Mary Magdalein Zawedde Kakooza

• My role requires deliverery of exceptional customer service, addressing concerns promptly and professionally to avoid having dissatisfied customers (detractors)
• Increase client satisfaction by providing tailored financial advice and personalized banking .
• Build and maintain portfolio of loans to meet established goals and objectives.
• Collaborate with team members to consistently meet or exceed branch sales targets and objectives.
• Enhance bank profitability by effectively cross-selling various financial products and services.
• Maintain strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
• Proactively identify potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
• Collaborate with other departments to confirm compliance with banking procedures and regulations.
• Provide expert guidance on investment strategies, optimizing portfolios to maximize returns for clients.
• Investigate customer inquiries and resolved discrepancies in helpful and timely manner.
• Am tasked to establish rapport with new clients to increase satisfaction and loyalty.
• Educate customers on features and benefits of banking products and services.
• Evaluate client financial positions and identified most appropriate banking products.
• My role involves mentoring junior staff members, fostering a supportive work environment that encourages professional growth and
• Strengthen communication skills through regular interactions with others.
• Work well with the branch team and other stakeholders providing support and guidance.
• Demonstrate strong organizational and time management skills while managing multiple projects. For example i was assisting the branch manager and at the same time ensuring that my individual deliverables are being met
• Proved successful working within tight deadlines and a fast-paced environment.

• To grow, maintain the bank's top customer relationships and ensuring am fully conversant with their needs and services to meet their expectation
• Ensure constant update on bank's knowledge of the available products and solutions
• Ensure fellow branch staff are updated and couched with product knowledge and selling skills
• Together as a team, ensure the bank policies and controls are adhered to without compromise

With this, we achieved revenue growth of 3%, and the customer portfolio grew as satisfied customers refered others to the bank and the branch as well for that period

• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
• Responded to customer inquiries regarding new accounts and account services.
• Presented new and additional products and services to existing customers.
• Resolved customer complaints and disputes to maintain satisfaction and loyalty.
• Increased daily sales by selling banking products and financial services to customers.
• Collaborated with team members to achieve branch targets while maintaining high levels of customer service.
• Cultivated interpersonal skills by building positive relationships with others.
• Strengthened communication skills through regular interactions with others.

• Mentored junior team members on best practices in credit control management.
• Reviewed existing policies regularly to maintain compliance with industry regulations and best practices in credit control management.
• Maximized team productivity with effective delegation and workload management.
• Assisted in setting monthly targets for the credit control team, driving goal achievement through consistent monitoring and motivation.
• Recommended approval or disapproval of credit loans.
• Collaborated with the sales department to establish credit terms for new and existing customers, ensuring optimal balance between sales growth and risk management.
• Enhanced employee performance through regular training sessions and providing constructive feedback.
• Analyzed applicants' financial status and credit evaluation to determine loan feasibility.
• Facilitated smooth resolution of disputes by liaising with other departments effectively.
• Streamlined communication between departments to facilitate seamless information sharing regarding credit control matters.
• Evaluated customer creditworthiness using various tools such as credit bureau reports and the Public service system that codes all borrowers on government payroll.

• Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
• Maintained a high level of product knowledge to effectively assist c
• ustomers with accurate information and recommendations.
• Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
• Updated account information to maintain customer records.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Processed customer service orders promptly to increase customer satisfaction.
• Promoted company brand and unique offerings through personalized customer service.
• Set up service appointments to handle advanced technical concerns at customer locations.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Trained in conversational local language to enhance service of most customers
• Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
• Communicated with clients regarding account services, statements, and balances.