Cathy Haumba Nsobya

· Driving Profitable growth for Mobile Money Partners; achieving new business weekly/ monthly and annual against set sales targets and providing input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts

· Ensuring a culture of Operational Excellence; resolving escalated issues or escalate as appropriate; increasing MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts plus new accounts; providing regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements; preparing reports on account performance as required.

· Account management; maintaining a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships with in the Large Enterprise and Multinational Corporations; managing and maintaining account plans and promotional plans for Large Enterprise.

· Ensuring an exceptional Customer Experience; ensuring that all customer queries are attended to and resolved within agreed SLA’s; ensuring that customer specifications are met and that the customer is satisfied with the end service and/or product.

· Ensuring Appropriate Governance and Quality control Measures; maintaining quality standards that will enhance the customer experience and cost efficiency; working consistently according to standard operating procedures; seeking feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

· Business Analysis and fine tuning policies, processes and systems in line with changing work practices; supporting Business Improvement and Optimization opportunities that will result in improvement of process performance; benchmarking with other companies and organizations within and outside the industry.

· Supervisory and Managerial Tasks such as building employee relations and promoting teamwork; ensuring the highest levels of professionalism, loyalty and commitment to the organization.

Achievements:

· Increased sales progressively by 20%.

· High Performer on the NPS score.

· Leader of the MTN Marathon Project 2019.

Responsible for:

· Motivating and coaching staff, overall security of stock and company assets, as well as ensuring that customers are happy with our products and service.

· Ensuring adequate stock levels at the branch.

· Generating weekly/monthly reports and preparing month-end management and financial reports/statements.

· Verification of sales and ensuring set targets are met

· Licensing of Agents and Sub-dealers & managing the Sales to the Agents and Sub-dealers.

· Examination, Verification & double checking of Debtor/Creditor Accounts.

Achievements:

· Trained staff for continuity

· Ensuring daily reconciliations and settlements for Service partners.

· Investigating all ATM complaints / queries including reversals, charges, etc. and ensure prompt resolution.

· Preparing weekly/monthly Service Partner Reports (e.g. UMEME, NWSC, DSTV, Aggregators, etc.) and reconciling figures with third parties in a timely manner.

· Preparing daily ATM reports, reconciling with bank ATM reports and ensure accurate settlement amounts are sent to Stanbic Bank.

· Managing customer queries and complaints and documenting and revising processes.

Achievements:

· Awarded for quick customer resolution queries 2018.

· Coordinated the implementation for Auto reconciliation solution to easy and enable effective reconciliation.

· I managed to create and streamline reconciliation processes such as Service partner Reconciliation Process and refund process.

· Played a key role in the successful switch over to the current MTN Mobile Money platform.

· Making Service Centre budgets.

· Managing service Centre operational expenses.

· Organizing and preparing staff recruitments.

· Cash & stock management.

· Ensuring that the service centre is efficiently and effectively managed.

· Managing customer queries and complaints management.

· Developing/reviewing customer management plan for the service centre.

· Making weekly, monthly and quarterly reports.

· Participating in the different projects in service Centre.

· Preparing a training plan for staff and ensure effective implementation.

· Conducting risk workshops to identify and mitigate process loopholes

· Conducting performance appraisals.

· Documenting and revising processes.

· Organizing service Centre events like activations.

· Representing company in the different district and government activities in the region.

Achievements:

· Award for best customer service Centre, 2012.

· Recruited, coached & mentored three direct reports who have since risen to be recognized companywide through their consistent excellent performance.

· Successfully led the transition of Customer Service department of Mobile Money into a Service Centre to attend to all Customer queries for MTN.

· Created and streamlined Service Centre processes to better customer experience and to avoid any risk to the company.

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· Managing stock by forecasting stock requirements in order to place orders; daily reconciling of systems stock movements, ensuring that receipt books are updated and ensuring that all unsold stock is collected and invoicing of stock is done.

· Ensuring prompt and accurate remission of financial reports on a daily, weekly and monthly basis as required by finance.

· Coordinating and controlling the issuing and enhanced economical use of consumables in the service Centre through rationing, while still meeting the requirements of the Service Centre advisors.

· Ensuring that daily collections are banked promptly & deposit slips sent to Finance.

· Running daily, weekly and monthly stock checks to ensure all stock in the Service centre is accounted for.

· Ensuring uniform Financial and stock processes and procedures exist within the Service Centre.

· Advising on operational procedures and guidelines, especially regarding the finance and stock management.

· Providing a high level of customer service, maintaining a positive attitude, an efficient and adaptable approach, and upholding a polite, caring and professional demeanour.

Achievements:

· Designed Daily end of day Reports that supported Stock and Cash management.

· Trained Cashiers on accounting role for continuity.

Responsible for:

· Managing Bank, Cash and Petty Cash accounts and ensure that funds are spent in accordance with organization’s rules and procedures.

· Reconciliation of Cash and Bank Accounts.

· Compiling and filling statutory returns ( VAT, NSSF and PAYE)

· Payroll preparation.

· Liaising with banks regarding telegraphic transfer to creditors abroad

· Support audit process, provide timely response to audit queries and implement recommendations

· Prepare monthly and periodic financial and accounting reports for the organization on timely basis.

Achievements:

· Implemented systems and procedures i.e. credit limits, sales made are reported timely & banked on a daily basis and Sage.

· Cross sale and up-sale revenues via the call centre increased by 10%.