Hi, I’m
Dorcus Rhona Nanseera
Records Management And Customer Relations
Kampala,Uganda
Summary
I am a young ambitious, result oriented, dedicated and self-motivated female Ugandan. I am dynamic and dedicated at whatever I undertake, with high integrity and excellent analytical skills. I also have good communication skills and I can work with people at all levels and in any multicultural environment. I am also computer literate, proficient enough in Microsoft office programs, emails, and other internet applications and a capable Office Administrator with outstanding knowledge of effective office coordination with commitment to effective collaboration. Skilled at reorganizing offices for superior functionality.
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 3 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
7
years of professional experience
15
years of post-secondary education
2
Languages
Work History
Grand Medical CenterKAMPALA, kampala
Records And Archives Manager
01.2023 - Current
Job overview
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Kawa Solutions Kampala , Uganda
Office Administrator
04.2022 - 12.2022
Job overview
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Assisted with coordination and hosting of company events.
- Trained new employees on administrative procedures, company policies and performance standards.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Interacted with customers by phone, email or in-person to provide information.
- Reconciled account files and produced monthly reports.
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Produced high-quality communications for internal and external use.
- Edited documents to improve accuracy of language, flow and readability.
- Self-motivated, with a strong sense of personal responsibility.
Nilecom Uganda Ltd Kampala , Uganda
Customer Service Representative
02.2019 - 04.2022
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer adjustments to maintain financial accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recorded account information to open new customer accounts.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Facilitated inter-departmental communication to effectively provide customer support.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Promoted available products and services to customers during service, account management and order calls.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Uganda Human Rights Commission Kampala, Uganda
Intern
06.2017 - 02.2018
Job overview
- Sorted, organized and maintained files.
- Took meeting notes and compiled paperwork to support department.
- Liaised with clients to assess needs and responded to inquiries.
- Distributed office supplies and files for staff.
- Developed business, financial and analytical skills in fast-paced work environment.
- Maintained office schedule and calendar of workflow and meetings.
- Analyzed problems and worked with teams to develop solutions.
- Collaborated with team to optimize workflow and achieve objectives.
- Produced high-quality communications for internal and external use.
- Gathered, organized and input information into digital database.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Collected, arranged and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Generated reports detailing findings and recommendations.
Education
Stella Maris Boarding Primary SchoolNsuube
Primary Leaving Exams from Primary Education
01.2003 - 12.2009
St. Marks CollegeNamagoma
Uganda Certificate Of Education from Secondary Education
01.2010 - 12.2013
Makerere University Kampala
Diploma from Records And Archives Management
05.2016 - 06.2018
Kasengeje Senior Secondary SchoolKasengeje
Uganda Advanced Certificate Of Education from Secondary Education
01.2014 - 12.2015
Skills
Inbound phone call handling
Financial services support
Meeting coordination
Mail handling
Office administration
Ethics-focused
Staff Management
Time management
Business administration
Bookkeeping
Office management
Managing office supply inventory
Performance improvement
Administrative support
Expense reporting
Timeline
Records And Archives Manager
Grand Medical Center
01.2023 - Current
Office Administrator
Kawa Solutions
04.2022 - 12.2022
Customer Service Representative
Nilecom Uganda Ltd
02.2019 - 04.2022
Intern
Uganda Human Rights Commission
06.2017 - 02.2018
Makerere University
Diploma from Records And Archives Management
05.2016 - 06.2018
Kasengeje Senior Secondary School
Uganda Advanced Certificate Of Education from Secondary Education
01.2014 - 12.2015
St. Marks College
Uganda Certificate Of Education from Secondary Education
01.2010 - 12.2013
Stella Maris Boarding Primary School
Primary Leaving Exams from Primary Education
01.2003 - 12.2009