Chrisine Akello Otim
Kampala
Summary
As a seasoned professional with hands-on experience in Banking, Marketing, and Customer Experience Management, I currently excel in my role as a Branch Operations Manager at Diamond Trust Bank, located in the bustling Victoria Mall Branch in Entebbe. My expertise is anchored in outstanding customer relations and robust leadership abilities. I am adept at fostering interpersonal connections and managing relationships, which are complemented by my keen problem-solving skills and meticulous attention to detail. These competencies have been instrumental in driving operational success and ensuring client satisfaction in a dynamic banking environment.
Overview
15
15
years of professional experience
Work History
Branch Operations Manager
Diamond Trust Bank Uganda
01.2021 - Current
- Driving exceptional customer experiences to boost business growth through referrals and strategic sales and marketing efforts
- Maximizing sales potential by creating and implementing a robust marketing strategy for substantial client acquisition, aligning with branch financial budget.
- Lead branch personnel with a focus on productivity; delegate goals, oversee leave schedules, and conduct regular performance evaluations to ensure team success.
- Improve branch efficiency by streamlining operations and implementing new processes.
- Manage daily branch operations for optimal productivity and customer satisfaction.
- Increase overall sales, implementing targeted marketing strategies and promotional campaigns.
- Enhance customer experience by providing exceptional service and addressing concerns promptly.
- Supervise a team of employees, fostering a positive work environment and emphasizing professional growth.
- Develope strong relationships with clients, resulting in increased loyalty and repeat business.
- Conduct regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Maintain compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Streamline communication between departments, improving collaboration efforts within the company as well as problem resolution times.
- Organize staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Monitore financial transactions to detect any suspicious activity or potential fraud.
Customer Service Supervisor
Diamond Trust Bank Uganda
09.2018 - 12.2020
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Teller/Customer Service Officer
Diamond Trust Bank Uganda
01.2009 - 12.2017
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Education
Diploma in Caregiving - Caregiving
ALISON
ONLINE01.2024
Certified Professional Banker - Banking And Financial Support Services
The Uganda Institute of Banking And Financial Services
Kampala, Uganda05.2016
Bachelor of Arts - Education
GULU UNIVERSITY
Gulu, Uganda01.2009
Skills
- Sales
- Relationship Management
- Customer Service
- Onboarding
- Due Diligence
- Leadership
- Problem Solving
Websites
Languages
English
Personal Information
Title: Branch Operations Manager
References
- Linda Nazziwa, Diamond Trust Bank Uganda, lnazziwa@dtbuganda.co.ug, +256787618079
- Daphine Nabatanzi Nalima, Cairo Bank Uganda, daphine.nabatanzi@cbu.co.ug, +256774204242
Timeline
Branch Operations Manager
Diamond Trust Bank Uganda
01.2021 - Current
Customer Service Supervisor
Diamond Trust Bank Uganda
09.2018 - 12.2020
Teller/Customer Service Officer
Diamond Trust Bank Uganda
01.2009 - 12.2017
Diploma in Caregiving - Caregiving
ALISON
Certified Professional Banker - Banking And Financial Support Services
The Uganda Institute of Banking And Financial Services
Bachelor of Arts - Education
GULU UNIVERSITY
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