Rugumayo Richard
Kampala
Summary
Dynamic professional with a proven track record in banking, excelling in compliance monitoring and effective communication. Demonstrated analytical proficiency by achieving 100% data accuracy in customer records. Known for integrity and accountability, I thrive in collaborative environments, driving stakeholder engagement and optimizing procurement processes to enhance operational efficiency.
Overview
5
5
years of professional experience
Work History
Call Center Agent- Recoveries
Mogo loans Ltd
Kampala
08.2025 - Current
- Assisted customers with loan inquiries and provided detailed product information.
- Handled incoming calls, addressing customer concerns, and resolving issues efficiently.
- Documented customer interactions accurately in the company's CRM system.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Followed up on customer requests, ensuring timely responses and resolutions.
- Maintained knowledge of company policies and procedures to assist customers effectively.
- Provided support during peak hours, ensuring smooth call flow management.
- Engaged in training sessions to enhance communication skills and product knowledge.
- Developed strong relationships with customers through effective communication skills.
- Resolved customer inquiries, questions, and concerns to offer quality service and meet performance benchmarks consistently.
- Managed a high volume of inbound and outbound customer calls.
Credit Helpdesk
Dfcu bank
Kampala
10.2023 - 06.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Achieved cost savings by developing functional solutions to problems.
- Managed household errands and other essential duties.
- Exceeded customer satisfaction by finding creative solutions to problems.
Insurance support
Dfcu bank
Kampala
07.2023 - 09.2023
- Maintained an effective insurance tracker to streamline policy servicing and renewals.
- Engaged proactively with policyholders to ensure timely renewals and resolve coverage inquiries.
- Ensured compliance with banking, insurance regulations, and industry standards across all operations.
- Prepared regular sales activity reports to assess progress against established targets.
- Educated customers on insurance products, coverage options, and claims procedures for informed decision-making.
- Provided training on risk management strategies to help customers maximize policy value.
- Facilitated policy issuance by effectively tracking and managing insurance processes.
- Ensured compliance with banking and insurance regulations, and industry standards across all operations.
Procurement Assistant
Dfcu bank
Kampala
06.2022 - 06.2023
- Coordinated procurement activities to ensure timely supply of materials.
- Managed purchase orders while tracking inventory levels for operational efficiency.
- Conducted market research to identify potential suppliers and pricing trends.
- Streamlined procurement processes using digital management tools.
- Assisted in vendor selection and evaluation for quality assurance.
- Resolved discrepancies between vendor invoices and purchase orders effectively.
- Participated in vendor evaluation processes, assessing quality and cost-effectiveness.
- Prepared procurement reports to support strategic decision-making.
Records Clerk
Dfcu bank
Kampala
08.2021 - 05.2022
- Managed customer records for efficient retrieval and processing.
- Maintained accurate filing systems by sorting, logging, and scanning incoming documents.
- Collaborated with teammates to enhance record-keeping processes and operational workflows.
- Ensured compliance with internal document handling policies to maintain standards.
- Supported audits by preparing essential documentation and detailed reports.
- Trained new staff on effective record management techniques and best practices.
- Responded to inquiries regarding records, providing timely and accurate information.
- Performed quality control checks to verify theaccuracy of database entries.
Banking officer, Account centralization
Dfcu bank
Kampala
10.2020 - 07.2021
- Maintained accurate customer information (KYC) through editing information files (CIF) to ensure regulatory compliance.
- Verified over 900,000 customer records in the CRM system, achieving 100% data accuracy.
- Checked customer mandates and signature cards for KYC compliance, preventing money laundering and terrorist financing.
- Established branch mandates for centralized reports, enabling management oversight of project progress.
- Escalated process gaps to the team leader, protecting the bank from operational losses.
- Participated in implementing process improvements to enhance operational efficiency.
- Captured and updated customer information data systematically to maintain integrity.
Education
Bachelor's - Procurement and Logistics Management
Victoria University
Kampala, Uganda11.2025
Diploma - Procurement and Logistics Management
Makerere University Business School
Kampala, Uganda01.2014
Uganda Advanced Certificate of Education (UACE) -
Lakeside College, Luzira
Kampala, Uganda01.2012
Uganda Certificate of Education (UCE) -
Universal College Mubende
Mubende, Uganda01.2012
Skills
- Integrity and accountability
- Procurement management
- Effective communication
- Collaborative teamwork
- Self-motivation
- Analytical proficiency
- Negotiation expertise
- Stakeholder engagement
- Quality assurance
- Microsoft Office proficiency
- CRM software expertise
- Compliance monitoring
Professional Academic Credentials
- Bachelor's in Procurement and Logistics Management, Ongoing, Victoria University
- Diploma in Procurement and Logistics Management, 2015 - 2017, Makerere University Business School
- Uganda Advanced Certificate of Education (UACE), 2013-2014, Lakeside College, Luzira
- Uganda Certificate of Education (UCE), 2009 - 2012, Universal College Mubende
Languages
- English
- Samia
- Luganda
References
- Matthew Olinga, Procurement Supervisor, Centenary Bank Uganda, P.O. Box 7006, Kampala, +256 782 368 413
- Kenneth Byamukama, Head of Procurement, DFCU Bank, Plot 26 Kyadondo Road, P.O.BOX. 70, Kampala, +256 772 721 471
- Aziz Epalat Abdallah, Manager SACCOs & Government payments, Plot 4/6 Nkrumah Road, P.O.BOX. 7189, Kampala, +256 776675256
Hobbies and Interests
- Basketball
- Reading
- Travelling
- Swimming
Coursework
- Supply chain analytics (ongoing)-Coursera
- Preventing Financial Crime
- Principles of Market Conduct 2021
- Enterprise Risk Management Framework
- Fraud Basics
- Protection against physical security threats
Languages
English
Proficient (C2)
C2
Swahili
Advanced (C1)
C1
Luganda
Advanced (C1)
C1
Rutooro/ Runyoro
Native
Native
Timeline
Call Center Agent- Recoveries
Mogo loans Ltd
08.2025 - Current
Credit Helpdesk
Dfcu bank
10.2023 - 06.2025
Insurance support
Dfcu bank
07.2023 - 09.2023
Procurement Assistant
Dfcu bank
06.2022 - 06.2023
Records Clerk
Dfcu bank
08.2021 - 05.2022
Banking officer, Account centralization
Dfcu bank
10.2020 - 07.2021
Bachelor's - Procurement and Logistics Management
Victoria University
Diploma - Procurement and Logistics Management
Makerere University Business School
Uganda Advanced Certificate of Education (UACE) -
Lakeside College, Luzira
Uganda Certificate of Education (UCE) -
Universal College Mubende