Candidate Profile

Tonny Emong

+256752601158

+256763144901

emongozi@gmail.com

linkedin.com/in/tonnyemong

Najjera-Wakiso District

 

Personal Profile

Customer – oriented ambitious person who has developed a mature and responsible approach to any task that I undertake, or situation that I am presented with. As a graduate with eight years’ experience in management, I am excellent in working with others to achieve a certain objective on time and with excellence.

 

Career Objective/ Summary

To use my skills, knowledge, creativity to contribute to the continual development of the company, and create ways of improving and learning thus being an asset to the organisation, as well as making a career for myself.

 

Work Experience

November, 2021 – January, 2023 Regional Agent Liquidity Manager, Wave Uganda

Oversee all liquidity related issues countrywide and address any challenge that might arise in line with the Wave values. This role requires managing a team of at least 15 liquidity staff.

Achievements, Duties and Responsibilities;

• Develop necessary materials for a sustainable and structured liquidity department
• Be on top of the liquidity status nationwide, especially in the assigned region.
• Develop relationships with our bank partners
• Identify priority areas and develop innovative solutions to Wave’s liquidity needs.
• Coordinate and lead the team to implement strategy and achieve planned OKRs in agent ops within the assigned regions
• Supervise super agents/Premium agent officers and cash officers under your management and manage their day to day activities
• In liaison with People Operations, properly recruit and on-board Super/Premium agent officers and cash officers by providing corresponding material and appropriate training with best practices.
• Properly monitor my team daily to detect any wrongdoings or theft and report any risks proactively.
• Prepare weekly/monthly reports on your team’s performance.
• Conduct field research and investigation for the liquidity team
• Assist my team to ensure the requested job is completed by providing the adequate support needed, including timely communication
• Resolve the biggest problems blocking the unit’s performance and impact.
• Other duties may be assigned from time to time through my line manager.

 

May, 2019 – November, 2021 Regional Service Manager, Airtel Uganda

To manage and assume overall responsibility for the success of Airtel shops by directing all operational aspects of each shop and driving sales whilst minimising costs.

Achievements, Duties and Responsibilities;

• Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on my findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• Stay informed on the latest products and services the company roles out.

 

June, 2016 – May, 2019 Retail Customer Sales Manager, Africell Uganda

Ensuring staff give great customer service as well as monitoring the financial performance of the store, recruiting and training, supervising, appraising staff, maintaining statistical and financial records.

Achievements, Duties and Responsibilities;

• Monitor service quality of the AUL retail shop to ensure that customers are treated with utmost politeness and warmth
• Ensure improvement and achievement of set sales targets
• Manage AUL retail shop merchandising and general look and feel in line with brand guidelines
• Manage Cash and inventory in the shop
• Managing the recruitment process of sales executives
• Undertake after sales service like installations (routers and modems), advising clients on product/service usage
• Resolve customer complaints in time especially those related to network
• Maintain retail operations performance records to ensure timeliness and completeness
• Participate in the development of staff and people management
• Supervise AUL retail shop activities
• Ability to Work Under Pressure
• Decision Making

 

Jan, 2014 – May, 2016 Customer Service, Orange Uganda

Receive and resolve queries, complaints and needs of walk-in customers and take ownership of any issues raised until resolution is achieved

Achievements, Duties and Responsibilities;

• Handle customer and operational issues and where need be escalating to the line supervisor or other AUL departments those that require further action
• Record, reconcile and report on customer and company information
• Undertaking after sales support to customers to ensure excellent quality service
• Ensure achievement of set sales target

 

June, 2009 – Nov, 2009 Community Social Worker, World Vision Uganda

Work with the team to support World Vision field activities including working with the Orphans and Vulnerable Children and the community at large in Northern Uganda

Achievements, Duties and Responsibilities;

• Identify poor or vulnerable households within the area of operation in consultation with the local leaders and make an assessment using the forms
• Registration of orphans and vulnerable children (OVC) in the register
• Processing correspondences between Registered Children and their Sponsors from the USA • Monitoring of OVCs/Registered Children in program to check on their wellbeing
• Train the care givers in comprehensive orphans and vulnerable children (OVC) care and HIV/AIDS management (care and support)
• Collect data on support received by the orphans and vulnerable children (OVC) and the households
• Mobilisation of the community for the program activities
• Distribution of Gifts In Kind (GIK) inform of clothes to OVCs and fruits seedlings to beneficiary families and schools.
• Minutes taking during community sensitisation meeting and training • Among other development-related activities.

 

Jan, 2011 – Nov, 2011 VHT, FICRD (Facilitation for Integrated Rural Development) Lira, Amolatar, Agago District in Northern Uganda

Achievements, Duties and Responsibilities;

• Maintain strict confidentiality of patient information and test result that safeguard the dignity and privacy of patients and accurate information to relevant assignment
• Attend meetings relating to counsellor assignment
• Help youth become involved in the youth activities especially Post Test Clubs, etc.
• Draft weekly and monthly reports for consumption of the Organisation and donors
• Build the capacity of staff members on community based-approach
• Conduct Child Protection and Gender Based Violence assessments to identify needs and gaps in the humanitarian response and draft practical recommendations for the humanitarian community to fill the gaps in Ogur
• Interpret test results for the youth in liaison with the laboratory technician

 

Education

Aug, 2007 Bachelors Of Development Studies

Second Class Degree with Honors

Carried out Research Project on “Contribution of Nongovernmental Organisations (NGOs) in poverty Eradication.” A case study of World Vision works in Gulu Municipal Council” 2010 being dissertation required for the award of Bachelor’s Degree in Development Studies, Gulu University.

 

Functional Literacy Skills:

• Teamwork and Networking
• Leadership capabilities
• Computer skills
• Communication skills.
• Customer Care
• Sales
• Facilitation skills
• Computer fundamentals; Microsoft word, Microsoft excel, data base management, PowerPoint and internet skills.

Attributes:

• Trust worthy
• Hardworking
• Communication
• Decision Making
• Time Management
• Self-motivation
• Conflict Resolution
• Leadership
• Adaptability
• Ability to Work Under Pressure

Hobbies

• Watching documentaries.
• Listening to music.
• Reading novels, journals and newspapers.
• Interacting with people and making new friends

 

References

George Nyankori

Regional Service Manager

Airtel Uganda

Cell: +256752601220

Email: george.nyankori@ug.airtel.com

 

Macdavid Mugga

Liquidity Country Lead

Wave Uganda

Cell: +256704008055

Email: macdavid.mugga@wave.ug

 

Otok Norbert

Country Manager

KONE

Cell: +256755669999

+256770304684

Email: nobert.otok256@gmail.com

 

Declaration

I Tonny Emong a sound minded citizen of Uganda does swear on honor that the information contained herein is true and very accurate.

 

Thank you.