Tendo Martha Pgdl Email & Phone Number

Kampala, Ug

Kampala, Central Region, Uganda

Central Region, Uganda

This job entails overseeing all the Branch activities and operations;• Allocate branch resources for staff and client needs• Provide excellent service to customers• Liaise between the branch and its parent organization• Manage branch finances and ensure financial reports for the branch are well managed.• Increase brand notoriety and awareness around clear sight to all potential customers.• Lead recruitment, building, and training of a solid and united team.• Control and maintain a proper level inventory at all times.

Central Region, Uganda

• Increased business clientele by 15% month on month which increased the business’ revenue growth• Managed project teams that were responsible for designing and implementing new processes or improving existing ones.• Ensured that all operational processes met company standards and were compliant with regulations.• Managed the budget for an operation to ensure that it is being used efficiently and effectively.• Developed and maintained relationships with vendors and suppliers.• Aligned workforce plans / schedules with the needs and priorities of the organization in a manner that anticipated the future needs of the organization• Ensured that all departmental policies and procedures are followed.

Uganda

Oversee the operation of all Contact Center units; Inbound, outbound, Telesales, and KYC teams in line with the retention strategies and Revenue Increase campaigns towards delinquency reduction, and team motivation.• Achieved cost Optimization in the call center, saving 23% department expenditure without affecting business continuity• Achieved growth in company collections from <50% to 76% was dependent on the improved quality of sales• Hired, onboard, and trained call center personnel - Coach call center staff through challenging customer service issues.• Guided and directed a team of 5 supervisors with over 100+ collection agents to ensure timely payments and customer satisfaction.• Analyzed call center data and prepared reports for Top management and the group team.• Evaluated staff effectiveness and performance annually or on an at-need basis.• Established relationships with key stakeholders such as creditors or debt buyers to facilitate negotiations.• Lead Implementation of strategies for reducing bad debt write-offs by improving collections performance metrics.• Implemented collection policies and procedures to avoid excessive outstanding credit.• Set payment collection goals and targets for the department.• Audited and conducted reviews on customers to identify gaps in customer information as per the KYC minimum standards.

Central Region, Uganda

Oversee the operation of the outbound team in line with the retention strategies and Revenue Increase campaigns towards delinquency reduction, and team motivation.• Conducted accurate budgeting and planning for the customer service department.• Led planning and delivering training - including inductions for new staff.• Facilitated the flow of timely and accurate information between management and the customer service supervisors and agents• Implemented performance management, schedule adherence, and training processes within the customer experience department.• Worked with various departments, assisting retention supervisors to ensure compliance with company policies and procedures;• Attended and participated in senior management meetings on planning and implementation of departmental objectives.• Conducted customer service research on best retention practices and customer satisfaction surveys

Central Region, Uganda

• Generated weekly reports outlining overall team productivity metrics including average handle time, abandonment rate, first-call resolution.• Managed personnel resources by recruiting, selecting, orienting, training, assigning tasks, appraising performance, disciplining employees when necessary, addressing grievances and resolving problems.• Collaborated closely with other departments within the organization to resolve complex customer issues quickly.• Monitored call queues to ensure adequate staffing levels were maintained at all times.• Implemented effective coaching techniques designed to motivate employees and improve their job performance.• Utilized CRM software applications such as Salesforce to maintain detailed records of client interactions.• Conducted regular meetings with agents to discuss performance goals, review successes, and address any areas needing improvement.• Worked collaboratively with IT teams on projects related to system upgrades or troubleshooting technical issues experienced by agents during call sessions.• Communicated effectively via email or phone with customers who had questions or concerns about products and services offered by the company.

Central Region, Uganda

As part of the Territory Revenue Executive, was responsible for collecting revenue from indebted customers that had acquired products on credit, On-line escalation of unresolved problems, and upselling.

Kigali, Rwanda

Legal internship majoring in case review and analysis of ICTR, ICTY and other genocide related decided cases.

Bachelor Of Laws - Llb, Law

Post Graduate Diploma, Legal Practice