LINDA MARION FATHUM

Airtel is a mobile communications and information technology services provider in Uganda.It’s a subsidiary company that has 9.8 million subscribers and representing a market share of approximately 44.5 percent given that there are about 22 million cellphone users in Uganda at the time and deals in a lot from telephony, broad band, devices to mobile money transfers. Airtel formally known as Celtel was the first mobile Telecommunication Company in Uganda introduced in 1995. As a mobile operator, Airtel introduced affordable communication products and services that have transformed millions of Ugandans and businesses.

Position:

Business Exception Personel responsibility is to reconcile an unusual condition within a business process that warrants investigation or external review. It may indicate fraud, error, a compliance failure, or other potential harm to the organization, customers, or other parties.

Responsibilities:

• Ensure correct billing of enterprise link
• Ensure that enterprise links are in Sync i.e., billing and invoices match capacity of the router
• Work with networks team to make sure that links are fully installed and have the right capacities
• Ensuring rightful suspensions/ termination/ Re-activations of enterprise links are done and giving well defined justification
• Giving accountability of daily reconciliations of Enterprise links to Revenue Assurance team for their update
• Ensure that there is no possible leakage of revenue by making sure all reconciliation have been handled timely
• Timely receipt/ posting of money on client’s accounts to avoid customer disconnection

Projects handled and Closed during my role/ Success Stories

• Participation in Migration of Fiber to Home internet links from postpaid payment to prepaid,
• Phase 1 and Phase Two Bad debt collection thus sent out Demand letters to clients whose outstanding balances were greater than 90 days
• This helped section clear debt by 75%
• Timely receipted accounts during Sit-in for receipting Executive who had resigned
• Exhibited can-do attitudes, flexibility, and quick learning of new activities on short notice at critical time when one of their team members resigned
• Closed huge backlog on reconciliations and amidst this coached new Teams on cash posting of corporate accounts.

Skills:

• Developed and maintained courteous and effective working relationships.
• Demonstrated high level of initiative and creativity while tackling difficult tasks.
• Demonstrated leadership skills in managing projects from concept to completion.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Self-motivated, with strong sense of personal responsibility.
• Passionate about learning and committed to continual improvement.
• Participated in team projects, demonstrating ability to work collaboratively and effectively.
• Proved successful working within tight deadlines and fast-paced environment.
• Proven ability to develop and implement creative solutions to complex problems.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Developed strong communication and organizational skills through working on group projects.
• Resolved problems, improved operations and provided exceptional service.
• Acted as team leader in group projects, delegating tasks and providing feedback.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Organized and detail-oriented with strong work ethic.
• Paid attention to detail while completing assignments.
• Worked well in team setting, providing support and guidance.
• Delivered services to customer locations within specific timeframes.
• Proved successful working within tight deadlines and fast-paced environment.
• Managed time efficiently in order to complete all tasks within deadlines.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations. Proved successful working within tight deadlines and fast-paced environment.
• Identified issues, analyzed information and provided solutions to problems.
• Delivered services to customer locations within specific timeframes.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Resolved problems, improved operations and provided exceptional service.
• Worked well in team setting, providing support and guidance.
• Demonstrated creativity and resourcefulness through development of innovative solutions.
• Excellent communication skills, both verbal and written.
• Cultivated interpersonal skills by building positive relationships with others.
• Skilled at working independently and collaboratively in team environment.
• Self-motivated, with strong sense of personal responsibility.
• Strengthened communication skills through regular interactions with others.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Gained extensive knowledge in data entry, analysis and reporting.

Responsibilities:

• Ensure excellent and efficient service delivery at shop aligned to service center standards
• Receive and respond to escalated queries and complaints from CSAs; where necessary refer these to relevant departments and follow up to ensure speedy resolution
• Receive communication on new products and services and cascade to CSRs effectively
• Provide feedback to CSRs to enable them to communicate with customers
• Identify training gaps and recommend trainings to ensure that are closed
• Make recommendations to management in terms of sales and service improvements
• Develop, communicate, and enforce stock holding procedures
• Ensure franchisee management manages stock levels to avoid stock outs
• Monitor franchised shops stocks/ product availability and variety
• Monitor and ensure proper branding in franchisee shops
• Identify and highlight any security gaps for immediate closure
• Monitor and highlight any staff disciplinary issues
• Align own shop best practices in franchisee outlet
• (Opening/Closing hours, name tags and uniforms, tidy work environment etc.)
• Follow up on system downtimes for speedy resolution
• Prepare and submit reports on daily performance from franchisee
• Prepare weekly/monthly reports on shop operations (Sales and service)

Success stories:

• As supervisor of New Company Owned Franchise Operated Service Centre, became profitable with first quarter of Financial Year
• Put in concerted effort to drive performance of Service Centre from -249.7% in April 2021 to 25.8% on February 2022
• In line with above, level of tenacity, drive, creativity, and goal driven spirit deserves and fact that one of core Key Performance Areas for Retail is Profitability of Service Centers.

