ACADEMIC BACKGROUND
Bachelors of Science Technology of Kyambogo University.
Field of Physics 2007-2010
PROFILE
Worked over six years in telecom industry where I served under customer service section and later as operations supervisor under the mobile commerce department commonly referred to as Airtel money. I am competent in the areas listed:
- Corporate/individual client relationship management
- Account reconciliation
- People management
- Cross-functional teamwork
- Customer Complaints Resolution
- Incident management
- Reporting (Qualitative and Quantitative)
- Inventory management
- Supervision of business support functions
EMPLOYMENT HISTORY
AIRTEL MONEY OPERATIONS SUPERVISOR
Airtel Uganda (Telecommunications Company)
November 2018 – July 2020
Basic Function;
Responsible for collaboration with all business wings i.e. finance department, Risk, compliance, Customer service, and corporate clients to ensure efficient running of airtel money business.
Main Duties;
- Incident management: regularly formed a bridge for IT and other stakeholders to resolve incidents on the platform as and when they arose.
- Effective management of KYC Compliance for channel partners.
- Coordinate liquidation of partner airtel money accounts on a daily basis.
- Liaise with corporate partners to ensure timely replenishment of partner disbursement accounts.
- Conduct user acceptance tests on behalf of Airtel prior to go-live.
- Escalate partner/customer grievances to stakeholders as per established matrix.
- Participate in the formulation and review of Airtel Money processes periodically.
- Record and report any system breach to stakeholders, follow up to the point of resolution.
- Ensure proper warehousing and archival of channel partner KYC documents.
- People management, Continuous training of operations team and conducting performance appraisals.
RETAIL SUPERVISOR
Airtel Uganda (Customer service department)
August 2014 – September 2018
Basic Function;
Tasked with management of service center operations to achieve company’s customer service standards and set profit targets.
Main Duties;
- Ensure excellent and efficient service delivery at the shop aligned to Airtel service standards.
- Stock inventory management at store level and individual CSR agents.
- Receive and respond to escalated queries and complaints from Customer service agents, work with concerned functions for quick resolution where required.
- Identify and highlight any security gaps for immediate closure
- Receive communication on new products and services and cascade effectively to the team at service Centre level. Identify training gaps and recommend trainings to ensure that they are closed.
- Make recommendations to management in terms of sales and service improvements. Develop, communicate and enforce stock holding procedures.
- Monitor and highlight any staff disciplinary issues.
- Follow up on system downtimes for speedy resolution
- Prepare and submit reports on daily performance of the service Centre.
- Prepare daily/weekly/monthly Sales and service reports on shop operations.
CUSTOMER SERVICE REPRESENTATIVE
Airtel Uganda (Customer service department)
August 2014 – September 2015
Basic Function;
Tasked with receiving and attending to individual and corporate clients’ complaints and queries over the counter.
Main Duties;
- Contribute towards shop profitability by archiving individual sales targets of every month.
- Build and maintain a good work relationship with other functions, use it to promote quality customer service.
Anticipated customer concerns and offered practical solutions to resolve them
SALES SUPPORT AND DATA ENTRY EXECUTIVE
K-Files limited (Attached to Airtel sales department)
January 2013 – August 2014
Basic Function;
Responsible for receiving physical and online subscriber KYC documents and supporting field teams with account management.
Main Duties;
- Online subscriber registration and data audit
- Follow up on KYC system downtimes for quick resolution.
- Create new ekyc user accounts and mobile devices to trade teams.
- Actively monitor and prepare performance reports for all active e-KYC accounts in the trade and airtel shops.
- Account management: Support e-KYC trade teams over phone; help with password resets, account unlock, share individual performance status reports.
KEY SUCCESSES
- I headed the optimisation of the churn process of Airtel money accounts, this greatly helped register an increase in airtel money active accounts across all grades i.e. subscriber, agents, bulk and collections.
It also helped eliminate erroneous churn of subscriber and partner accounts.
- I took part in preparation and UAT stage for migration from old to new airtel money platform. I was also recognized and awarded for this task.
- I was on the team that designed the current NIN-based KYC system used for registering new airtel subscribers.
- I set the service Centre no a very profitable trajectory, moving it from bottom three to top two best performing service centres in the country.
- I was trained, certified and tested for basic first aid, Occupational Health and Safety.
SPECIALITIES
- Data analysis
- Staff training and mentoring
- Stock management
- Operations
- Compliance
REFEREES
Mr. Peter Ntumwa
Digital Finance Services Consultant
Also Former Compliance manager Airtel Mob: +256752601765
Email: pntumwa@gmail.com
Mr. Dan Mugabi
Airtel money operations manager
Airtel Uganda
Mob: +256752600639
E-mail: Dan.mugabi@ug.airtel.com
Dr. Francis Ochana
Chairman Lecturers Association Uganda
Kyambogo University
Mob: +256772769460