Sheilla Kente
Fort Portal,102
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Dynamic professional skilled in client relationship management and operational excellence. Known for driving service improvements and fostering collaborative team environments. Ready to apply strengths in customer service and process optimization for impactful results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Experience and Operations
Watu Credit Ltd
Fort Portal
12.2024 - Current
- Providing exceptional customer service and ensuring a smooth onboarding process.
- Represent Watu Credit Ltd and implement the company's Customer Care plan, maintaining service standards and building sustainable relationships with customer accounts.
- Provide information about training programs, registration process, and licensing procedures, assisting students with enrollment process and completing required forms.
- Schedule training sessions, coordinate instructor availability, and manage marketing efforts and contribute to marketing strategies.
- Assist in implementing the license loan program, explaining application procedures, and resolving product or service problems to ensure a positive customer experience.
- Collect and document feedback from students to improve the overall customer experience and propose process, procedure, and cost-efficiency improvements.
- Manage all administrative tasks, including handling incoming calls, emails, and inquiries, scheduling appointments, lessons, and driving tests for students, and preparing financial reports.
- Coordinate repairs and maintenance tasks as needed to ensure a safe learning environment and oversee the cleanliness and maintenance of all branch facilities.
- Support driving instructors and staff with administrative tasks and logistics, scheduling staff shifts, training sessions, and meetings, and fostering a positive work environment.
- Provide leadership and guidance to Watu Shule staff, overseeing the daily activities of the tele sales team to ensure they are actively engaged in making calls and responding to customer inquiries promptly.
- Monitor team performance and productivity, providing feedback and guidance as needed to maintain high standards of service, and conduct regular performance evaluations to support professional development.
- Share daily, weekly and monthly reports on team progress and performance with project manager.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Engaged customers in conversation using effective interpersonal and people skills.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Assistant Shop Manager
Reach Communications Solutions
Fort Portal
10.2022 - 11.2024
- Listened to customers to understand needs and refer to optimal services.
- Greeted incoming customers and provided expert sales and service to drive revenue.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Handled credit and debit card payment processing to complete purchasing experience.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Priced out products for customers and drew up sales paperwork.
- Worked with fellow sales team members to achieve group targets.
- Contacted new and existing customers to outline benefits of products.
- Monitored customer order process and addressed customer issues.
- Improved overall customer purchasing experiences to promote steady revenue.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Created and implemented store displays, promoting sales and growth.
- Monitored cash drawers in multiple check out stations to verify adequate cash supply.
- Led team meetings to communicate targets, share updates, and motivate staff towards common goals.
- Handled customer queries and complaints, providing resolutions that enhanced shopper satisfaction.
- Analyzed sales data to identify trends, making recommendations for stock adjustments.
- Oversaw cash transactions, including end-of-day reconciliation, minimizing discrepancies.
- Collaborated with the shop manager to devise strategies for operational improvements and efficiency.
- Reviewed and updated shop policies and procedures, adapting to changing business needs.
- Coordinated inventory stock levels, placing orders to replenish merchandise and reduce shortages.
- Monitored shop cleanliness and organization, ensuring a welcoming environment for customers.
- Managed daily shop operations, supervising staff to optimize productivity and customer service standards.
- Created hard-working and productive teams by providing clear guidance and feedback.
- Conducted staff evaluations to gauge performance and provide guidance in areas requiring improvement.
- Analyzed competitor activities, adjusting strategies to maintain competitive edge.
- Developed and executed marketing campaigns to attract new customers and retain existing ones.
- Addressed customer complaints promptly, turning dissatisfied visitors into loyal patrons.
- Formulated monthly sales report to brief management regarding performance and profits of shop.
- Supervised daily operations by establishing procedures and monitoring team performance.
- Guided team to consistently achieve daily, weekly and monthly production goals.
- Provided leadership, insight and mentoring to staff to enhance team cohesion and performance.
- Resolved customer complaints promptly and professionally.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Assisted in managing daily shop operations and staff scheduling.
- Facilitated employee training on customer service protocols and product knowledge.
- Monitored cash handling procedures to ensure accuracy and compliance with policies.