Projects handled:

• Supported training function from June 2020 year to June 2022
• Accumulated total of 36 active training hours from Year to date
• Supported in E-Learning account creation for 60 new shop staff as well as hands-on support
• Trained 3 batches of sim swap agents for new AMB shops and continues to support and engage them on a weekly basis
• Prepared easy to use guides for systems and applications (Single View , PCRF, Mobiquity)
• Provides real time feedback on identified process / system knowledge gaps to be addressed in briefings
• Kept attendance records for all training sessions conducted on Zoom.

Achievements:

• Evaluated employee performance and coached and trained to improve weak areas.
• Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Achieved results by working with staff to meet established targets.
• Monitored workflow to improve employee time management and increase productivity.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Maintained compliance with company policies, objectives, and communication goals.
• Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Created timely and accurate inventory, cash and production reports for senior managers.
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
• Developed and implemented customer service policies to enhance satisfaction.
• Trained and oriented associates to maximize team performance.
• Solicited customer feedback to identify and improve on areas of weakness.
• Scheduled workers and delegated assignments to effectively meet expected customer and business demands.
• Monitored cashiers' work and balanced registers to maintain strong financial controls.
• Engaged associates in daily operations through open communication and upbeat team meetings.
• Coordinated merchandising displays, signage and sales enablement.
• Entered and priced inventory to assist with efficient restocking.
• Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
• Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
• Boosted team performance by developing customer service training materials and conducting service training.
• Conducted routine inspections to check quality and compliance with established specifications.

Responsibilities:

• Pushing for sales (up-selling and cross-selling), that’s encouraging customers to buy devices like phones, routers among others
• Helping customers with different situations like sim card replacements, internet settings on their phones, re-instating their sim cards
• Educating customers about the new products that have been introduced in case they inquired and walking them through the products
• Making daily sales reports and sending them to the marketing and sales departments
• Keeping track on records and management of daily stock
• High quality customer handling
• High level of integrity regarding company information and displaying high level of confidentiality
• Activating new customers through the sale of new sim cards.

Success Stories:

• While at our service Shop, I was recognized for being one of the best performers for the month of March 2015 I achieved 162% of my target
• While at Acacia Mall Shop, I was recognized for being one of the top performers for the month of September 2015, I achieved 152% of my target
• While at CSR in our New Park Shop I was recognized for being one of the top performers for the month of Jan 2018 1 achieved 149% of my target
• While at as CSR in our New Park Shop I was recognized for being one of the top performers for the month of May 2018. I achieved 144% of My target.

Achievements:

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Handled customer inquiries and suggestions courteously and professionally.
• Tracked customer service cases and updated service software with customer information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Responded proactively and positively to rapid change.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Promptly responded to inquiries and requests from prospective customers.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Implemented and developed customer service training processes.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Increased efficiency and team productivity by promoting operational best practices.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Investigated and resolved customer inquiries and complaints quickly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Trained staff on operating procedures and company services.
• Cross-trained and provided backup support for organizational leadership.
• Developed and updated databases to handle customer data.
• Created and maintained detailed database to develop promotional sales.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Sought ways to improve processes and services provided.
• Managed timely and effective replacement of damaged or missing products.
• Trained new personnel regarding company operations, policies and services.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Promoted available products and services to customers during service, account management, and order calls.
• Cross-trained and backed up other customer service managers.
• Investigated and resolved accounting, service and delivery concerns.

Responsibilities:

• Ensure shop is balancing as regards stock
• Monitoring shop position by ensuring that daily till sheets correspond with on-hand stock
• Send daily reports to Finance department, Credit team and Cash office
• Receive communication on new products and services and pass it on to Agents effectively
• Provide support to Agents to enable them to communicate with customers
• Receive and respond to escalated queries and complaints from CSRs and follow up to ensure faster closure

Success stories:

• As assistant supervisor at Acacia Mall Shop. Exhibited outstanding performance exhibited from April 2017 to June 2017.
• Put in concerted effort to drive & maintain the performance of shops. In line with the above, the level of tenacity, drive, creativity, and goal driven spirit deserves recognition because one of the core Key Performance Areas for Retail is Profitability of Service Centers.

