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Nasiru Martin
Sales And Customer Service Professional
Kampala
Summary
Dynamic sales and client relationship professional with over 11 years of experience in banking, digital payments, and commercial negotiations. Proven expertise in agent and merchant recruitment, onboarding, and portfolio management, complemented by strong skills in market research, performance monitoring, and stakeholder engagement. Currently pursuing an MBA in Marketing to enhance leadership capabilities and foster innovation and analytical thinking in supervisory roles. Recognized for consistently delivering measurable growth, building resilient networks, and driving exceptional customer satisfaction.
Overview
14
14
years of professional experience
Work History
Car Sales Entrepreneur
Self-Employed
Kampala, Kampala District
05.2025 - Current
- Negotiated over 100 successful car sales contracts, strengthening commercial acumen and customer trust.
- Conducted market price analysis to optimize sales margins, achieving consistent profitability.
- Built a loyal customer base through personalized service and transparent transactions.
- Built strong brand recognition and customer loyalty by delivering high-quality products and services consistently over time.
- Successfully navigated challenging economic conditions by adapting business strategies quickly in response to changing market dynamics.
- Developed strategic partnerships with key industry players to enhance brand visibility and credibility.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Expanded product line to meet consumer demands, conducting market research to identify new opportunities.
- Enhanced online presence with well-designed websites, engaging social media content, and targeted digital advertising campaigns.
Flexipay Fulfilment Officer
Stanbic Bank Uganda
Kampala, Kampala District
06.2023 - 05.2025
- Processed and authenticated thousands of customer instructions with 100% accuracy, ensuring seamless onboarding of merchants and agents.
- Delivered highest productivity in the team, handling the largest volume of customer instructions.
- Supported query resolution and data quality improvements, enhancing customer experience.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
- Established protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards.
Ecosystem/Partnership Development Officer
Stanbic Bank Uganda
07.2021 - 06.2023
- Recruited and managed 500+ merchants, achieving highest number of active Flexipay merchants in consumer and SACCO segments.
- Secured 4 anchor customers in the top 10 Flexipay portfolio, driving channel profitability.
- Oversaw risk and compliance management during onboarding, ensuring regulatory adherence.
- Coordinated events to encourage community involvement and increase awareness of organization's mission.
- Analyzed current and potential donor data to identify demographics and trends.
- Managed budgets for events and campaigns, keeping financial goals on track.
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Mentored junior staff members in development best practices for ongoing professional growth within the team.
- Created strategic and tactical sales initiatives for forward planning to meet key objectives.
- Conducted cold- calls to prospect external lead sources and advance sales process.
- Established partnerships with local businesses, fostering community involvement in the organization''s mission and activities.
- Utilized social media platforms effectively as a means of engaging existing and potential donors in the organization''s mission, programs, and events.
Universal Consultant - Voice Branch
Stanbic Bank
09.2019 - 06.2021
- Resolved customer queries across multiple channels, achieving top 3 performance ranking in the branch.
- Generated sales leads through proactive engagement, contributing to portfolio growth.
- Monitored Visa transactions to curb fraud, strengthening customer trust.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Improved resolution time with effective problem-solving for customer complaints.
Service Consultant / Universal Banker
Stanbic Bank Uganda
10.2015 - 08.2019
- Ranked among top 10 service consultants in the metro region for productivity.
- Pioneered digital migration initiatives, onboarding customers to digital channels.
- Delivered end-to-end customer service, ensuring retention and satisfaction.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Documented payment details and personal information on customer accounts.
- Delivered prompt service to prioritize customer needs.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Executed wire transfers, stop payments and account transfers.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Maintained friendly and professional customer interactions.
- Trained new hires on customer service policies and procedures.
- Monitored and verified suspicious activity on customer accounts.
- Referred customers to other banking departments for specialized services.
- Handled various accounting transactions.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
Sales Consultant
Stanbic Bank Uganda
06.2014 - 10.2015
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Stayed current on company offerings and industry trends.
- Built diverse and consistent sales portfolio.
- Presented professional image consistent with company's brand values.
- Kept detailed records of daily activities through online customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Achieved or exceeded company-defined sales quotas.
- Met existing customers to review current services and expand sales opportunities.
- Attended monthly sales meetings and quarterly sales trainings.
Intern
Uganda Development Bank
Kampala, Kampala District
06.2012 - 09.2012
- Supported administration, customer service, and document management.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Participated in workshops and presentations related to projects to gain knowledge.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Participated in planning and execution of community outreach programs, strengthening community relations.
Education
MBA - Marketing
Makerere University Business School
Nakawa01-2027
BBA - Human Resource Management
Makerere University
Kampala01.2014
Certificate in Digital Money - Digital Money
Digital Frontiers Institute
Kampala05.2023
Skills
Agent recruitment strategy
Stakeholder engagement
Orientation facilitation
Training
Oversight of compliance processes
Assessing performance outcomes
Data-driven decision making
Client relationship management
Strategic business planning
Social media engagement
Analytical problem-solving
Accomplishments
· Expanded Stanbic Bank’s agent and merchant network, directly contributing to increased transaction volumes and customer reach.
· Spearheaded recruitment campaigns that improved agent onboarding efficiency by 30%.
· Transitioned into car sales, applying negotiation and market analysis skills to achieve rapid success in a competitive market.
· Recognized for stakeholder engagement and advocacy, ensuring long‑term client satisfaction and loyalty.
- Collaborated with the product development team in the development of a ticketing tool.
Interests
Timeline
Car Sales Entrepreneur
Self-Employed
05.2025 - Current
Flexipay Fulfilment Officer
Stanbic Bank Uganda
06.2023 - 05.2025
Ecosystem/Partnership Development Officer
Stanbic Bank Uganda
07.2021 - 06.2023
Universal Consultant - Voice Branch
Stanbic Bank
09.2019 - 06.2021
Service Consultant / Universal Banker
Stanbic Bank Uganda
10.2015 - 08.2019
Sales Consultant
Stanbic Bank Uganda
06.2014 - 10.2015
Intern
Uganda Development Bank
06.2012 - 09.2012
MBA - Marketing
Makerere University Business School
BBA - Human Resource Management
Makerere University
Certificate in Digital Money - Digital Money
Digital Frontiers Institute
Selected Achievements
- Expanded Stanbic Bank's agent and merchant network, directly contributing to increased transaction volumes and customer reach.
- Spearheaded recruitment campaigns that improved agent onboarding efficiency by 30%.
- Transitioned into car sales, applying negotiation and market analysis skills to achieve rapid success in a competitive market.
- Recognized for stakeholder engagement and advocacy, ensuring long-term client satisfaction and loyalty.
Professional Values
- Passion: Dedicated to delivering outstanding results and customer impact.
- Teamwork: Collaborative approach with diverse stakeholders to achieve shared success.
- Integrity: Transparent and ethical in all business dealings.
- Innovation: Embraces creativity and digital transformation to drive growth.