Gloria Serwanga

Work History

Credit Control Supervisor

MTN Uganda Ltd

08.2014 - Current

Facilitated smooth resolution of disputes by liaising with other departments effectively.
Reviewed existing policies regularly to maintain compliance with industry regulations and best practices in credit control management.
Maximized team productivity with effective delegation and workload management.
Streamlined communication between departments to facilitate seamless information sharing regarding credit control matters.
Oversaw daily operations of the credit control department while managing a team of employees dedicated to reducing outstanding balances.
Reduced bad debts and increased cash flow by monitoring customer accounts closely and taking timely action.
Identified potential risks within the customer portfolio, implementing measures to mitigate losses.
Mentored junior team members on best practices in credit control management.
Implemented process improvements that led to faster collection times without compromising client relationships.
Maintained strong relationships with clients, addressing their concerns promptly to ensure satisfaction.
Assisted in setting annual targets for the credit control team, driving goal achievement through consistent monitoring and motivation.
Negotiated payment arrangements with delinquent customers, minimizing company losses while maintaining positive relationships.
Supported financial director with special projects and additional job duties.
Complied with established internal controls and policies.
Developed strategic plans for day-to-day financial operations.
Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
Devised collection recovery strategies to resolve customer issues and delinquent cases.

Credit Control Team Leader

MTN Uganda Ltd

11.2010 - 08.2014

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

Credit Controller

MTN Uganda Ltd

02.2005 - 11.2010

Collaborated with other departments to resolve billing errors, ensuring timely payment from clients.
Reached out to customers to check on payments and convey options.
Obtained payments and entered details into system.
Reviewed customer accounts for compliance with repayment obligations.
Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
Reduced overdue debt by closely monitoring customer accounts and taking prompt action on outstanding payments.
Consistently met or exceeded targets set for reducing outstanding balances while adhering to strict deadlines.
Maintained accurate records of all communications related to debtor management for audit purposes.

Customer Services Advisor

MTN Uganda Ltd

11.2002 - 11.2005

Worked well in a team setting, providing support and guidance.
Managed time efficiently in order to complete all tasks within deadlines.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Worked effectively in fast-paced environments.
Worked flexible hours across night, weekend, and holiday shifts.
Strengthened communication skills through regular interactions with others.

Office Administrator

Eastlands Real Estate Agency

07.2002 - 11.2002

Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Maintained electronic and paper filing systems for easy retrieval of information.
Tracked office supplies and restocked low items to keep team members on-task and productive.
Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
Assisted in event planning efforts for company gatherings, conferences, or workshops to enhance employee engagement and networking opportunities.

Office Assistant

CROWNTILES (U) LTD

07.2001 - 10.2001

Maintained confidentiality in handling sensitive information while performing administrative tasks.
Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
Increased customer satisfaction by providing professional and courteous front desk support.
Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.

Assistant to the Facilitator – Education Fair

BRITISH COUNCIL

02.2000 - 02.2000

Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
Worked closely with management to provide effective assistance for specific aspects of business operations.
Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
Greeted guests in with friendliness and professionalism.
Assisted manager in all aspects of business operations.

Cashier/Receptionist

EXCELLE BEAUTY SALON

01.1999 - 10.1999

Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Welcomed customers and helped determine their needs.
Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Built relationships with customers to encourage repeat business.
Greeted customers entering store and responded promptly to customer needs.
Enhanced customer satisfaction by providing efficient and accurate cash transactions.

Summary

Overview

Work History

Credit Control Supervisor

Credit Control Team Leader

Credit Controller

Customer Services Advisor

Office Administrator

Office Assistant

Assistant to the Facilitator – Education Fair

Cashier/Receptionist

Education

Bachelor of Arts - Bachelor of Arts in Education

Skills

Software

Timeline

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