Achievements:

• Supported Supervisor by preparing production reports and collating quality documentation.
• Worked with management team to implement proper division of responsibilities.
• Revised work practices to improve efficiency, boost quality and meet production goals.
• Set overall vision and provided team leadership.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Evaluated employee performance and coached and trained to improve weak areas.
• Completed yearly evaluations, set realistic goals and determined pay raises.
• Trained assembly finishers and evaluated quality of work.
• Inspected manufactured assemblies and monitored progress toward production dates.
• Tracked department resources and expenses.
• Submitted documentation and reports to upper management.
• Monitored expenditures and made revisions to budget to meet constraints.
• Coordinated with day shift supervisor to balance staffing as workloads changed.
• Recommended changes to policies and procedures to maximize team efficiency and productivity.
• Met with vendors to review purchase options and negotiate contract terms.
• Maintained accurate inventory, working with purchasing department and logistics for resupply
• Maintained safety records and accident reports for human resources.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitored workflow to improve employee time management and increase productivity.
• Achieved results by working with staff to meet established targets.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Maintained compliance with company policies, objectives, and communication goals.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Boosted team performance by developing customer service training materials and conducting service training.
• Conducted routine inspections to check quality and compliance with established specifications.
• Developed and implemented customer service policies to enhance satisfaction.
• Solicited customer feedback to identify and improve on areas of weakness.
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.

Responsibilities:

• Attending to walk-in customers and directing them to respective offices and advising them on how they can be helped
• Receiving incoming calls
• Handling court orders for proof of ownership of Sim cards and their transactions coupled with records
• Financial accountability upon requests of telephone and VAS records
• Accountable for all the walk-in customers through daily reports
• Accountable for the organization of the reception while making sure that the customers get a good ambiance
• Receiving court orders and making sure that they are approved within the shortest time possible

Success stories/ Projects Handled

• Proposed to the use office scheduling system which was improve on the customer service experience with visitors and reduce the traffic at the reception. This idea was highly welcomed by the Customer service management. It didn’t materialize because it was considered costly but liked the positive energy towards it
• Achieved 95% customer satisfaction score based on feedback forms
• Successfully handled 70+ phone calls daily with no complaints during the 9 months of my work with proper First-time resolution of customer queries.

Achievements:

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Prepared weekly employee work schedules to meet operational needs.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Kept accounts in balance and ran daily reports to verify totals.
• Provided responses to guest reviews on TripAdvisor, Booking.com and other websites.
• Planned coverage needs and organized services to support incoming special events.
• Held office meetings with staff to answer questions, resolve issues, and keep employees informed of changes.
• Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Maintained transaction security by verifying payment cards against identification.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.

Kfiles Bakcground:

K.Files is an archiving company that helps organizations compress their data, mainly from hard copy to soft copy.

Responsibilities:

• Entering data through spread sheets
• Recording the files; This was on a soft copy and hard copy
• Organizing records; Responsible of the physical arrangements
• Retrieve soft copy records on request of such clientele that we do mind this data for

Projects handled at KFiles limited

• Marsh (Alexander Forbes): While at marsh I helped marsh as a company come up with a filing system that enables it to easily retrieve it files easily physically and also computerized
• My team and I worked on project called Project Eiffel
• Project Eiffel had different phases
• Phase 1; Sorting of documents for registration of leases
• Phase 2; Creating of files for handover to Eaton
• Phase 3; Duplicating of files for archiving.

