Maria Assumpta Nalwanga
Mukono
Summary
Dynamic Team Leader at World Host Group with a proven track record in enhancing billing processes and training teams. Adept in customer relationship management and effective communication, I excel at resolving client inquiries and ensuring satisfaction. My detail-oriented approach and problem-solving skills have driven significant improvements in operational efficiency.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Team Leader- Billing
World Host Group
Mukono
11.2024 - 05.2025
- Managed 9-member team in Uganda, supervising 3 Bali colleagues handling billing across different time zones.
- Conducted training sessions on billing knowledge, ensuring team readiness for client inquiries.
- Oversight of the activities of the billing team to ensure that clients' inquiries and complaints regarding payments, extensions of payment deadlines, invoices, among others, are handled to client satisfaction.
- Reconciliation of payments for Wise and Citi bank transfers and other payment gateways such as Stripe, Paypal, Flutterwave and Paystack
- Managed refund processing to uphold financial integrity.
- Created comprehensive documentation of billing procedures to support training and compliance.
- Provided ongoing support to enhance team performance and resolve client issues.
- Improved clarity in billing protocols through structured documentation.
Customer Service Representative
World Host Group
Mukono
05.2024 - 11.2024
- Facilitated technical support for Verpex clients via chat and ticket systems.
- Resolved customer inquiries efficiently, offering problem-solving assistance through live interactions and tickets.t
Quality Assurance officer
Kampala Pharmaceutical Industries Limited
Kampala
04.2023 - 06.2023
- Conducted quality checks to ensure the pharmaceutical products meet the desired standards
- Conducted line clearance for batch to batch or product to product changeover
- Wrote in process quality control reports for each product online in an interval of about 30 minutes to an hour
- Calibrated laboratory equipment such as friabilators, weighing scales as well as cleaning others like the friabilators and disintegration machine
Project Intern
Synbio Africa
Entebbe
09.2022 - 02.2023
- Supported the project team with logistical arrangements for over 150 high level biosecurity stakeholders from 30 countries in Northern, Western and Southern Africa
- Facilitated a session on youth involvement in combating GCBRs for biosecurity stakeholders from countries in Central and West Africa
- Participated in post-workshop evaluation for 3 international workshops and writing activity reports for the project funder
- Recorded proceedings of weekly p
Pharmaceutical Scientist
Natural Chemotherapeutics Research Institute _ Ministry of Health Uganda
Kampala
10.2021 - 11.2021
- Worked with the facilitators to identify and name herbal medicinal plants and participated in extraction and identification of some active compounds from crude plant extracts and pharmacological studies on a few extracts and synthetic drugs
- As a student intern coordinator, I relayed information between our internship facilitators and a group of 10 students
Field Interviewer
Makerere University Research and Innovation Fund
Kampala
09.2021
- Collected data using Online Data Kit (ODK) from over 150 people within Wakiso district about their willingness to use genetically modified crops
- Explained the purpose of the study to the respondent, procedures to be followed during the survey as well as the risks and benefits of participating in such a survey
Education
BSc - Biotechnology
Makerere University
Kampala, Uganda09.2022
Skills
- Microsoft Office
- Critical thinking
- Problem solving
- Detail oriented
- Public Speaking
- Team leadership and supervision
- Shift scheduling
- Documentation and reporting
- Employee training
- Customer relationship management
- Effective communication
Certification
- IC3 Digital Literacy, 2021
- Good Clinical Practice
Languages
- English
- Luganda
Hobbies and Interests
- Reading
- Watching movies
- Trying new dishes
Personal Information
- Gender: Female
- Nationality: Ugandan
Leadership Experience
- Guild Tribunal Member, Makerere University Guild, 01/01/22, 12/31/21
- Academics Minister, Makerere University College of Natural Sciences, 01/01/21, 12/31/20
- Vice President, Makerere University Biotechnology Society, 01/01/20, 12/31/21
Timeline
Team Leader- Billing
World Host Group
11.2024 - 05.2025
Customer Service Representative
World Host Group
05.2024 - 11.2024
Quality Assurance officer
Kampala Pharmaceutical Industries Limited
04.2023 - 06.2023
Project Intern
Synbio Africa
09.2022 - 02.2023
Pharmaceutical Scientist
Natural Chemotherapeutics Research Institute _ Ministry of Health Uganda
10.2021 - 11.2021
Field Interviewer
Makerere University Research and Innovation Fund
09.2021
BSc - Biotechnology
Makerere University
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