Customer Service Business Development

CECILIA ESAETE

Address: P O Box ** Kampala, Uganda

Email: *********@*****.*** Telephone: +256-***-***-*** BIO DATA

Name: Cecilia Esaete

Sex: Female

D.O.B: 24th/08/1987

Nationality: Ugandan

Languages: English, Kiswahili, Luganda, Ateso, Lugwere & Lugisu Address: Plot 78 Namirembe Rubaga Division, Kampala- Uganda Mob: +256-***-***-***

Email: *********@*****.***

SUMMARY OF EXPERIENCE

I possess over 10 years of progressive experience within the financial services sector in Sales, Customer service, marketing, Risk and Portfolio Management with Stanbic Bank. As the Stanbic Bank Customer Relationship Manager – Affluent Banking, I managed a portfolio of 367 Active Clients with a balance sheet of UGX 6.4 billion and a team of 6 Staff. I possess strong people management, communications and mentoring skills and am able to easily build new positive relationships.

My career interest centres around Business Development, enforcement of Customer service standards, Risk and Portfolio Management, Branch Operations Management, People Management, Trade Finance service and customer relationship management, Sales & Marketing, Strategic planning and policy development, Risk management and compliance Development, Stakeholder Management, Compliance Management, and financial reporting.

I possess comprehensive knowledge of all aspects of Customer service, financial reporting, People management and all major Bankingg trade and management systems. I am flexible, focused and maintain a calm and professional demeanour at all times, even when working under pressure. Looking to further my knowledge and take on new responsibilities and challenges. I am confident that with my skills and experience, I would make an excellent member of your team. KEY COMPETENCIES AND SKILLS

Professionalism

• I am dependable and can be relied upon to observe time, ensure quality and reliable work is done through strict adherence to set guidelines.

Communication

• I have strong oral and written communication ability in English, Kiswahili, Luganda, Ateso, Lugwere & Lugisu dialect with the ability to develop and maintain excellent rapport with the team.

Teamwork

• I possess good interpersonal relationship skills with the capacity to establish and maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.

• The ability to offer guidance, mentoring and leadership to the team Technical Skills

• Excellent Communication & Interpersonal skills

• Hands on Computer skills in all Micro-soft packages

• Training, Presentation & Reporting skills

• Human Resource Management

• Business development & Process Improvement

• Relationship building & Management

• Trade finance

• Customer Relationship Management

• Customer Service

EDUCATION AND QUALIFICATIONS

Law Development Center, Kampala

• Administrative Officers Law Certificate, 2023.

Makerere University, Kampala

• Bachelors of Social Work and Social Administration, 2010 Pallisa Senior Secondary School

• Uganda Advanced Certificate of Education (UACE), 2006 Great Aubrey Memorial College

• Uganda Certificate of Education (UCE), 2004

TRAININGS/CERTIFICATES

• Customer service Standards – 2021 Standard Bank

• Risk management – 2020- Standard Bank

• Relationship management Course – 2019 Standard Bank.

• Sales the Standard Bank Way -2014 Stanbic Bank

• Ugandan Occupational Health and Safety Act 2006 Compliance Course – 2016 Stanbic Bank WORK EXPERIENCE

Employer: Stanbic Bank Uganda Limited

Job Title: Relationship Manager – Affluent Banking Period: August 2020- 16th May 2023

Duties and Responsibilities

• Contributed to the daily assessment of risks associated with the day to day running of the branch and contribute to implementation of risk mitigation measures in line with the bank’s policy.

• Build a service Culture around the Branch by managing the adherence of service standards

• Custodian of query management by capturing of queries, managing the turn around time of query resolution and escalate unresolved queries to the Branch Manager or regional service Manager.

• Contributed to the business development function in the branch towards achieving a significant impact on the bank’s bottom-line

• Maintained a comprehensive database of existing relationships/prospects

• Identify customer needs/buyer values and proactively seek to provide products/services to meet the identified needs

• Reviewed applications for credit facility (in line with the Bank’s policy) and make appropriate recommendations/decisions

• Managed assigned credit portfolio and monitor the quality of existing credit relationships on a continuous basis

• Analyzed and screened applications for credit based on the Bank’s credit risk procedures

• Initiated and carried out recovery action on non-performing credit facilities on assigned accounts

• Regularly contacted customers via telephone calls and physical marketing visits to obtain feedback on service quality and customer satisfaction levels

• Ensured timely resolution of customer complaints and queries

• Assisted customers in the account opening process

• Prepared monthly activity and performance reports for Branch Business Manager’s attention

• Supervise and coordinate the activities of subordinate staff

• Established performance objectives and targets for account officers and prepare timely and objective performance appraisal on them

• Agreed on performance contracts for direct reports and provide monthly performance feedback to maintain performance at required levels.