Achievements

• Entered numerical data into databases with speed and accuracy using 10-key pad.
• Scanned documents and saved in database to keep records of essential organizational information.
• Sorted documents and maintained organized filing process.
• Completed data entry tasks with accuracy and efficiency.
• Organized, sorted, and checked input data against original documents.
• Verified accuracy of data entered into system to produce error-free reports.
• Developed data entry policies and procedures in compliance with company standards.
• Entered data into various computer systems accurately using Microsoft Office Suite.
• Created and maintained data entry logs to track data entry activities.
• Developed and maintained databases to store customer information.
• Collated and organized data entry documents into filing systems for easy access.
• Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
• Resolved discrepancies in data entry activities for accurate, complete jobs.
• Followed established procedures to enter and process data correctly.
• Secured and protected data from unauthorized access by complying with security protocols.
• Coded and processed applications into required electronic formats.
• Followed data entry protocols, rules and regulations.
• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
• Used computer software to store and retrieve data.
• Updated and maintained customer information, documents and records.
• Developed and implemented data entry operations.
• Utilized techniques for increasing data entry speed.
• Managed and organized documents for data entry tasks.
• Analyzed current data records to provide detailed reports.
• Assisted with developing data entry processes.
• Corrected data entry errors to prevent duplication or data degradation.
• Kept optimal quality levels to prevent critical errors and support team performance targets.
• Built and maintained tracking databases for variety of measuring aspects.
• Compared transcribed data with source document to detect and correct errors.
• Created spreadsheets for more efficient recordkeeping.
• Evaluated source documents to locate needed information.
• Checked for accuracy by verifying data and records.
• Preserved customer confidence and protected operations by keeping information confidential.
• Conducted audits of existing data entry processes.

Background of Civil Aviation Authority:

• CAA is a government entity that handles all the aviation matters of the country whose mission is to maintain the highest possible standards of safety, security, and service in aviation

Responsibilities:

• Maintained database systems to track and analyze operational data.
• Explored new technologies and approaches to streamline processes.
• Preparing Local Purchase Orders
• Bid opening
• Issuing award letters
• Prepared quarterly procurement and disposal reports
• Prepared bidding documents
• Record keeping; responsible for organizing files in the supplies section and making sure that they are in the right position
• Evaluation
• Managing contracts

Achievements:

• Interacted with customers by phone, email, or in-person to provide information.
• Analyzed problems and worked with teams to develop solutions.
• Prepared project presentations and reports to assist senior staff.
• Participated in workshops and presentations related to projects to gain knowledge.
• Conducted extensive research for startup company projects.
• Collected, arranged, and input information into database system.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Created and managed project plans, timelines and budgets.
• Maintained accurate records and documentation of projects to inform stakeholders of progress and updates.
• Provided project progress updates and proposed solutions to issues.
• Sorted and organized files, spreadsheets, and reports.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Facilitated successful completion of projects from concept to launch.
• Developed and maintained relationships with key internal stakeholders.
• Assisted in developing integrated marketing strategies for small businesses.
• Collaborated with senior management on new initiatives to build confidence.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Conducted regular reviews of operations and identified areas for improvement.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Generated reports detailing findings and recommendations.

Back of Sameer Agriculture and Livestock (SALL):

• SALL is a private dairy company that deals in dairy products; it highly practices procurement and logistics at a professional level

Responsibilities:

• Making local purchase order; this was for all procurements for example services, supplies and works
• Making procurement requisition
• Store management: responsible of making sure that the right items were entering and leaving the store
• Making bin cards; These were used for physical counting of stock
• Receiving items from the suppliers; I made sure that the right items were received by asking for delivery note and issuing goods received notes (GRN)
• Records management; Responsible of organizing files in the right sequence
• Evaluation of suppliers
• Logistic activities; Responsible of tracking and tracing items from the suppliers.

Achievements:

• Analyzed problems and worked with teams to develop solutions.
• Interacted with customers by phone, email, or in-person to provide information.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Sorted and organized files, spreadsheets, and reports.
• Explored new technologies and approaches to streamline processes.
• Maintained accurate records and documentation of projects to inform stakeholders of progress and updates.
• Provided project progress updates and proposed solutions to issues.
• Facilitated successful completion of projects from concept to launch.
• Developed and maintained relationships with key internal stakeholders.
• Assisted in developing integrated marketing strategies for small businesses.
• Prepared project presentations and reports to assist senior staff.
• Participated in workshops and presentations related to projects to gain knowledge.
• Conducted extensive research for startup company projects.
• Supported with creating project marketing materials to promote services.
• Collaborated with senior management on new initiatives to build confidence.
• Collected, arranged, and input information into database system.
• Developed effective improvement plans in alignment with goals and specifications.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Created and managed project plans, timelines and budgets.
• Conducted regular reviews of operations and identified areas for improvement.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Frequently inspected production area to verify proper equipment operation.
• Educated staff on organizational mission and goals to help employees achieve success.
• Gathered, organized and input information into digital database.
• Observed packing operations to verify conformance to specifications.
• Generated reports detailing findings and recommendations.
• Devised and implemented processes and procedures to streamline operations.
• Supported creation of detailed, technical financial models to value potential acquisition targets.
• Maintained database systems to track and analyze operational data.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Evaluated customer needs and feedback to drive product and service improvements.