Josephine Nabukenya Kigongo
Service Supervisor Branch Network
Kampala,Uganda
Summary
Professional with proven track record in service management, known for ensuring operational efficiency and exceptional customer satisfaction. Strong focus on team collaboration and achieving results, reliably adapting to changing needs. Skilled in conflict resolution, process improvement, and staff training, with keen ability to motivate and lead teams toward success.
Overview
25
25
years of professional experience
12
12
years of post-secondary education
Work History
Service Supervisor Branch network
Centenary Bank
12.2021 - Current
- I have been able to conduct snap checks in the 80-branch network and made recommendations to impact customer satisfaction, including product uptake, process flow reviews, staffing gaps, ambience, complaints management and staff attitude.
- I oversee the performance and effectiveness of the customer satisfaction Initiatives. Through routine monitoring of the queue management system, I analyze the teller statistics in QMS versus the business intelligence system to ensure that the customers' wait, and service time is within the set standards and branches that fall short supported accordingly.
- I review the customer service policy every 2 years to ensure that it aligns with the current customer needs, industry and regulatory requirements.
- I have monitored the client experience through analyzing the feedback on the social media platforms, Online and telephone service experience surveys. This along with other interventions has enabled the bank to attain a satisfaction index of over 90% for the past 3 years.
- I have been able to identify, record and track risks associated with customer service and the banks' image in the enterprise risk management system and ensure that they are addressed by the relevant stakeholder in a timely manner.
- I am passionate about training and have been a critical resource in conducting needs assessment and consequential training for staff on new products, effective customer service & Regulatory information.
- For over 3 years, I have occasionally been delegated to act as Manager Customer Service. This has given me an opportunity to lead the various units including the Call Centre, the Contact Centre, the Branches and the outsourced call centre.
- I gained experience in preparation of reports such as the customer service performance, risk and regulatory reports, budgeting, stakeholder engagement and appraisal management.
- I am the Pathfinder/Culture transformation champion for the division. I lead by example, encouraging teams to adapt the new way of doing things, rallying staff to align with the organization's vision, mission and strategies.
Contact Centre Supervisor
Centenary Bank
06.2016 - 12.2021
- Following my notable input in the establishment of the Call Centre, I was assigned the role of starting up the first Contact Centre of the Bank at the head office- Mapeera.
- This role has enabled me to heighten my engagement, negotiation and communication skills, a key ingredient in strategy development and implementation.
- I supervised the mystery shopping exercise (July 2019) and prepared the report; several actions have been undertaken towards service quality improvement.
- I am able to assess scenarios, analyse related data and prepare routine reports highlighting trends and recommendations for management's decision making.
- I have been able to successfully manage the complaints and communication flows especially following the inauguration of various projects including the new core banking system (Profits), CenteMobile, Agent banking, VISA, Biometrics among others.
- I am the risk champion for the customer service unit; I have been able to identify and record incidents and risks that affect the quality of services offered to our clients.
- I occasionally conduct service-related trainings such as customer service trainings for new staff and was a trainer of trainees for the SAP Customer Relationship Management system.
Call Centre Supervisor
Centenary Bank
06.2013 - 05.2016
- Designed operational processes and reporting systems for the Call Centre.
- My routine analysis of interaction records from various channels including telephone, email and social media enabled management to make more informed decisions.
- Improved customer complaints management through timely capture and follow up of customer's issues with both internal and external stakeholders.
- The Bank was awarded most promising brand on social media in 2014 and in 2015 we received the award for best financial inclusion; the Call Centre team, which I supervised had a major role in earning this recognition.
- I conducted routine monitoring and training of the outsourced Call Centre to ensure that it synchronized with the Bank team to have seamless flow of customer issues.
- I conducted routine telephone-based customer surveys on the bank's products and services; the findings particularly informed management on the up take of the CenteMobile service and the credit products in specified branches.
Research Officer
Centenary Bank
11.2007 - 06.2013
- Successfully conducted the Bank's Customer Satisfaction Surveys with critical recommendations for review of processes, staff attitudes and product attributes.
- I conducted feasibility studies/surveys and advised management on the most appropriate locations for new branches and ATMs.
- Generated new product concepts, for example, the CenteEducation loan and CenteJunior.
- Also reviewed product attributes of the Salary Loan and Home Improvement Loan through gathering and analysing data on competitor products and service offering.
- On a daily basis I used to track events of activities and new innovations in the market place that had impact on the Bank; recommendations were to management.