• Managed succession planning and identified key talent. Key Achievements

• Asset Sales performance of 5.4 billion Ugandan Shillings (UGX) against individual sales budget of 6 billion Ugandan Shillings (UGX)

• Liabilities growth i.e., 3.2 billion Ugandan Shillings (UGX) against a target of 4 billion Ugandan Shillings (UGX)

• Increased cross sell ratio in the Local Market Initiative Areas (LMI’s) by 78%

• People Management

• Satisfactory customer survey feedback

• Satisfactory Audit Results

Employer: Stanbic Uganda Limited

Job Title: Executive Banker

Period: May 2020 - July 2020

Duties and Responsibilities

• Handle account opening and loan processing queries and complaints as per laid down process and procedures

• Adhered to the KYC policies and guidelines for both account opening and loan origination documents

• Cross sol banking products to our existing customers

• Identified migration opportunities and sell appropriate products or services accordingly

• Ensure deep understanding of Customer’s demographics through regular interaction with clients

• Ensured effective query management and customer feedback

• Ensured customer service expectations are met or exceeded

• Managed credit and operational risk in account opening and loan processing as per laid down procedures

• Managed all audit and risk parameters for Branch sales processes and documents. Resolve all audit and risk findings as and when they arise.

Key Achievements

• Opened 50 new to bank accounts against a target of 24 accounts in three months with a value of 1.2 billion Ugandan Shillings (UGX)

• Asset sales of 1.2 billion Ugandan Shillings (UGX) against a target of 1.6 billion Ugandan Shillings

(UGX)

• Balance sheet growth from 2.5 billion Ugandan Shillings (UGX) to 4.6 billion Ugandan Shillings

(UGX)

Employer: Stanbic Uganda Limited

Job Title: Personal Banker

Period: June 2014 - April 2020

Duties and Responsibilities

• Adhered to the service standards and provide excellent customer service

• Identified customer needs and match them with appropriate banking solutions

• Fully informed customers of their rights and obligations to the bank as per the Consumer Protection Guidelines (including but not limited to product pricing, facilities terms & conditions and transactional fees)

• Collected account opening documents and submit them to the Account Analyst for account opening as per laid down procedures

• Received and verified account transfer and amendment documents and submit them to the Account Analyst for processing as per laid down procedures

• Received and processed loan documents within agreed timelines and as per laid down procedures

• Explained credit loan facility options and qualifying criteria to customers; and support customers in the completion of credit application information requirements

• Handled account opening and loan processing queries and complaints as per laid down process and procedures

Key Achievements

• Opened 890 Accounts against a target of 320 Accounts with a value of 2.1 billion Ugandan Shillings (UGX)

• Assets Value of 189 loans against a target of 120 loans with a value of 2.8 billion Ugandan Shillings (UGX)

• 89% penetration in all schemes especially local governments of Soroti, Busia, Pallisa, Namayingo, Bududa, Mbale, Sironko, Bulambuli, Kapchorwa, Bukwo, Bukedea, Kumi Ngora and all other neighboring Districts in the East.

• Beyond excellence awards in sales excellence, Client Obsession and Flawless execution in 2019,2020 and 2021.

REFEREES

• Okonye Fixon Akonya (Dr)

Internal Auditor General, Ministry of Finance, Planning and Economic Development P.O. Box 8147 Kampala. Tel: +256*********

Email ***********@*****.***/*****.******@*******.**.**

• Ms. Hilda Machyo

Business Development Manager, Stanbic Bank Uganda Limited P.O. Box 7131 Kampala. Tel: 078*******

Email: *******@*******.***

• Mr. Alfred Okech

Country Director, War Child Canada

P.O. Box 2911 Kampala Tel.+256*********

Email: ******@********.**

DECLARATION.

I declare that the information contained in this document is true, accurate and honestly describes my education, skills, experience and competency

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