ROGERS NSUBUGA
Accountant & Management Professional
Kampala,102
Summary
PERSONAL SUMMARY: An enthusiastic, mature and professional individual, with an upbeat and outward looking disposition. An accomplished management professional with expertise in operations, customer service excellence and training. A collaborative leader who places emphasis on team dynamics, transparency and professional development. Bestowing 12 years of customer experience, people management, sales, and employee conflict management and highly effective at incorporating creative leadership skills to achieve business objectives and creative solutions to problems
Overview
15
15
years of professional experience
15
15
years of post-secondary education
3
3
Certifications
Work History
Service Centre Operations Manager
MTN UGANDA
Kampala
07.2019 - 04.2022
- Improved operations through consistent hard work and dedication, by performing operational oversight, service excellence and sales promotion in all service centers while managing the overall customer experience
- Followed up with closure of all internal audit findings and ensuring no repeat findings arise in subsequent audits
- Identified issues, analyzed information, operational control weaknesses and recommend effective solutions
- Worked within applicable standards, policies and regulatory guidelines to to ensure a smooth business operations.
- Performed data protection of customer information in compliance with consumer protection guidelines
- Managed MTN staff & third-party employees and work schedules to achieve adequate presence at all times.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Created an enabling culture and environment that motivates the team to deliver on business objectives and maintain optimal employee service satisfaction levels
- Performed process review and documentation for the changing operational environment
- Performed logistics and stock management
- Conducted branch scheduled visits to spot check and ensured service standards were maintained through liaison with branch leaders
- Prepared a variety of different periodical written communications, reports and documents.
- Supported companywide business initiatives and communicated deadlines to complete projects on time.
- Reviewed sectional staff payroll and ensuring all due payments were scheduled for payment
- Conducted performance review discussions for continuous improvement of all direct reports and discuss personal development plans for career progression
- Lead the team to achieving a high Net Promoter Score in line with business expectations
- Championed staff training and development needs
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Increased customer satisfaction by resolving issues and offering tailored excellent service.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Service Centre Manager
MTN UGANDA
Kampala
05.2017 - 04.2022
- Developed and implemented operational procedures and guidelines that fetched smooth service delivery
- Created and maintained an environment that encouraged team development while embracing the principles of teamwork and self-improvement
- Motivated staff to achieve assigned sales targets and maintain optimal employee service satisfaction level
- Mentored and coached the team of advisors to ensure that they achieved their full potential
- Liaised with related functions of the company to ensure stable and smooth operations of the Service Centre
- Provided active leadership of the brand values in dealings with customers and colleagues
- Owned training and development interventions and follow through to resolution with the training team
- Developed motivational programs that kept staff morale and retention high.
- Presented budgets and performance reports to corporate offices.
- Scheduled daily service center employees and monitored performances.
- Trained new staff members on company policies and center expectations.
- Prepared monthly budgets for overall staff and center.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed overstocking, restocking and inventory control procedures
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
Service Centre Accounts Assistant
MTN UGANDA
Kampala
01.2015 - 04.2017
- Presented weekly and monthly management reports highlighting both the Service Centre and advisor performance trends
- Maintained daily operations through budgeting and planning
- Reconciled daily cash & E-Float assigned to and collected by the Service Center
- Assisted with budgetary controls and responsibility as directed by the Line Manager
- Conducted daily banking and ensured that the monies are posted to the respective bank accounts
- Used coordination and planning skills to achieve results according to schedule.
- Liaised with the Service Centre Managers about formulating and implementing processes and procedural changes pertaining to accounting matters in the Service Centre
- Managed stock and ensured safe custody of cash
- Developed and maintained courteous and effective working relationships.
- Reconciled daily cash sales with system sales figures
- Always briefed Service Centre staff on any issues pertaining to controls, availability & usage of stock and financial controls in the environment
Team Leader
Tellers, STANBIC BANK UGANDA LTD
07.2014 - 12.2014
- Reconciled all internal branch accounts to zero balance on a daily
- Managed, accounted for and reconciled petty cash
- Identified cross selling and migration opportunities and sold products reactively
- Handled cash related customer queries/disputes and escalated all unresolved queries within set timelines and escalated over limits to Branch Control Manager/Branch Manager as per set procedure
- Lead, monitored and deployed a team of Tellers in providing the best customer service to each customer while observing service standards, quality, speed and accuracy of work
- Verified and approved cheque and voucher encashment according to laid down procedures as well as courier management
- Monitored and approved all Inter-Teller transactions in accordance with set procedure
- Reported all losses in accordance with set policy and procedures
- Recorded no shortage or excess with the Oversight and adherence to procedures for handling cash & cash differences, cash limits, vault management movement of cash assets, lock away register, access to restricted areas and handover process
- Carried out monthly surprise checks of Teller cash and completed the respective certificates
- Responded to and followed through all audit and risk issues raised by auditors within agreed timelines and laid down procedures
- Performance management, agreed performance contracts for direct reports and provided monthly performance feedback to maintain performance at required levels
- Managed the On-boarding and probation process for new and existing employees
- Planned for utilization of leave for the Tellers while maintaining quality customer service
- Arranged for trainings for direct reports in line with personal development and talent development plans (i.e
- On-the-job, classroom based, attachments, job rotations, etc.)
