Candidate Profile

PERSONAL STATEMENT A hardworking individual with five years’ experience in the banking sector. I am an excellent planner, team player, motivator and organizer which skills have enabled me to effectively and efficiently diffuse problem situations with tact. I have knowledge of Tally Release 5.4, Fox-Pro, Proficiency in SAP, in MM Module and FICO Module and SAP Consultant Development Programs on SAP R/3 4.7E MM Module and BIW Module as well as the ability to work long hours on end. My attention to detail and excellent time management skills means that every task is completed efficiently and to the highest possible standard. I have excellent communication skills both orally and verbally and pay greater attention to detail in my work. I am dedicated and keen to learn new skills to improve any experience for the benefit of me and the company that  i work for. I am very motivated person who is very keen to have a successful career. I am now looking forward to  making a significant contribution to an institution that offers a genuine opportunity for progression.

EMPLOYMENT HISTORY January 2018 – March 2019 Accounts service officer/Chief teller, DFCU Bank In this role, I was responsible for supervising a line of tellers who process a variety of financial transactions such as cashing of cheques, withdrawals and deposits as well as loan payments in addition to scheduling the tellers to cover the bank’s needs. My duties were maintaining a cash drawer, supervising other bank tellers, motivates other tellers as well as training the new tellers as well as crafting new sales proposals, scheduling product memos and contacting customers to answer queries. • Balanced currency, coin, and checks in cash drawers at ends of shifts, and calculated daily transactions using computers, calculators, or adding machines. This improved my score card by not registering any cash shortages and excesses. • Cashed checks and paid out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds. This resulted into good customer service to the clients and over pay-out have been eliminated. • Examined checks for endorsements and verified other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents. This ensured that I carry out key fact details in regard to the clients has impacted on the bank’s profitability because there is no loss of funds. • Identified transaction mistakes when debits and credits do not balance as well as explaining, promoting, or selling bank products or services such as account opening, money orders, and cashier’s checks, using computerized information about customers to tailor recommendations. This increased on the banks market base through cross selling to both new and existing customers.

February 2017 – December 2017 Customer service officer, DFCU Bank While here, I was in charge of finding ways to attract potential clients by answering product and service questions, suggesting information regarding other products and services, process orders, prepare correspondences and fulfill customer needs to ensure satisfaction. • Handled customer complaints and queries which saw customers’ issues and concerns would be resolved hence improving organisation reputation. • Carried out data entry which helped the organisation to keep track of its customers and those that would have left their accounts to dormant. • Improved the banks capacity to compete for deposits and increase on its asset and balance sheet through account opening. • Promoted excellent customer relationships by resolving customers’ queries on both mobile and landline in a call centre environment. This provided instant feedback to customers on any form of misunderstanding thus led to customer retention.  • Supported effective communication between Bank and its customers through making out bound calls to ensure that customers are satisfied with our products. This provided information about customers’ needs for better satisfaction. • Resolved customer complaints by identifying problems and taking appropriate corrective action – resulting in 50% increase in department’s efficiency. • Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback from customers. • Improved the effectiveness of customer service department 20% by providing training for and setting up training materials. • Integrated a complex customer feedback system that took feedback and complaints from customers to manage the system better. • Increased 55% customer base by providing training to new customer service representatives. • Reduced 30% customer complaints through the implementation of a dedicated complaint handling cell to cater to escalated grievances. • Retained a corporate client (who was a victim of bad customer services from a customer service representative) by providing him with incentives  • Organized service workflow to meet the influx of customers, thereby streamlining workflow issues. • Wrote an employee’s manual on the Dos and Don’ts of customer service.

April 2015 – February 2017 Supervisor/Branch operations officer, Crane Bank (U) Ltd During my tenure here, I aided senior bank staff in ensuring the smooth running of daily branch operations and keeping a high standard of operational control especially in the areas of customer. My duties were supporting the process for account opening and validation, contributing to efficient delivery of customer requests, monitoring of daily account movement as well as maintaining cooperative and productive work atmosphere. • Ensured that all cashiers cash tally which helped the tellers to delight in what they do by not incurring loses that would lead to dismissals. • Carried out verification of vouchers and ensured the safe custody of security items which includes items like customer land titles, cash hence boosted my honesty as a staff.
• Supported the process for account opening and validation in system as effective as possible. Making sure documents submitted by front officers are accurate and valid. Took action to follow up in case provided documents are not complete. • Uploaded the specimen signature form, signed by proper discretionary holder(s) on timely manner.  • Contributed to efficient delivery of customer requests, including, issuance of cheques book, cheque activation, bank confirmation (i.e., scheduled account statement printing…), etc. • Maintained a proper control of sales kits and stock for passbook, FD certificate, blank cheques book, brochures, etc., take action to report and request for the new stock as necessary.  • Support and handled complex customer’s issues in supporting sales area while executing excellent customer service principles.

February 2012 – May 2012 Site manager, Chinese Xiangx Construction Company. While here, I oversaw the day to day running of the construction project through directing contractors and subcontractors, managing timelines to ensure timely completion of the project as well as consulting with clients. • Distributed and stored building materials which helped to maintain a good rapport with the employees. • Analyzed and presented data from the field which ensured construction was able to be done within the stipulated time. • Carried out supervision and monitoring of construction work, this ensured that no suppression of any construction materials was tampered with during my reign. • Provided financial management information by preparing financial status analyses, reports and budgets which I submitted to my superiors. Through provision and implementation of this information, I was able to control costs and contribute towards the increase in profit margins and sales turnover of the business • Supervised and monitored day to day company operations which mainly included keeping track of stock and ensuring that the site was equipped with all the requirements. • Developed a robust system that allowed for tracking performance progress. This improved both the performance and reporting of the company

June 2012 – July 2012 Assistant Accounts Clerk, Mukono District Local Government. My duties while here were keeping district financial records updated, preparing reports and reconciling bank statements, provided accounting and clerical assistance, preparing bank deposits, as well as assisting in maintaining accounting documents and records. • Reconciled books of accounts which helped to avoid errors that would have been an audit issue. • Carried out data base management and administration which helped to keep the district records in check. • Generated quarterly reports and had them submitted to the manager.

EDUCATION 2010 – 2013 Bachelor’s Degree in Business Administration Uganda Christian University 2008 – 2009 Uganda Advanced Certificate of Education Mengo Senior School 2001 – 2004 Uganda Certificate of Education St Leos College Kyegobe 1994 – 2000 Primary Leaving Examination Shimon Demonstration School REFEREES 1. Mrs. Daphine Kabagonza Customs, Uganda Revenue Authority +256 772380924 2. Miss Namara Dina Process Accountant East African Breweries +256 782001013 3. Mrs Martha Muhumuza Sabiiti Branch Manager Housinng Finance Bank Mobile: +256 774726054 CERTIFICATION I, the undersigned, certify that to the best of my knowledge and belief, this data correctly describes me, my qualifications, and experience.   Signed Muhenda Daniel