Miriam Zawedde
Relationship Manager
Kampala
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Outside sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
Work History
Key Account Manager
Airtel Mobile Commerce Uganda Limited
9 2024 - Current
- Acquisition of new clients to consume Airtel Money products, relationship management, revenue growth and portfolio management, generation of product concept notes, business case development, product development, User Acceptance Testing and process approvals
- coordination of the technical integration with corporate clients, customer experience, usage and product and services go live coordination
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
- Strengthened client relationships through regular communication and effective problemsolving.
- Developed customized proposals for potential clients, demonstrating the value of the company''s products and services.
- Developed and delivered presentations to key customers to position products and services.
- Built and maintained strong client relationships to drive business growth.
- Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
- Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
Operations Supervisor
Airtel Mobile Commerce Uganda Limited
11.2020 - 08.2024
- Managing a team of 13 executives that supports the operations of Airtel money
- Remotely supervised my team during the pandemic and ensured consistent output
- Modified 3 existing processes, created a new policy that saw improvement in mobile money agent onboarding from an average of 300 agents a month in April 2021 to 9,000 agents as of August 2022
- Managed to achieve a very good audit rating of 90% in the financial year 2020 – 2021
- Coordinated and approved the manual modification of 700 Airtel money Payout accounts’ grade code modification which had failed due to system failure hence minimizing revenue loss – an effort which led to 53% growth in Bulk payment revenue
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Increased production output by optimizing equipment usage and scheduling preventive maintenance programs.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
- Enhanced team productivity by implementing dynamic scheduling system that matched tasks with expertise.
- Ensured compliance with industry regulations and standards, maintaining company's reputation and avoiding penalties.
- Collaborated with sales team to align operational capabilities with customer expectations, boosting client satisfaction.
- Facilitated seamless communication channels between departments, improving coordination and project outcomes.
Retail Supervisor
Airtel Uganda Limited
04.2014 - 10.2020
- Managed a team of 11 staff members and 6 service providers
- Effectively managed cash of up to 300 million Uganda shilling, Stock of Approximately 500 million Uganda shilling, processes, and customer experience
- Designed and implemented effective internal and external controls, because of which we experienced no shortage, theft or uneven audit finding
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Supported inventory management tasks including ordering stock items and conducting physical inventory counts ensuring proper stock levels.
- Coordinated merchandising displays, signage and sales enablement.
- Resolved conflicts among staff members professionally and fairly, maintaining a cohesive team dynamic.
- Trained and oriented associates to maximize team performance.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Monitored loss prevention efforts to minimize theft incidents and maintain overall store security.
- Analyzed sales reports to identify trends and opportunities for increased revenue generation within the retail space.
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
- Reduced employee turnover rate by fostering a positive work environment with open communication channels.
- Collaborated with management to develop sales goals and strategies that aligned with company objectives.
- Oversaw compliance with safety regulations creating a safe shopping experience while reducing potential liabilities for the store.
- Adapted staffing schedules according to peak hours and seasonal demands for optimal customer service coverage.
- Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
- Conducted thorough audits of cash registers, ensuring accuracy and accountability in financial transactions.
- Evaluated employee performance regularly to provide constructive feedback for continuous improvement.
- Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
- Monitored cashiers' work and balanced registers to maintain strong financial controls.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
- Streamlined operations by implementing efficient processes and time-saving strategies in daily tasks.
- Implemented customer feedback system to gather insights, driving strategic adjustments in product offerings and service levels.
- Maintained high standard of store presentation and cleanliness, attracting more customers and enhancing their shopping experience.
Projects Coordinator
Warid Telecom Uganda Limited
04.2013 - 10.2013
- Supported in the Training of agents and distributors plus staff on the new projects and systems
- Supported in the country wide roll out of Warid pesa, which became the second biggest mobile money service in Uganda at the time
- Supported the E – top up airtime customers which improved sales for the E – top up airtime
Volunteer Warid pesa Finance
Warid Telecom Uganda Limited
06.2012 - 12.2012
- Supported in the creation of Warid pesa distributor accounts and emails, document validation, data entry, Double entry, Stock taking, Reconciliation of the escrow account, updating retailer accounts, sending agent balance reports, Preparation of mobile money flash reports, filling of sim card replacement forms, Commission computation of retailers, Responding to CRM report cases
Customer care trainee
Warid Telecom Uganda Limited
05.2009 - 08.2009
- As a customer care trainee, my duties were, attending to customer’s complaints, making sim cards replacements, Selling sim cards, modems phones and other Warid products
- Participated in professional development opportunities such as trainings or workshops to continuously enhance skillset as a Customer Care Trainee.
- Maintained up-to-date knowledge of industry trends, enabling informed responses to customer inquiries about new products or services.
- Handled sensitive customer data with utmost discretion and confidentiality, adhering to company policies and regulatory requirements at all times.
- Assisted in the creation of training materials for new hires that led to faster ramp-up times for incoming team members.
Education
Bachelor of Business Administration - Finance and Administration
Bugema University
08.2009 - 10.2012
Uganda Advanced Certificate of Education -
Hilton High School
02.2006 - 11.2007
Skills
Key Account Management
Client Relationship Building
Account Management
Business Development
Lead Generation
Account development
Cross-Functional Collaboration
Data-driven decision-making
Account Retention
Revenue Generation
High-impact proposal presentation
Sales tactics
Client Needs Assessment
Personal Information
- Date of Birth: 07/22/88
- Nationality: Ugandan
- Marital Status: Single
References
- Ms. Martha Tukei, Head Financial Products and Partnerships, Airtel Money Commerce Uganda Limited. +256752601676
- Ms. Flavia Lwanga, Human Resource Director, Airtel Uganda Limited, +256752670656, flavia.lwanga@ug.airtel.com
Timeline
Operations Supervisor
Airtel Mobile Commerce Uganda Limited
11.2020 - 08.2024
Retail Supervisor
Airtel Uganda Limited
04.2014 - 10.2020
Projects Coordinator
Warid Telecom Uganda Limited
04.2013 - 10.2013
Volunteer Warid pesa Finance
Warid Telecom Uganda Limited
06.2012 - 12.2012
Bachelor of Business Administration - Finance and Administration
Bugema University
08.2009 - 10.2012
Customer care trainee
Warid Telecom Uganda Limited
05.2009 - 08.2009
Uganda Advanced Certificate of Education -
Hilton High School
02.2006 - 11.2007
Key Account Manager
Airtel Mobile Commerce Uganda Limited
9 2024 - Current
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