DIANA AKITENG
Kampala,102
Summary
I am a highly organized and efficient banker of 12 years experience particularly in compliance,risk management,people management and customer service.
I am a talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
I am also an Outgoing Volunteer providing experience helping non-profit organization with daily tasks and needs. Friendly and helpful when assisting employees and visitors requesting services. Driven by cause to work diligently to accomplish measurable impact.
Overview
14
14
years of professional experience
1
1
Certification
1
1
Language
Work History
Volunteer
St John's Church Kawuku Church Of Uganda
01.2023 - Current
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Perform out reach activities like feeding the hungry,helping the needy, widows,disadvantaged elders,youth and children. Visiting the sick both in hospitals and homes,visiting orphans and disabled children
Team Leader - Customer Service and Operations
Stanbic Bank
04.2013 - 09.2022
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Reviewed, implemented and updated company records related to team activities for future reference.
Customer Service Executive
Stanbic Bank
11.2012 - 04.2013
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Described product and service details to customers to provide information on benefits and advantages.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Informed customers of upcoming promotions and deals to boost sales.
Cashier
Stanbic Bank
06.2010 - 11.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Education
Bachelor of Procurement And Logistics Management - Business Studies
Kyambogo University
Kampala, Uganda02.2009
High School Diploma -
Naalya Senior Secondary
Kampala, Uganda11.2005
Skills
- Positive Attitude
- Teamwork and Collaboration
- Organized and Efficient
- Attention to Detail
- Leadership Qualities
- Community service
- Complex Problem-Solving
- People Management
- Safety processes and procedures
- Administrative Support
- Money handling abilities
- Customer satisfaction measurement
Certification
- Certified {Fire Safety Awareness and First Aid Training} , [Booth Fire Services Limited] -{1st April 2021}
- Certified [Presentation skills], {British Communications} - [24th November 2018]
- Certificate of recognition in Customer Service { Stanbic Bank} { July 2016}
- Uganda Certificate of Education{ Uganda National Examination Board} { 2004}
- Introduction to Compliance {Stanbic bank} {2017}
- Customer Service principles {Stanbic Bank} 2020
- Certificate in Christian Ministry {Jubilee Church, Uganda}
light evening walks, meditating and listening to inspirational music and documentaries
As a way of relaxing after a long day's work, I usually go out for an evening walk while listening to music or motivational topics. I also love to attend Church, travel and adventure. I love to do charity work as well and help the disadvantaged whenever I get the opportunity to do so.
I am married and a mother of 5 children. I also cherish the time I spend with my immediate family whenever I am not busy.
During my free time, I also take care of my mother in law who has dementia.
Languages
Iteso, Luganda
Native language
English
Advanced
C1
Accomplishments
- Supervised team of 30 staff members.
- Achieved customer experience through effectively helping with setting customers on digital banking daily.
- Used Microsoft Excel to export daily data reports.
- Achieved increased branch revenue by completing 10 set sales targets daily with accuracy and efficiency.
- Documented and resolved complex queries which led to great customer experience.
- Collaborated with team of 20 members in the community service projects which involved visiting the sick,elderly,disabled,Sanyu babies home and helping needy people in the society. In return brought joy and happiness in their lives.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Bankers SACCO Group, Good Samaritan Group, TGS OGS Cohort, SGS NT Group
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Excel Microsoft skills, Basic computing skills
Interests
Listening to music , inspirational videos, doing charity work, travelling and attending church
Timeline
Volunteer
St John's Church Kawuku Church Of Uganda
01.2023 - Current
Team Leader - Customer Service and Operations
Stanbic Bank
04.2013 - 09.2022
Customer Service Executive
Stanbic Bank
11.2012 - 04.2013
Cashier
Stanbic Bank
06.2010 - 11.2012
Bachelor of Procurement And Logistics Management - Business Studies
Kyambogo University
High School Diploma -
Naalya Senior Secondary
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