Natukunda Juliet Jovia

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

To progressively build a career in Procurement and Logistics Management in an established organization putting to my knowledge, ability and skills for the benefit of those I serve with integrity, honesty, endurance and professional competence, with ethical conduct while nurturing my career at the same time to expand my knowledge.

• Pursuing Professional Development Course by mckinsey
• Willingness to learn
• Computer skills like MS office, MS teams and administration skills
• The ability to work as part of a team
• A genuine interest in helping customers
• A polite, thoughtful and friendly attitude
• Patience and calmness under pressure

• Date of Birth: 03/15/92
• Gender: Female
• Nationality: Ugandan
• Marital Status: Married

• Agenonga Sunday, Procurement Officer, Post Bank Uganda Limited, P.O. Box 7189, Kampala, +256 774 827 782, ageno_sun@yahoo.ie
• Ruth Nankuba Atuhaire, Finance and Administration Manager, Fervent creative studios Limited, P.O. Box 683, Entebbe, +256703302892, ruthatuhaire17@gmail.com
• Aidah Nakabugo, HR Asst and Admin supervisor, Mkopa solar Uganda, +256 785760346, aidahnakabugo@gmail.com

• Marketing Collecting Consumer Information
• Privacy and Data Protection Basics Unit 1 - Why data protection matters.
• Privacy and Data Protection Basics Unit 2 - What is personal data
• Privacy and Data Protection Basics Unit 3 - Processing Personal Data
• Anti-Money Laundering Essentials
• Bribery: Recognizing and Avoiding Improper Business Incentives
• Employment Discrimination: Maintaining a Fair Workplace

• M-kopa solar Uganda, Collections officer, 02/2021, Present, Actively dialing through the new customer’s performance leads aged less than 30 days to understand their reason for late payments or no payments., Offer solutions for customer concerns and issues raised to achieve a first call resolution, Negotiate with the customer on ways to get back on track with their payments., Update and maintain tracker of customer conversations by updating the history logs on Fresh desk and other relevant database applications., Contacting customers who’ve expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record status of returned items., Educate the customer on device return policy, advising on money eligible for refund and if no money refundable advice on why that is so., Initiate the downgrade/cancellation process on M-KOPAnet to ensure that the cancelled and refund process is completed., Dialing through customers whose accounts are suspended and liaise with different departments to ensure the issues are resolved for customers to resume loan repayment., Reporting and analysis - send a summary analysis of calls done daily on observations made and time to time with recommendations., Helping in Leads Generation for different country markets from wolverine and upload to SharePoint using R studio, Refresh and uploading reports on share points for different bpo country markets.
• M-kopa solar Uganda, Customer care representative- collections, 09/2019, 02/2021, Call customers with in own portfolio and collect outstanding balances., Ensure all customer related queries or problems are addressed and resolved, including driving actions from other departments to resolve the issues/queries., Document all customer interactions on the provided systems., Create priority levels in own portfolio to ensure effort /impact maximization and avoid flowing accounts forward., Devise creative ways to keep customers engaged and paying while sharing best practice across the portfolio management team., Make recommendations for upgrades, cancellations.
• Mother Kevin kindergarten and baby care center, Office attendant, 02/2018, 09/2019, In charge of the school store including food, breakfast supplies, stationary and cleaning material., Record and keep records of the children's enrollment per class and their accounts, Record all the expenditures and estimate the budget for each week, Type and print internal examinations for the children., Follow up with the payments by parents by reminding them either by notifications or by calling them., Any other extra activity assigned.
• Airtel Uganda, Customer care representative, 06/2015, 08/2017, Handling incoming calls and offering solutions to customer complaints/queries while maintaining set department quantitative and qualitative standards., Educating and providing accurate information about company products and services to the callers/customers., Ensuring that the quality of calls is in compliance with predefined parameters., Using appropriate problem solving skills to handle difficult or irate customers., Promoting and maintaining high quality, professional, and service oriented company image to customers., Meeting the assigned targets in accordance with the service level agreement, Attending training, coaching, briefing sessions conducted.
• National Curriculum Development Centre, Internship, 06/2014, 08/2014, Assisting user departments in allocating and recording procurement reference numbers and drafting Procurement Requisitions Form 5., Collecting Invoices, delivery notes, goods received notes, local purchase orders, procurement requisition and arranging them in logical order for easy reference before the Director authorizes payment., Comparing quotations from providers for price, delivery, offered terms and Draft Local Purchase Orders for the Finance Secretary’s signature., Opening up files for current procurement requirements, filing documents and arranging files in the cabinet., Preparing submission files according to Contracts Committee meeting agenda and distributing them to members of Contracts Committee before meetings, Participating in team preparation and presenting to supervisor and fellow interns on the following procurement practices: - Budgeting and procurement planning, Requisition thresholds and methods, Bid and performance securities, stores functions and procurement, Administrative review, Stakeholders in procurement and their roles, Disposal Requisitions Methods.

• Supervised team of 6 staff members as sit team leader for 3 months and it was a success
• Documented and resolved customer queries which led to first time resolutions for the company
• Used SQL system to generate global leads for different markets

1.Marketing Collecting Consumer Information 2.Privacy and Data Protection Basics Unit 1 - Why data protection matters. 3.Privacy and Data Protection Basics Unit 2 - What is personal data 4.Privacy and Data Protection Basics Unit 3 - Processing Personal Data 5.Anti-Money Laundering Essentials - 6.Bribery: Recognizing and Avoiding Improper Business Incentives 7.Employment Discrimination: Maintaining a Fair Workplace