- Organized promotional events to boost customer engagement and store visibility.
- Collaborated with upper management on strategic planning for shop improvements.
- Analyzed monthly reports to identify areas of improvement within the store's operations.
- Created weekly schedules for staff members, ensuring adequate coverage during peak hours.
- Communicated regularly with vendors regarding product availability, pricing updates.
- Developed promotional campaigns to attract new customers and drive sales growth.
- Coordinated with the shop manager to ensure smooth operations of the store.
- Maintained accurate records of employee attendance, payroll, and other relevant data.
- Ensured compliance with health and safety regulations in the store environment.
- Assisted in developing and implementing effective strategies to increase customer base and sales.
- Conducted regular performance reviews for employees and offered constructive feedback when necessary.
- Researched market trends to stay updated on current fashion styles and popular products.
- Ensured that all merchandise was properly labeled according to company standards.
- Processed payments accurately using point-of-sale systems while adhering to security protocols.
- Performed daily opening and closing duties including counting money, reconciling tills, restocking shelves.
- Inspected merchandise upon delivery to ensure quality standards were met before displaying it in-store.
- Trained new staff on proper cash handling procedures and store policies.
- Enforced strict adherence of company rules among employees while maintaining a friendly work environment.
- Answered incoming questions via phone and email discussing advertised pricing and inventory.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Examined supply and raw material levels to determine shortages and make necessary adjustments.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Improved cost control and staff efficiency to maximize profitability.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service, and resolving customer issues.
- Maximized merchandising efforts by using displays, controlling signage and properly arranging sales floor and products.
- Coordinated with marketing to promote shop offerings and special promotions.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Oversaw daily shop operations, ensuring efficient workflow and customer satisfaction.
- Collaborated with HR to recruit, hire, and onboard new staff members.
- Prepared detailed reports on shop performance for senior management review.
- Managed financial operations, including budgeting, payroll, and cash flow management.
- Implemented loyalty programs, increasing repeat business.
- Formed and sustained strategic relationships with clients.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Sales and Customer Service Representative
INFINIX MOBILITY LIMITED
Fort Portal
08.2020 - 10.2022
- Listened to customers to understand needs and refer to optimal services.
- Greeted incoming customers and provided expert sales and service to drive revenue.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Handled credit and debit card payment processing to complete purchasing experience.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Priced out products for customers and drew up sales paperwork.
- Worked with fellow sales team members to achieve group targets.
- Contacted new and existing customers to outline benefits of products.
- Monitored customer order process and addressed customer issues.
- Improved overall customer purchasing experiences to promote steady revenue.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Created and implemented store displays, promoting sales and growth.
- Developed key customer relationships to increase sales.
- Created successful strategies to develop and expand customer sales.
- Streamlined customer service procedures, reducing response times by 30% and improving overall efficiency.
- Processed documentation to record sales, warranties and service program sign-ups.
- Developed and maintained a comprehensive knowledge of the product range, staying informed of new products and updates.
- Reviewed existing accounts to generate or follow through sales leads, targeting wider audience.
- Evaluated customer preferences and needs to establish productive and long lasting relationships.
- Tailored communication style to suit diverse customer base, building rapport and trust through personalised interactions.
- Led team meetings to discuss sales targets, strategies for improvement, and share best practice customer service techniques.
- Developed short-term and long-term goals to meet sales targets and increase customer retention.
Shop Manager
steady company ltd
FORT PORTAL
06.2017 - 11.2019
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
- Managed daily operations, client relations and IT.
- Engaged professionally with [Job title]s and customers to build rapport and nurture relationships.
- Managed daily operations of a high-volume retail store, overseeing staff performance and customer service standards.
- Prepared detailed sales reports, analysing trends and identifying opportunities for growth.
- Formulated monthly sales report to brief management regarding performance and profits of shop.
- Negotiated with suppliers to secure advantageous terms and pricing, enhancing profitability.
Accounts Assistant
Busy Age investments
Kampala District
08.2015 - 05.2017
- Received payments from customers via cash, check and credit cards to pay company invoices.
