Irachan Jovia Angela
Kampala
Summary
I am a self-driven, result oriented, tolerant, determined, and reliable individual with a positive outlook, and a clear focus on high quality, business profit and with enthusiasm to learn more things by taking up challenging tasks. To strive for excellence and perform to the best of my ability to be a role model and positive transformer to many people globally as well as leaving things better than I find them.
Overview
9
9
years of professional experience
Work History
Customer Complaints Officer
Sanlam Life Insurance
05.2024 - 05.2025
- Receive and Record complaints from clients through various channels such as phone, email, or in person.
- Conduct thorough investigations into client complaints, gathering all necessary information from relevant sources, including client accounts, transactions, and interactions with company representatives.
- Resolve customer complaints promptly and effectively. Determine appropriate solutions in line with company policies and regulatory guidelines. Communicate solutions to clients clearly and professionally.
- Maintain Communication to keep clients informed about the progress of their complaints and expected resolution timelines. Provide updates as necessary and ensure clients feel valued throughout the process.
- Liaise with different departments within the company to investigate and resolve complaints.
- Ensure Compliance: Ensure all complaint handling processes adhere to company policies, regulatory requirements, and industry standards.
- Provide Feedback: Offer insights and feedback to management based on client complaints and resolutions. Suggest improvements to products, services, or procedures based on client feedback.
- Any other duties as assigned by the line manager.
Value creation Executive
Ayo Insurance Broker Uganda
01.2022 - 01.2024
- Manage pre-churn and active base: Offer quality engagement of the existing customer, to establish their challenges.
- Troubleshoot and escalate customers’ complaints to the responsible channel.
- Update customer's details in the system.
- Take on extra responsibilities and duties as required by the business or assigned by immediate supervisor.
- Document all feedback.
- Educate customers about the company’s services.
Value Creation Acting Supervisor
aYo Insurance broker Uganda
03.2023 - 06.2023
- Manage pre-churn and active base: Offer quality engagement of the existing customer, to establish their challenges.
- Establish current customer challenges and the product knowledge gaps in the market.
- Execute customer surveys to meet business objectives and needs.
- Execute Customer Value Management (CVM) campaigns with the aim of retaining customers.
- Document all feedback.
- Submit summarized reports on market feedback.
Audit Clerk
Team and Company. CPAs
06.2016 - 08.2016
- Preparation of Audit files
- Entering accounting data
- Posting transactions
- Entering entries to cash and ledger books
Education
Bachelor of Business Administration - Accounting
St. Lawrence University
01.2017
Uganda Advanced Certificate of Education - undefined
St.Janan Luwum Sec.school
01.2012
Uganda Certificate of Education - undefined
Nakaseke International College
01.2010
Skills
- Computer skills:
- I have good skills in computer applications like MS word and Excel
- I am a heuristic person able to learn complex situations by myself most especially in this computer world today
- Good working knowledge of internet, emails
- Interpersonal skills:
- I have the ability and willingness to initiate activities with peers and others
- I have good interpersonal skills which I have been able to build over the years
- I was able to boost my interpersonal skills while working with St Peters school and Team and company, CPAs
- I have excellent customer care skills that I studied during my 2nd semester at St Lawrence University
- Management skills:
- I establish goals for myself professionally and set targets for achieving them as quickly as possible At the same time, I have been numerous deadlines as an accountant and businessperson
LANGUAGES
Proficient in spoken and written English, Good at spoken Luganda and Luo
Timeline
Customer Complaints Officer
Sanlam Life Insurance
05.2024 - 05.2025
Value Creation Acting Supervisor
aYo Insurance broker Uganda
03.2023 - 06.2023
Value creation Executive
Ayo Insurance Broker Uganda
01.2022 - 01.2024
Audit Clerk
Team and Company. CPAs
06.2016 - 08.2016
Bachelor of Business Administration - Accounting
St. Lawrence University
Uganda Advanced Certificate of Education - undefined
St.Janan Luwum Sec.school
Uganda Certificate of Education - undefined
Nakaseke International College