Sandra Baliremwa
Service Operations Manager
Nsambya Kampala
Summary
I am an ambitious, confident, innovative and self-driven person who seeks to add value and enhance goal achievement in a result working environment. I possess good execution, presentation, teamwork and time management. My strength lies in meeting the set organizational goals in the shortest time possible and maximum commitment to realize commitments as I pay attention to detail.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Head of Delivery Experience and Partner Relations
Jumia Uganda
05.2022 - 10.2023
- Improve Jumia’s full logistics set-up for delivery associate as well as enhancing the customer and vendor experience
- Do qualitative and quantitative research on the training needs of delivery associate team
- Develop and improve content material for driver training
- Control and monitor driver-customer communication in line with customer Journey to ensure good customer experience.
- Implement the Delivery portion of “customer journey” in tandem with Jumia E-commerce - Chief operating Officer
- Contribute in process and planning with a focus on rider's needs and customer experience
- Monitor competitor’s delivery offerings and ensure Jumia delivery options are competitive and compelling.
- Managing and sustaining engagement on the delivery associate community and foster it to sustain at scale
- Regular and consistent feedback activities / mechanisms to ascertain the service levels of riders' agencies and encourage improvements.
- Networked with other professionals and organizations to expand contacts and opportunities.
Training and Process Manager
Jumia Uganda
05.2021 - 03.2022
- Assessing and effects changes in the training team’s structure in order to meet the business’s growth goals.
- Collaborating with departmental heads and managers, in order to identify areas that require training and also to develop program requirements unique to each department.
- Working closely with key stakeholders in addressing gaps in the overall training mission
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers and deploy a wide variety of training methods.
- Ensuring consistency in the delivery and application of training standards across the business and oversees the planning, prioritization, and development of new training programs and initiatives, ensuring that these programs and initiatives are consistent with the business overall strategies, objectives, and needs.
- Draw an overall or individualized training and development plan that addresses needs and expectations
- Monitor and evaluate the training program’s effectiveness and success.
- Resolve any specific problems and tailor training programs as necessary
- Maintain a keen understanding of training trends, developments and best practices
- Develop and implement customer-focused improvement projects and analysis, championing the customer through all our customer journeys, identifying their needs and expectations.
- Support the company in reaching its medium- & long-term goals of NPS.
- Empowered team members to take ownership of their roles by providing clear expectations, guidance, and support in achieving personal performance objectives.
Head of Customer Service
Jumia Food Uganda
09.2014 - 04.2021
- Supervise day to day operations in the customer service department
- Provide primary customer support to internal and external customers in a fast-paced environment.
- Conduct effective resource planning to maximize the productivity of resources
- Monitor and improve ordering, telephone handling and other procedures
- Provide excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire, coach and provide training to personnel to maintain high customer service standards
- Manage the approved budget of the customer service department.
- Stay informed on the latest industry techniques and methods including my team
- Evaluate performance with key metrics
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Administrator
Kampala School of Health Sciences
11.2013 - 09.2014
- Improve information collection and recordkeeping accuracy by creating, updating and managing customer communications.
- Manage agendas and calendars, boosting productivity and improving organizational initiatives.
- Manage payroll, transactions, invoicing and budgeting to decrease financial inconsistencies.
- Participate in planning, coordination and monitoring.
- Coordinating and efficiently communicating the set programs.
- Processing incoming and out coming communication
- Ensure accountability of the college.
- Handle sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Manage office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Supervise administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Organize workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
Education
Bachelor of Arts - Social Sciences
Kyambogo University
Kampala, Uganda05-2013
Uganda Advanced Certificate of Education -
Kisubi High School
Wakiso, Uganda11.2008
Uganda Certificate of Education -
Masheruka Girls Secondary School
Busenyi10.2006
PLE Certificate -
Vincentalex Primary School Mukono
Mukono, Uganda01.2002
Skills
- Excel and Google spreadsheets
- Excellent Operating system
- Excellent Office suites, word and power point
- Data analysis and reporting
- Customer relationship management tools like salesforce, Zendesk
- Strategic planning and excution
- Workflow and Performance tracking
- Administrative management
- Human resources management
References
- Hilda, Katuutu, Principal Nursing officer, k.hills19880@gmail.com, 0773256262, State House Uganda
- Innocent, Byamukama, Head of Procurement, 0772700119, Uganda Electricity Distribution Company (UEDCL)
COMPETENCIES
ABILITIES
- Communication, I clearly express ideas and listen effectively
- Leadership, I inspire and guide others towards shared goals
- Customer Focus, I prioritize the customer experience in all actions
- Problem solving, I analyze issues and implement workable solutions
- Accountability, I take ownership of tasks and outcomes
- Integrity, I act with honesty and professionalism
Timeline
Head of Delivery Experience and Partner Relations
Jumia Uganda
05.2022 - 10.2023
Training and Process Manager
Jumia Uganda
05.2021 - 03.2022
Head of Customer Service
Jumia Food Uganda
09.2014 - 04.2021
Administrator
Kampala School of Health Sciences
11.2013 - 09.2014
Bachelor of Arts - Social Sciences
Kyambogo University
Uganda Advanced Certificate of Education -
Kisubi High School
Uganda Certificate of Education -
Masheruka Girls Secondary School
PLE Certificate -
Vincentalex Primary School Mukono