Alexandra Nankunda
Kampala,256
Summary
Personable and dedicated Customer Relationship Manager with extensive experience in the Finance industry. A solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager
National Social Security Fund
Kampala , Uganda
2022.10 - Current
- Collaborate with the IT team to design tailor-made products for the vulnerable savers in Uganda.
- Advise and oversee investment portfolios for savers.
- Foster relationships with potential savers, encouraging them to make sound decisions by investing in their retirement plans.
- Resolve customer complaints promptly.
- Provide leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Improve customer support operations by identifying pain points, developing and implementing initiatives to enhance service quality, and proactively suggesting process improvements or tool enhancements.
- Gather and analyze customer feedback whether through surveys, social media, or other channels
- Collaborate with various stakeholders, including sales, marketing, product development, and senior management, to align customer support strategies with organizational goals.
- Explore emerging tools, methodologies, and strategies to enhance customer support operations and
provide innovative solutions to customers. - Obtain information to aid in completing reports and preparing presentations for meetings.
- Identify and approach potential new companies or individuals to engage as clients
- Manage complaints with calm, clear communication and problem-solving.
Data Management Officer
National Social Security Fund
Kampala , Kampala
2019.07 - 2022.10
- Ensured that customer information is accurate, up-to-date, and securely stored and collaborated with the customer support team to streamline data collection and ensure the integration of customer interactions into the CRM system
- Researched emerging technologies related to data management that could be used by the organization.
- Monitored data accuracy and integrity to ensure compliance with internal policies and external regulations.
- Identified, protected, and leveraged existing data.
- Maintained up-to-date documentation on all aspects of the organization's database systems and operations.
- Provided technical support to users of the organization's databases and software applications.
- Developed and implemented processes for data entry, quality control, and data analysis.
- Coordinated with IT staff to troubleshoot technical issues related to database performance or connectivity.
- Worked with cross-functional teams to achieve goals.
Benefits Officer
National Social Security Fund
Kampala , Kampala
2014.11 - 2019.07
- Performed in-depth investigations into the personal backgrounds of applicants.
- Responded promptly to inquiries from savers about their benefits programs.
- Ensured timely distribution of documents related to saver benefit programs.
- Collaborated with other departments within the organization on projects relating to savers benefits.
- Developed and implemented saver benefits programs.
- Prepared clear and concise verification reports, including comprehensive recommendations for payment of benefits within set limits, showcasing strong analytical and communication skills.
- Contributed to cross-functional teams, working closely with finance, legal, and communications departments to ensure seamless operations, consistency in service delivery, and effective stakeholder management.
- Collaborated with the IT team to introduce a benefits function on the online platform, resulting in a 30% increase in the online benefits claim process, showcasing innovation and adaptability to new technologies.
- Implemented process improvements and automation initiatives, reducing the average benefits verification time by 25% and enhancing overall operational efficiency through resourcefulness and attention to detail.
Customer Service Representative
National Social Security Fund
Kampala , Kampala
2014.01 - 2014.11
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Developed strong customer relationships to encourage repeat business.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided excellent customer service to resolve customer complaints promptly.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Bachelor of Science - Information Technology
Uganda Martyrs University
Mpigi2013-10
Skills
- Proficient in Microsoft Package(MS Word,Excel,powerpoint,Access)
- Proficient in CRM
- Proficient in Data Visualization.
- Customer Relations
- Budget Management
- Project Planning
- Process Improvement
- Customer Service
- Strategic Planning
- Administration and Reporting
- Negotiation and Conflict Resolution
- Technical Proficiency
- Needs Assessment
- Employee Coaching and Mentoring
- Business Analysis and Reporting
- Documentation and Reporting
- Customer Relationship Management
- Managing Operations and Efficiency
Affiliations
- Traveling and learning about new cultures.
- Reading
- Cooking
- Volunteering
Accomplishments
- Designed a saving product for Ugandan domestic workers in Arab countries that catered to their needs and enabled them to start saving for their retirement plan which has given rise to the need for financial literacy lessons in the country.
- I pioneered the creation of online platforms and USSD codes , revolutionizing the savers' experience, and enhancing customer satisfaction exponentially.
- Started partnerships with Antiretroviral Therapy (ART) clinics and National Social Security Fund to help combat HIV but also to streamline access to subsidized medical insurance and pension benefits.
- Became a Rotarian in 2019
Certification
- Public Speaking and Presentation Mastery
- Leading in the digital era
- Leadership Insights on leading with executive presence.
- Digital Marketing and E-Commerce
- Women in Leadership : Building your Infrastructure for leadership.
- Women in Leadership : Moving beyond gender roles
- Google : Data Analytics
- Customer Acquisition and Management
- Investment Advisory
- Agile project management
- Google: Project Management
Languages
English
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Customer Relationship Manager
National Social Security Fund
2022.10 - Current
Data Management Officer
National Social Security Fund
2019.07 - 2022.10
Benefits Officer
National Social Security Fund
2014.11 - 2019.07
Customer Service Representative
National Social Security Fund
2014.01 - 2014.11
Bachelor of Science - Information Technology
Uganda Martyrs University
- Public Speaking and Presentation Mastery
- Leading in the digital era
- Leadership Insights on leading with executive presence.
- Digital Marketing and E-Commerce
- Women in Leadership : Building your Infrastructure for leadership.
- Women in Leadership : Moving beyond gender roles
- Google : Data Analytics
- Customer Acquisition and Management
- Investment Advisory
- Agile project management
- Google: Project Management
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