Nanteza Joan
Kampala,Uganda
Summary
Organized and adaptable professional with considerable working experience in various office environments. My attention to detail and excellent time management skills means that every task is completed efficiently and to the highest possible standard. I have 8 years’ experience in Operations and Administration, Procurement, and Financial Management Reporting. I am professional with keen attention to detail, very reliable and ambitious, with a pleasant personality and interpersonal skills; I have advanced level excel skills, knowledge and experience of various Microsoft packages, outlook, and presentation skills using PowerPoint. Professionally acquired skills, attention to detail, commitment and service are what I offer. I am a very motivated person who is very keen to have a successful career. I am now looking forward to making a significant contribution to an institution that offers a genuine opportunity for progression.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Social Media Executive
Airtel Uganda
Kampala, Uganda
11.2025 - Current
- Aid Pin rests and SIM swap requests for customers including but not limited to account barring, account unlock, pin reset, password reset and IP modification.
- Timely creation and setting up of subscribers upon submission of valid and compliant documentation.
- Ambiguous settlement for all transactions that remain single sided as per customer request.
- Handle all customer queries relating to receipt of funds.
- Customer complaint analysis, to management for improvements.
- Enhance customer engagement by implementing seamless customer follow-through.
- Support employees and improve the efficiency of the company.
- Enhancing brand visibility and customer satisfaction.
- Successfully managing social media crises and product launches.
Back Office Executive
Airtel Uganda
Kampala, Uganda
11.2025 - Current
- Ensure accurate and efficient Postpaid dunning to ensure payment for used services and reduce company debt whilst maintaining keeping customer informed (KCI) guidelines and adherence to the process.
- Supporting the Franchise partners, SSOs, COCOs.
- Ensure proper archival of channel partner information.
- Support churn, swap, unbarring, sim provisioning among others to enable customers effectively use their services.
- Deactivation of accounts post bad debt write off approvals such as wewole, quick Loans, tugabane.
- Check and ensure 100% compliance with the processes, escalate gaps leading to non-compliance with stakeholders and follow through closure.
- Activation/Unbarring of accounts basis payment and /or approved P2P requests in the CRM and manual tracking where function is not available in CRM.
- Activate subscriber numbers in accordance with company policy and revenue assurance guidelines.
- Timely provisioning of services within TAT.
- Handle and resolve escalated queries from CRSs within the SLA.
- Entrusted to work and uphold protocol within corporate office among high-level executives.
- Support employees and improve the efficiency of the company.
- Organized database to track business contacts.
- Broadened and maintained an extensive network of contacts and clients.
Claims/Credit Control Lead
C-Care International Hospital Kampala, Namuwongo
Kampala, Uganda
10.2022 - 06.2024
- Work as a credit control officer; handling online and system vetting and any other duty assigned from time to time.
- Review all medical and non-medical errors on each claim and dispatch them to different insurances.
- Ensure all claims are vetted and audit claims are received monthly.
- Oversee claims daily operations to ensure accuracy and completeness of each patient file.
- Ensure that all medical diagnostic related rejections are minimized to a zero percent and a monthly rejection report is submitted to the finance manager.
- Frequently give back to the affiliate doctors/specialist and all other stakeholders on Insurance exclusions.
- Responsible for reconciling disputed claims with the respective doctors.
- Internally source for medical explanations from the respective personalities/officers to be able to explain any claims rejections and assist the credit controller in resubmitting them to the Insurance Companies for payment.
- Regularly liaise with the Insurance Companies and be able to meet and explain any variances in the Claims.
- Perform any other duties that may arise in line with this role or the function it supports and as assigned from time to time.
- Reconcile with insurance for full payments.
- Co-ordinate annual business risk review by Professional Indemnity.
- Complete expressions of interest for potential job submissions, handling MS Projects.
- Summaries and presented results and recommendations from analysis to continue progression of business.
- Investigated exposure to risks, proposing framework and activity to provide best company resilience.
Relationship Manager
DFCU Bank-Uganda
Kampala, Uganda
07.2018 - 08.2021
- Act as a one-point contact for customer requests, queries and complaints.
- Building, managing, and maintaining strong, long-term relationships with key business stakeholders.
- Ensuring high levels of client satisfaction and retention, reducing churn, and acting as the main point of contact for escalations.
- Act as the primary point of contact for client queries, complaints, and needs, providing proactive service.
- Acting as a trusted partner by educating clients about new products, services, and special offers, ensuring tailored solutions to their needs.
- Monitoring client usage patterns, reporting on sales and service performance, and preparing business reviews.
- Working with internal technical, sales, and support departments to ensure seamless service delivery and resolve customer complaints promptly.
