Hi, I’m
PRISCILLA NABUKEERA MARILYN
Kampala
Summary
A highly experienced customer experience and banking professional with a strong record of success in operational leadership, customer experience management, and marketing. Demonstrated ability to lead high-performing teams, improve service delivery processes, and create client-focused solutions in fast-paced environments. My professional journey spans financial institutions and real estate, where I have spearheaded client engagement, coordinated marketing strategies, and implemented performance monitoring systems. I am currently enhancing my academic profile with a Master's in business administration, majoring in Customer Experience, equipping me with advanced insights to drive strategic service excellence.
Overview
11
years of professional experience
Work History
Buildnet Construction
Marketing and Customer experience Manager
11.2024 - Current
Job overview
- Implementing systematic methods for collecting customer feedback at various stages of the journey
- Overseeing the process for handling customer complaints efficiently and empathetically, ensuring prompt resolution and appropriate escalation paths.
- Establishing clear, consistent, and empathetic communication guidelines for all client interactions, via phone, email, WhatsApp or in-person.
- Increased Qualified leads for residential properties through targeted digital ad campaigns and local partnerships.
- Improved Conversion Rate by Optimizing website landing pages resulting in an increase in lead-to-site-visit conversion rates.
- Increased Brand Awareness by elevating brand recognition key target neighborhoods through community events, local sponsorships, and hyper-local SEO.
- Built High-Performing Marketing Team, trained, and mentored a team of 5 marketing specialists, improving team productivity.
- Fostered Cross-Functional Collaboration closely with sales and property management teams to align marketing efforts with business objectives, resulting in improvement in lead handover efficiency.
Housing Finance Bank
Customer Service Supervisor
08.2023 - 10.2024
Job overview
- Managed customer relationships and cultivated long-term relationships with clients, understanding their financial goals, needs and risk tolerance.
- On-boarded high-net worth customers and guided them throughout by informing them about other appropriate service channels.
- Provided personalized financial advise on bank investments strategies which grew the bank business.
- Managed complex high-net worth financial transactions by handling transactions, ensuring compliance and managing client accounts.
- Coordinated solutions for a high volume of customer inquiries daily while meeting and exceeding performance quotas.
- Communicated with clients regarding account services, statements, and balances.
- Led a team of 6 customer service associates and set the precedent for established customer policy with weekly discussions to facilitate the establishment of the team and individual goals.
- Communicated with customers who have escalated issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.
- Collaborate with colleagues to determine areas for improvement, review branch performance and develop ideas for better services for customers.
- Present monthly reports to the branch team detailing the branch performance and success of the branch team.
- Enforced organizational policies for providing customer service and ensured the understanding of changes in the procedures.
- Managed knowledge sharing sessions improving team efficiency and service quality receiving best customer service executive award month on month.
Housing Finance BankNtinda / Mukono
Customer Service Officer
09.2018 - 07.2023
Job overview
- Assisted call-in customers promptly, addressing questions and processing orders efficiently.
- Provided primary customer support to internal and external customers, managing a large volume of inquiries daily with a positive attitude and a focus on ensuring customer satisfaction.
- Addressed customer complaints promptly, employing timely and on-point solutions to mitigate.
- Maintained customer satisfaction through forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Promoted the company brand and unique offerings through personalized customer service.
- Established and accurately prepared customer accounts to facilitate new purchases.
- Managed payments, updated account balances, and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer calls and emails, answering questions about products and services.
- Maintained customer satisfaction by actively listening to customer needs, handling concerns quickly, and escalating major issues to supervisors.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Housing Finance BankNtinda / Kololo
Bank Teller
07.2018 - 03.2019
Job overview
- Completed highly accurate, high-volume money counts using both manual and machine driven approaches.
- Processed customer transactions promptly, minimizing wait times and ensuring efficiency in financial operations.
- Learned about customers' financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Sold and cross-sold bank products to new and existing customers.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Served as the primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts and loans.