Banking Officer
Barclays Bank (U) Ltd
07.2005 - 11.2007
- Pioneer staff of Shauriyako Branch; through personal selling I was able to on board several customers from the Nakivubo and Kiseka business areas.
- Participated the system software migration from M-banker to equinox; this involved change in the operations and a lot of customer communication.
- Throughout my assignments I observed high levels of integrity and adherence to standard operating procedures.
Marketing Rep/Merchandiser -StarMarts
Chevron Texaco (Caltex) Uganda
05.2002 - 03.2004
- Initiated a merchandising plan and implemented customer focused marketing activities for Caltex StarMarts with support from Chevron Texaco.
- Forecasted demand for company services and carried out regular analysis of competition.
- Participated in recruitment and overall supervision of staff for the non-fuel business at stations.
- Budgeted for and evaluated the non-fuel business portfolio within the company.
- Coordinated market research for the launch of partnerships with the telecoms.
- Worked with vendors (non-fuel business) to establish ATMs at some stations.
- Increased and improved StarMart staff skills in Merchandising and customer care through in-house and offsite trainings by various training partners.
- Carried out quality assurance by monitoring and evaluating service at stations through routine visits and research.
Marketing Rep - Southern Uganda and West Nile
National Medical Stores (NMS)
02.2000 - 05.2002
- Monitored and evaluated the implementation of marketing plans in the regions.
- Identified and quantified pharmaceutical needs of the respective regions.
- Monthly monitoring of usage patterns of essential medicines and medical supplies.
- Conducted trainings for health personnel with MOH and development partners.
- Having travelled all over Uganda, I am very familiar with the cultural and business practices of various communities.
Education
Msc. - Monitoring & Evaluation
Uganda Martyrs University Nkozi
Kampala 08.2017 - 05.2020
Cert - Start and Improve your Business training of trainers
ILO/YEFAFRICA.ORG
Kampala 04.2014 - 05.2014
Certificate - Contact Center Strategic Management
Rode Jones Master Class
Cape townPost Graduate Certificate - Research Methods and Writing Skills
Center For Basic Research
Kampala 05.2008 - 05.2008
Post Graduate Diploma - Project Planning and Management
Uganda Management Institute
Kampala 03.2007 - 04.2008
Diploma - Microfinance
Uganda Institute of Bankers
Kampala 01.2004 - 05.2004
Bachelor's degree - Business/commerce, general
Makerere University
Kampala 09.1995 - 04.1998
High school/secondary certificate programs, other - Uganda Certificate of Education (UCE), Uganda Advanced Certificate of Education (UACE)
Mt. St. Mary's College Namagunga
Kampala 02.1989 - 05.1994
Skills
MS-Office
Training
- Market Research for Microfinance, MicroSave, 06/01/09
- Sale & Marketing, Inspired resource centre & consultancy, 08/01/08
- Sales Territory Management, Business Support Consultancy International Ltd., 01/01/03
- Effective Credit Control & Debt Collection, Manpower Services (U) Ltd., 01/01/03
Timeline
Service Supervisor Branch network
Centenary Bank
12.2021 - Current
Msc. - Monitoring & Evaluation
Uganda Martyrs University Nkozi
08.2017 - 05.2020
Contact Centre Supervisor
Centenary Bank
06.2016 - 12.2021
Cert - Start and Improve your Business training of trainers
ILO/YEFAFRICA.ORG
04.2014 - 05.2014
Call Centre Supervisor
Centenary Bank
06.2013 - 05.2016
Post Graduate Certificate - Research Methods and Writing Skills
Center For Basic Research
05.2008 - 05.2008
Research Officer
Centenary Bank
11.2007 - 06.2013
Post Graduate Diploma - Project Planning and Management
Uganda Management Institute
03.2007 - 04.2008
Banking Officer
Barclays Bank (U) Ltd
07.2005 - 11.2007
Diploma - Microfinance
Uganda Institute of Bankers
01.2004 - 05.2004
Marketing Rep/Merchandiser -StarMarts
Chevron Texaco (Caltex) Uganda
05.2002 - 03.2004
Marketing Rep - Southern Uganda and West Nile
National Medical Stores (NMS)
02.2000 - 05.2002
Bachelor's degree - Business/commerce, general
Makerere University
09.1995 - 04.1998
High school/secondary certificate programs, other - Uganda Certificate of Education (UCE), Uganda Advanced Certificate of Education (UACE)
Mt. St. Mary's College Namagunga
02.1989 - 05.1994
Certificate - Contact Center Strategic Management
Rode Jones Master Class
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