Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOANNA AHIMBISIBWE

Kampala

Summary

Results-oriented Project Officer and Customer Service Advisor with strong experience in Monitoring & Evaluation, project coordination, and customer service within the banking and microfinance sector. Skilled in data analysis, stakeholder management, and implementation of development projects with a focus on impact, quality, and safeguarding standards.

Overview

10
10
years of professional experience

Work History

Project Officer / Customer Service Advisor

BRAC Uganda Bank Ltd
Kampala, Kampala District
09.2023 - Current
  • Participated in the design and implementation of project and product activities to ensure measurable impact.
  • Coordinated implementation of the AIM Project, working closely with field teams to ensure effective delivery of project activities.
  • Tracked and monitored project performance, including financial literacy sessions, AIM club days, and participant transition to microfinance.
  • Prepared periodic activity plans and reports (weekly, monthly, and quarterly).
  • Kept stakeholders informed of progress through regular status updates clearly communicating any changes to project scope, timeline or budget.
  • Ensured achievement of programmatic targets in line with approved work plans.
  • Maintained and updated project records and documentation, including activity reports and case studies.
  • Identified project risks and developed mitigation plans to keep projects on course.
  • Attended monthly coordination meetings with NGO and branch office stakeholders.
  • Promoted gender equality by supporting initiatives aimed at reducing violence against women and children and improving women’s decision-making capacity.
  • Promoted and enforced safeguarding policies and standards across all project activities.
  • Contributed to the development of M&E tools, including customer satisfaction surveys.
  • Supported the development of M&E frameworks used across bank and NGO projects to measure outcomes and achievement of objectives.
  • Managed department call volume of 60 inbound calls per day centered around customer feedback, queries, and complaints promptly and professionally. and coordinated department schedules to maximize coverage during peak hours.
  • Conducted minimum of 400 outbound calls centered around product cross-selling using customer needs assessment techniques and dormant account activations..
  • Prepared routine customer service reports and maintained departmental documentation.

Project Staff – Monitoring & Evaluation

Microfinance Support Centre Ltd
Kampala
03.2016 - 12.2017
  • Strengthened monitoring, inspection, and evaluation procedures across projects.
  • Monitored project activities, expenditures, and progress toward outputs and outcomes.
  • Prepared routine progress and performance reports.
  • Developed monitoring and impact indicators to measure project success.
  • Collaborated with project teams to ensure quality and timely completion of deliverables.
  • Ensured alignment of work plans across 12 zonal branches with the organization’s overall Strategic Plan.

Education

Postgraduate Diploma - Monitoring and Evaluation

Uganda Management Institute
Kampala
08.2020

Bachelor of Ethics and Developmental Studies -

Uganda Martyrs University
Nkozi, Uganda
11.2015

Uganda Advanced Certificate of Education (UACE) -

Trinity Senior Academy
Entebbe
12.2011

Skills

Operations and Staff Management

Monitoring & Evaluation (M&E)

Data Analysis (ODK, SurveyCTO)

Financial Accountability

Record Keeping & Documentation

Strategic Planning & Implementation

Stakeholder Management

Teamwork & Collaboration

Problem Solving & Customer Service Excellence

Multi-tasking & Deadline Management

Banking CRM Knowledge

Computer Proficiency (MS Office, SPSS, STATA)

Timeline

Project Officer / Customer Service Advisor

BRAC Uganda Bank Ltd
09.2023 - Current

Project Staff – Monitoring & Evaluation

Microfinance Support Centre Ltd
03.2016 - 12.2017

Postgraduate Diploma - Monitoring and Evaluation

Uganda Management Institute

Bachelor of Ethics and Developmental Studies -

Uganda Martyrs University

Uganda Advanced Certificate of Education (UACE) -

Trinity Senior Academy
JOANNA AHIMBISIBWE