- Cultivated strong, long-term relationships, resulting in a 20% increase in revenue from existing accounts.
- Reduced portfolio risk by identifying potential issues early, improving overall credit quality.
- Ensured 100% compliance with banking regulations and internal policies, resulting in high audit ratings.
Customer Experience Advisor-Team Leader
DFCU Bank-Uganda
Kampala, Uganda
09.2021 - 08.2022
- Oversee all related bank documents, conduct analysis of management and identify potential operating issues, security and efficiency storing information and files in the database.
- Managing large amounts of inbound and outbound calls in a timely manner.
- Identifying customers’ needs, clarifying information, researching every issue and providing solutions.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Check on the status of customer accounts and track checks and payments.
- Review and explain account charges.
- Assist banking customers who are victims of fraud, theft or identity theft.
- Assist customers with replacing lost or stolen credit or debit cards.
- Maintained excellent working relations with numerous external clients, providing timely information.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Processed inbound customer calls, providing information on service or product upgrades.
- Maintained compliant documentation on software for reliable company records.
Administration and Procurement Executive
Lumonya, Bushara & Co. Advocates
Kampala, Uganda
08.2015 - 04.2018
- Filling all returns and taxes.
- Provided financial performance reports as part of monthly reporting, monitoring data and information processing to minimize errors by 100%.
- Create and maintain relationships with vendors/suppliers.
- Estimate and establish budgets for purchases.
- Make professional decisions in a fast-paced environment.
- Review all vendors and suppliers.
- Maintain purchase records and other important data.
- Negotiate pricing and supply contracts.
- Task multiple handling and ability to meet deadlines.
- Coordinate annual risk business review by professional indemnity.
- High capability in oral and written communication when discussing issues with customers and staff members or delivering correspondences.
- Exceptional ability to deliver outstanding customer service and diffuse customer complaints and problems.
Procurement Manager
Lea Associates (Lasa-Uganda)
Kampala, Uganda
02.2013 - 06.2015
- Ensure that organization has the resources they need to operate effectively.
- Assist Procurement Officer and his Assistants in raising quotations, quotation analysis, preparing the tender and procurement documents.
- Prequalify suppliers through tendering.
- Send and evaluate proposals.
- Manage the relationship with suppliers/vendors.
- Compile tender reports.
- Share reports with the relevant stakeholders to guide decision making.
- Identify and negotiate terms in line with Organization requirements and culture.
- Review products and services and related terms.
- Evoke relevant clauses in line with contracts and existing circumstances.
- Supervised 5 staff (down from 8 following the start of the recession).
- Onboarded new staff to the clients' team, informing them on procedures, policies and standards.
- Screened and directed incoming phone calls and distributed correspondence effectively.
- Supervised budgets and timelines, ensuring progress met project scope targets.
- Independently managed employee motivation and training.
- Co-ordinate annual business risk review by Professional Indemnity.
Education
Degree - Procurement and Logistics
MUTESA 1 ROYAL UNIVERSITY
01.2018
O’ Levels -
MULAMA SECONDARY SCHOOL
01.2010
A ‘Levels - History, Geography, Economics and Divinity
MULAMA SECONDARY SCHOOL
Training
- Registered Member of the Institute of Procurement Professionals of Uganda (IPPU)
- Student Member of Chartered Institute of Procurement and Supply (CIPS)
References
- Mike Muhangi, Head Contact and Digital Experience, mike.muhangi@ug.airtel.com, +256704008595
- Mubarak Opio, Human Resource-TrueNorth, a_Mubarak.Opio@ug.airtel.com, +256753724821
Certification
I, the undersigned, certify that to the best of my knowledge and belief, this data correctly describes me my qualifications, and experience. Signed: Joan Nanteza
Personal Information
Citizenship: Ugandan
Timeline
Social Media Executive
Airtel Uganda
11.2025 - Current
Back Office Executive
Airtel Uganda
11.2025 - Current
Claims/Credit Control Lead
C-Care International Hospital Kampala, Namuwongo
10.2022 - 06.2024
Customer Experience Advisor-Team Leader
DFCU Bank-Uganda
09.2021 - 08.2022
Relationship Manager
DFCU Bank-Uganda
07.2018 - 08.2021
Administration and Procurement Executive
Lumonya, Bushara & Co. Advocates
08.2015 - 04.2018
Procurement Manager
Lea Associates (Lasa-Uganda)
02.2013 - 06.2015
Degree - Procurement and Logistics
MUTESA 1 ROYAL UNIVERSITY
O’ Levels -
MULAMA SECONDARY SCHOOL
A ‘Levels - History, Geography, Economics and Divinity
MULAMA SECONDARY SCHOOL