Customer Service Strategic Planning

CURRCULUM VITAE

MARK SERWANGA

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

Email:

***************@*****.***

Kampala - Uganda

PERSONAL DETAILS

Nationality:Ugandan

Date of Birth:04/03/1986

Religion:Christian

Gender:Male

Marital Status:Married

Language:English, Luganda

CAREER OBJECTIVES

Seeking an opportunity to leverage my varsity experience and knowledge in a reputable institution to apply my expertise in teammanagement, strategic planning, and risk assessment to drive revenue generation to foster business growthand exceed Company goals.

PERSONAL PROFILE

A seasoned and dynamic worker with varsityexperience of over 10 years, proficient in driving operational excellence, optimizing financial performance, delivering exceptional customer service, sales and marketing, risk management, compliance. I have a proven track record in enhancing employeeproductivity,streamlining processes, and fostering strong client relationships. I demonstrate strong analytical and strategic planning skills to drive business growth and achieve financial objectives.

PROFESSIONAL EXPERINCE

Prior experience as Bank Manager grantedme the opportunity to successfully grow the bank’s loan portfolio by 30 percent within a year resulting in1.5 billion in additional Branch revenue.

I streamlined the customer onboarding process, achieving a 20 percent reduction in account turn around opening process, fostered a digital penetration campaign which improved active account growth thereby increasing new customer acquisitions by 30 percent and improved customer satisfaction. I spearheaded a proactive sales rhythm campaign, customer service initiative that led to a 30 percent improvement in customer satisfaction ratings, and enabled a robust stablebalance sheet growth and Branch profitability thus getting the best BranchManageraward.

I conducted market research to identify target audiences and develop effective sales and marketing strategies for clients in diverse industries. PERSONAL ATTRIBUTES AND SKILLS

• Strong communication skills bothwritten and oral

• A high degree of professionalismand integrity

• Self-starter and Self-motivator

• Achiever to preset goals

• Time management

• Customer care

• Interpersonal skills

• Team work

• Willingness to learn

• Attentionto detail

• Leadership skills

• Problem–solvingskills

• Ability to work under pressure

• Flexibility

ACADEMICQUALIFICATIONS

YEAR INSTITUTION AWARD

2009 –

2011

Makerere

University

Bachelor of Development Economics

2006 -

2007

Katikamu SDA

Secondary

School

Uganda Advanced Certificate of

Education

2002 –

2005

St. PetersSecondary

School Nsambya

Uganda Certificate of education

WORK EXPERIENCE

YEAR Company Position

2019 - 2024 Absa Bank BranchManager

2017 - 2019 Absa Bank Business Banker

2015 - 2016 Absa Bank Personal Banker

2012 - 2014 Absa Bank Customer Service Advisor

HOBBIES

• Research

• Playing and watching football

• Watching documentaries

• Praying

REFEREES

1. STEPHEN SERUBULA

Member of Parliament–Lugazi

Constituency Tel: +256-***-******

2.Migadde Robert

Member of Parliament – Buvuma Constituency Tel:

+256-***-******

DECLARATION

I SERWANGAMARKdeclarethatthe information given above is true to the best of my knowledge and understanding.

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