- Reconciled cash drawer and resolved discrepancies.
- Assisted with the training of new tellers on policies and procedure.
Housing Finance BankKololo
Sales Officer
11.2016 - 07.2018
Job overview
- Enhanced sales operations through the execution of new sales strategies, implementing effective cold calling techniques, and establishing comprehensive customer follow-up procedures.
- Collaborated with channel partners to identify and qualify mutually rewarding sales and business opportunities.
- Consistently serviced accounts to maintain active contacts and continuously promoted profitable offerings.
- Updated and maintained websites to drive conversion rates and facilitate business and consumer sales.
- Implemented strategies to optimize online platforms, ensuring a seamless and engaging experience for potential customers.
Ilearn AcademyNtinda
Administrator
01.2015 - 12.2015
Job overview
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Conducted thorough assessments to enhance overall operational efficiency and effectiveness.
- Targeted new customers to expand geographic reach and increase revenue.
- Formulated strategies to identify and engage potential customers, contributing to the overall growth and market presence of the organization.
- Completed forms and reports to facilitate admission, transfer, or discharge.
- Ensured accurate and streamlined documentation processes, contributing to efficient administrative operations.
- Generated reports to suggest corrective actions and process improvements.
- Utilized data-driven insights to identify areas for improvement, contributing to strategic decision-making and operational excellence.
- Evaluated customer needs and feedback to drive product and service improvements.
- Implemented customer-centric strategies based on feedback, enhancing overall satisfaction and loyalty.
Education
Uganda Management Institute
Master's from business administration (Customer Experience)
03.2026
University Overview
Kampala School of public speaking
Public Speaking
08.2025
University Overview
The Customer Experience Champion Academy Africa
Customer Experience Champion Training Program
07.2025
University Overview
Uganda Bankers' Institute
ACI Dealing Certificate from Treasury
05.2024
University Overview
Uganda Management Institute
Post Graduate Diploma from Business Administration
01.2019
University Overview
Makerere University
Bachelor's Degree from International Business
01.2015
University Overview
Skills
- Customer Relationship Management
- CRM Tools
- Data Analytics
- Financial Product Knowledge
- Process Optimization
- Call Center Support Tools
- Treasury Tools (ACI)
- Communication
- Team Leadership
- Time Management
- Problem Solving
- Critical Thinking
- Adaptability
- Emotional Intelligence
- Conflict Resolution
- Decision Making
- Integrity
Notable Milestones
Notable Milestones
Played a key role in improving customer feedback mechanisms and reporting systemsWorkshops Trainings Attended
Workshops Trainings Attended
- Advanced Customer Experience Training - Housing Finance Bank
- Treasury Dealing/Operations - Uganda Bankers' Institute
- Leadership and Emotional Intelligence - Uganda Management Institute
- Customer experience training programs - The Customer Experience Training Academy - Nairobi
Additional Responsibilities
Additional Responsibilities
- Led internal staff training programs on customer interaction skills
- Mentored junior officers in client onboarding and account handling
Timeline
Marketing and Customer experience Manager
Buildnet Construction
11.2024 - Current
Customer Service Supervisor
Housing Finance Bank
08.2023 - 10.2024
Customer Service Officer
Housing Finance Bank
09.2018 - 07.2023
Bank Teller
Housing Finance Bank
07.2018 - 03.2019
Sales Officer
Housing Finance Bank
11.2016 - 07.2018
Administrator
Ilearn Academy
01.2015 - 12.2015
Uganda Management Institute
Master's from business administration (Customer Experience)
Kampala School of public speaking
Public Speaking
The Customer Experience Champion Academy Africa
Customer Experience Champion Training Program
Uganda Bankers' Institute
ACI Dealing Certificate from Treasury
Uganda Management Institute
Post Graduate Diploma from Business Administration
Makerere University
Bachelor's Degree from International Business