DOROTHY NAMUKASA
BANKER
Jinja
Summary
PROFILE:
Hardworking professional building positive relationships to achieve growth and retention targets. Maintains excellent product knowledge and communicates with enthusiasm to engage clients and secure high-value sales. Very responsible, and determined problem solver; an organized and adaptable team player with the capacity to earn and win the trust of others. Deadline-focused banker highly effective at operating in fast-paced settings. Resourceful, forward-thinking and proactive with remarkable sense of market and customer positions.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Service Officer
Diamond Trust Bank
MBALE
01.2023 - Current
- Maintain knowledge of company products and services to promptly resolve complaints, offer customers informed advice and cross sell bank products appropriately.
- Process new bank accounts while performing proper KYC and AML assessments
- Effecting daily customer instructions in line with internal transfers, RTGS, EFTS, TTS and clearing cheques with proper supporting documents as required by BOU and AML.
- Investigate sensitive customer complaints and deliver prompt resolution to customer satisfaction.
- Respond to phone and online customer service requests within designated turnaround time to improve customer Satisfaction ratings.
- Manage correspondence, track activity and leveraged data communications to boost traceability initiatives.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Reached out to existing bank customers and offered personalized support for different needs.
- Collected feedback from customers to help improve service delivery and banking processes.
- Monitored and verified suspicious activity on customer accounts.
- Educated customers on online banking and mobile banking applications.
- Referred customers to other banking departments for specialized services.
- Performed account maintenance by closing out accounts and changing customer addresses.
Teller Officer
Diamond Trust Bank
Mbale
03.2022 - 01.2023
- Maintained confidentiality of bank records and client information.
- Met sales goals by promoting bank products and services in customer interactions.
- Identified and reported suspicious behavior to supervisor and security personnel as appropriate.
- Delivered exceptional service to customers in person and over the phone.
- Built and maintained client relationships through quality personalized interactions.
- Performed transactional, operational and customer support tasks through knowledge of bank procedures and policies.
- Cash customer checks, verified and checked account balances in accordance with the bank policy and procedures.
- Trained newly hired tellers, providing extensive mentoring along with positive reinforcement to help employees meet monthly goals and reach objectives.
- Performed teller scheduling to achieve appropriate branch coverage for business needs.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Sold and cross-sold bank products to new and existing customers.
- Reconciled cash drawer and resolved discrepancies.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Maintained accurate records of customer transactions in line with bank procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Cashier
UWEPO LIMITED
02.2021 - 02.2022
- Reported to the accountant and the director on a daily basis the total revenue received
- Ensured all customers and suppliers are issued with relevant documents like receipts, invoices and delivery note
- Updated Google accounting sheets on a daily basis
- Ensured prompt payment of all suppliers as per arrangement and making timely requisitions of all the necessary suppliesand requirements for smooth flow of tasks
Customer care and marketing agent
Sunny yes Group Limited
07.2020 - 01.2021
- I worked with customers face to face and attracted very many that are estimated to be approximately 95 potentialcustomers by answering product and service questions from customers, suggested information about products andservices and fulfilled customer needs that always ensured customer satisfaction
- Registered and followed up customer complaints approximately 50 accomplished deals a fortnight closing them out,received and attended to customer queries and inquiries about the different products that the company offered andprovided business advice on the different features
- Received and redirected incoming and outgoing phone calls as well as treated all clients with dignity and respect whilstmaintaining strict client confidentiality
- As a result, there was timely delivery of important information and improved communication in addition to ensuring theprovision of a supportive, secure, and non-judgmental service
- Ensured the provision of excellent customer care at the reception to enable the smooth running of a client focused servicewhich ultimately increased Client numbers to about 250 engaged customers from the previous reported 80 customers aswell as ensuring the provision of efficient administrative services
- Performed administrative tasks by liaising with other staff regarding client and queries; this improved team performanceand ensured the provision of an appropriate and safe service to clients
- Improved customer care services: this contributed towards the increased receivables at the end of the month totaling to upto Ugs.20,000,000
- Helped the company attain the highest customer service ratings (as determined by external auditors)
- This resulted into the company earning 100 percent marks in all categories including communication skills, listening skills,problem resolution and politeness
- Co-developed on-the-job training program that reduced training time from eight weeks to five and helped the Companysave a lot of time and the costs of training for a longer period
Intern Trainee
Jinja District Local government
06.2019 - 08.2019
- Supported meetings by preparing materials, setting up spaces and taking notes
- Shadowed daily activities of office staff to gain understanding of scope of work
- Collaborated with management and team members on end-to-end project needs, organizing materials, facilitatingcommunication and proofreading work
- Participated in meetings and recorded minutes to maintain proper documentation
- Sorted and distributed incoming mail to manage communication flow
- I assisted in auditing books of accounts for different sub counties like Buwenge Sub County, filed payroll slips for districtworkers and effectively managed stock at Jonah enterprises a wholesale shop ensured delivery of merchandise andissued receipts.
Education
Bachelor of Commerce - accounting
Makerere University Business School
Uganda Advanced Certificate of Education. - undefined
UACE)
Uganda Certificate of Education (UCE) - undefined
Lugazi Home stone School
01.2011 - 04.2014
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Lugazi Homeland College
01.2004 - 04.2010
Skills
Banking document preparation
Banking operations knowledge
Compliance, banking laws and regulations
Till counting
Key holder experience
Money handling abilities
Professional telephone demeanor
DOB & Marital Status
1998-03-20th - Single
Referees
1. Wilfred Angeta, Branch Operations Manager – Diamond trust bank,
Tel:-+256-775866179
Email:-wangeta@dtbuganda.co.ug
2. CPA.Mwanya Muzafaru -Finance Officer-UWEPO Limited,
Tel:-+256-752294859 /+256773743326
Email: - mwanyamuzafaru8757@gmail.com
3. Mr. Oboli Jasper, Accountant -Excel construction,
Tel:-+256754400694/+256785553798
Email:-Jasperoboli99@gmail.com
4. Mr. Birungi Godfrey, Finance and Administration manager-Salini Construttori SPA
Tel:-+256704910136/+256782666619
Email: - godfrey.birungi@hotmail.com
Declaration
I, undersigned, certify that to the best of my knowledge and belief, this data correctly describes me, my qualifications, and experience.
Signature
Dorothy Namukasa
Timeline
Customer Service Officer
Diamond Trust Bank
01.2023 - Current
Teller Officer
Diamond Trust Bank
03.2022 - 01.2023
Cashier
UWEPO LIMITED
02.2021 - 02.2022
Customer care and marketing agent
Sunny yes Group Limited
07.2020 - 01.2021
Intern Trainee
Jinja District Local government
06.2019 - 08.2019
Uganda Certificate of Education (UCE) - undefined
Lugazi Home stone School
01.2011 - 04.2014
undefined
Lugazi Homeland College
01.2004 - 04.2010
Bachelor of Commerce - accounting
Makerere University Business School
Uganda Advanced Certificate of Education. - undefined
UACE)