Lynda Nabayinda Were
Customer Experience, Asset Management
Kampala,Seguku
Summary
Lynda is an accomplished Results-driven Customer Experience Professional, Influential leader with competent communication skills coupled with a motivational management style that helps deliver the much needed team results offering proven history of achievement during a twenty year career in demanding commercial environments. A talented leader with analytical problem-solving and strategic planning expertise coupled with Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
2
2
Languages
6
6
years of post-secondary education
19
19
years of professional experience
Work History
Customer Service Director
Airtel Uganda
Kampala , Kampala
09.2016 - Current
- Established and Monitored Customer Service Standards to meet the service goals of the company by employing recognized and comprehensive benchmarks.
- Established and Monitored the Customer Care Strategy with connecting of local realities, competition and regulatory environment
- Ensured Accurate profiling of customers in conjunction with marketing team to facilitate the creation of products and services that addresses the specific needs of the current and Potential customer base thereby increasing usage and retention
- Tracked and worked within set budget for entire Customer Directorate ensuring zero negative deviations and a minimum saving of 15% year on year.
- Reduced calls at the call centre by 50% through self help solutions and simplified processes digitization.
- Enhanced department structure and process workflows to improve compliance thus minimizing liabilities arising from customer complaints. 98% of all complaints are resolved within 24hours as a result.
- Implemented the biometric simcard registration process as laid out by the government regulator achieving 100% KYC compliance of all subscribers.
- Improved showroom revenues and profitability by 24% and 45% respectively in a two year period.
- Devised recommendations to streamline and simplify customer support system, improving response time to 95% within agreed service levels.
High Value Experience Manager
Airtel Uganda
Kampala
04.2011 - 09.2016
- Reduced High Value customer inactivity by 30%; Increased Average revenue per user by 24% by managing customer lifecycles and inactivity.
- Rolled out the differentiated customer care service model in High Value Customer Segment and implemented the service camps initiative to proactively reduce customer pain points.
- Reviewed the closely watched numbers for trends of customer behavior that informs our interpretation and development of action plans for improvements.
- Monitored Service Operations and ensured achievement of targeted customer satisfaction ratings.
Assistant Corporate Business Support Manager
Barclays Bank (Absa Bank)
Kampala
07.2010 - 04.2011
- Accomplished a Turn around of 50% of corporate accounts portfolio that were not performing back to an active book after finalizing their financial position.
- Relationship Management of Non performing Corporate Accounts and provided solutions to improve their financial distress thus enabling them to meet their financial obligations.
- Increased Customer satisfaction levles to greater than 85% through novel engagement techniques
Credit Control Manager
Barclays Bank (Absa Bank)
Kampala, Kampala
10.2006 - 07.2010
- Developed a robust mechanism of minimizing NPA of the scheme loan portfolio of circa 100 companies to a minimum hence reducing bad debt through exemplary client engagement.
- Assessed and vetted credit appraisals for Small and Medium Enterprises (SMEs).
- Contributed to loan installment collections and recoveries achieving the set target of 85%.
- Monitored the performance, evaluation and reconciliation with third party debt collectors on the payment of Non-performing assets (NPA)
Customer Service Manager
Nile bank - (Barclays Bank/Absa)
Kampala, Seguku
08.2005 - 09.2006
- Responsible for and Supervised 7 front line executives to ensure high quality service levels at branch level
- Introduced higher standards for customer experience at the branch - Account opening, statements dispatch, salary posting, cross selling & improved Turnaround time to less than 48hour query resolution.
- Increased branch ATM uptime to 99% month on month whilst handling ATM and branch assets duty.
Education
Master of Science - Financial Management
Uganda Management Institute
Kampala Uganda 06.2010 - 07.2012
No Degree - Bullet Proof Manager
CRESTCOM
Kampala Uganda 01.2012 - 06.2012
No Degree - Credit Management
Uganda Institute of Bankers
Kampala - Uganda 01.2010 - 12.2010
Bachelor of Science in Bot/Zoo & Biochemistry - Microbiology
Makerere University
Kampala Uganda 08.1997 - 08.2000
Skills
Relationship Management
undefinedAffiliations
- Toastmasters
- Rotary International
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is not over until I win
Les Brown
Timeline
Customer Service Director
Airtel Uganda
09.2016 - Current
No Degree - Bullet Proof Manager
CRESTCOM
01.2012 - 06.2012
High Value Experience Manager
Airtel Uganda
04.2011 - 09.2016
Assistant Corporate Business Support Manager
Barclays Bank (Absa Bank)
07.2010 - 04.2011
Master of Science - Financial Management
Uganda Management Institute
06.2010 - 07.2012
No Degree - Credit Management
Uganda Institute of Bankers
01.2010 - 12.2010
Credit Control Manager
Barclays Bank (Absa Bank)
10.2006 - 07.2010
Customer Service Manager
Nile bank - (Barclays Bank/Absa)
08.2005 - 09.2006
Bachelor of Science in Bot/Zoo & Biochemistry - Microbiology
Makerere University
08.1997 - 08.2000
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