- A member of the Branch disciplinary management committee
Customer services consultant
STANBIC BANK UGANDA LTD
01.2013 - 07.2014
- Exhibited Good working relationships required with Frontline Support as well as branch management and staff
- Attended to customers promptly and, where necessary, refer to the correct department or migrate to a more appropriate, cost-effective channel
- Identified and Cross-sold products and services reactively and always passed leads on to the relevant staff timorously to acquire profitable business
- Initiated steps to resolve problems affecting customer service cyclically and a custodian of all queries and complaints
- Was able to deal with a diversity of routine work volumes efficiently, staying focused on priority issues as well as support problems using judgment and discretion
- Referred queries that could not be resolved within the Customer Problem Resolution time frame to appropriate department
- Worked within laid-down policy, procedures, system parameters and internal controls to assist walk-in customers and ensured Queuing time and service was within agreed standards while mitigating losses due to effective risk management.
Banking Officer
STANBIC BANK UGANDA LTD
09.2011 - 01.2013
- Handled cash and cheque deposits
- Transacted foreign exchange transactions
- Identified 10 leads monthly target for conversion to premier products
- Prepared and produced daily cash reports
- Customer confidentiality of all information was paramount
- Educated clients on bank products as well as answering customer queries
Call Centre Advisor
MTN UGANDA
07.2009 - 09.2011
- Effectively handled incoming calls from all customer types in accordance to the defined quality standards to ensure timely and correct query resolutions
- Educated customers on MTN products and services to make beneficial consumption judgment
- Multi tasked with different customer systems appropriately, processes and procedures to support work as well as resolving customer queries at first point of contact
- Escalated customer issues and complaints and achieved timely resolutions
- Provided a high level of customer service with a positive attitude, an efficient and adaptable approach, and a polite, caring and professional telephone manner
- This helped me to meet the performance goals and objectives and living the brand values
Education
Postgraduate Diploma - Management
Uganda management Institute
01.2016 - 01.2017
Bachelor of Business Administration - Accounting
Makerere University Business School
01.2006 - 01.2009
Uganda Advanced Certificate of education - undefined
Katikamu SDA
01.2000 - 01.2003
Uganda Certificate of Education - undefined
Kisubi High School
01.2004 - 01.2005
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Kasana Junior School
01.1992 - 01.1999
Skills
Project management
Efficiency and productivity
Business process improvementChange managementEthical decision making in a workplaceBanking operationsLeadership
Managing service operations
Managing Human Resources
Additional Information
Referees;
- Nancy Nsubuga, Senior Manager Service Centre’s and Connect stores/MT Uganda; Nancy.Nsubuga@mtn.com / 256772121402
- Nankumba Sarah, Branch Manager/ Stanbic Bank; nankumbas@stanbic.com 256772569062
- Zoe Mwebesa, Operations Manager-Service Centre’s /MTN Uganda; Zoe.mwebesa@mtn.com 256772121647
Certification
Project Management training –Leads Academy. Certificate code 68623-4357-36071
Timeline
ISO-31000 Enterprise Risk Management
03-2022
Project Management training –Leads Academy. Certificate code 68623-4357-36071
10-2021
Anti-Money Laundering
01-2021
Service Centre Operations Manager
MTN UGANDA
07.2019 - 04.2022
Service Centre Manager
MTN UGANDA
05.2017 - 04.2022
Postgraduate Diploma - Management
Uganda management Institute
01.2016 - 01.2017
Service Centre Accounts Assistant
MTN UGANDA
01.2015 - 04.2017
Team Leader
Tellers, STANBIC BANK UGANDA LTD
07.2014 - 12.2014
Customer services consultant
STANBIC BANK UGANDA LTD
01.2013 - 07.2014
Banking Officer
STANBIC BANK UGANDA LTD
09.2011 - 01.2013
Call Centre Advisor
MTN UGANDA
07.2009 - 09.2011
Bachelor of Business Administration - Accounting
Makerere University Business School
01.2006 - 01.2009
Uganda Certificate of Education - undefined
Kisubi High School
01.2004 - 01.2005
Uganda Advanced Certificate of education - undefined
Katikamu SDA
01.2000 - 01.2003
undefined
Kasana Junior School
01.1992 - 01.1999