’s suspense account at month end. All expenses recorded on OU’s spreadsheets and filed with proof documentation in each OU’s file which would be attached to journals at month end going to each OU’s financial manager. Produce month-end statements to financial managers to clear suspense accounts in time. Control running expenses on project.
With a budget of 10 billion Uganda shillings (for all offices), I assisted the Procurement manager with funding all projects right from purchasing equipment, license purchasing to smaller operational costs.
Non-Financial Accountabilities
Managing Import / Export Officers and assistants
Planning and implementing import/export strategies and activities consistent with overall aims and requirements staying cost effective to organization. Meeting import/export deadlines
Maintaining high level of accuracy concerning customs procedures and avoiding penalties Difficult customer management and coping with huge workload Languages
• English Fluent
• French Conversational
• Runyankole Fluent
References
• Gordon Sengendo
Procurement Manager
HIMA Cement
******.********@*******.***
• Edgar Mugume
Business Development Manager
Neptune Software
*****.******@*******.***
• Muhwezi Deus
Commissioner
Ministry of Agriculture Animal Industry and
Fisheries
*******.****@*****.***
• Innocent Bwengye
ASS. Manager
Roofings Rolling Mills
********.*******@***.**.**
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