- Processed company receipts, sales invoices and payments from customers and suppliers.
- Verified and processed invoices from vendors and contacted suppliers regarding billing errors.
- Kept accounts receivable tracking database current with relevant client information, collection and billing progress and program changes.
- Entered employee records, time cards and miscellaneous deductions for payroll.
- Prepared financial statements and expense documents for management teams.
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Prepared month-end closing entries for detailed reporting and recordkeeping.
- Communicated with vendors and clients to facilitate timely payments and reduce outstanding accounts receivable.
- Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.
- Chased missing transactions to help facilitate timely payments.
- Reconciled Purchase Orders (POs) to produce accurate inventory reports.
- Prepared month-end closing entries to maintain detailed reporting and recordkeeping.
- Implemented financial controls and procedures to minimise risk and safeguard company assets.
- Coordinated with the finance team to streamline invoice processing, improving payment efficiency and supplier relationships.
- Prepared detailed expense reports for department heads, aiding in the monitoring and control of departmental budgets.
- Processed financial transactions, accurately recording all outgoing and incoming payments in company ledgers.
- Assisted in preparing monthly management accounts, including profit and loss statements and balance sheets.
- Prepared files and templates for Budget, Forecasting and Actual with consistent file management.
- Monitored accounts receivable and payable, ensuring timely collection and payment of invoices.
- Managed petty cash transactions, meticulously documenting expenditures to adhere to company policies.
- Assisted with receiving, processing and verifying all invoices related to accounts payable.
- Processed invoices and maintained accurate financial records for client transactions.
- Maintained accurate records of financial transactions.
- Ensured accuracy of data entry into accounting systems by verifying documents against source information.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Generated monthly financial reports for management review.
- Prepared financial statements and expense documents for management teams.
- Participated in month end closing process by preparing journal entries and accruals.
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Performed daily cash flow monitoring activities including maintaining adequate cash levels to meet obligations as needed.
- Ensured timely processing of invoices and payments to maintain efficient cash flow and vendor relationships.
- Managed vendor relations through timely invoice payments and resolving any outstanding payment disputes.
- Reviewed invoices for accuracy before submitting them for payment processing.
- Facilitated effective communication with clients to address inquiries and resolve issues promptly.
- Assisted in the preparation of monthly financial reports and budget forecasts.
- Managed vendor communications to ensure timely payment and service delivery.
- Coordinated with accounting team to streamline financial procedures and workflows.
- Maintained filing systems for invoices, receipts, and other financial documents.
- Supported audits by organizing documents and providing necessary information.
- Monitored account discrepancies and collaborated on resolutions with team members.
- Provided administrative support by scheduling meetings and managing calendars efficiently.
- Prepared and processed invoices, payments and bank deposits.
- Assisted in accounts receivable, payable and general ledger activities.
- Processed company receipts, sales invoices, and payments from customers and suppliers.
- Assisted financial professionals with managing general ledgers and account statements.
- Provided administrative support to the accounting department as required.
- Supported external auditors during annual audits by providing requested documents promptly.
- Researched, analyzed and resolved billing issues with customers or vendors promptly.
- Reconciled bank statements on a regular basis.
- Coordinated with vendors regarding billing issues.
- Checked figures and postings for correct entry and proper codes.
- Reconciled expenses and financial records.
- Produced reliable reports by checking financial statements for accuracy.
- Tracked and reported on departmental expenditures, contributing to cost control efforts.
- Streamlined transactions using automation systems to process payments and invoices.
- Monitored and recorded company expenses, ensuring adherence to budget guidelines.
- Performed credit checks on new clients and set up payment terms.
- Coordinated with external auditors to facilitate annual auditing process.
- Assisted with tax preparation and filing, including sales tax and income tax returns.
- Maintained accurate financial records and documentation in compliance with company policies.
- Liaised with vendors and suppliers to negotiate payment terms and resolve billing issues.
- Reviewed and implemented improvements to accounting processes and procedures.
- Prepared and issued customer invoices, monitored receivables, and managed collections process.
- Conducted inventory counts and reconciliations to maintain accurate stock levels.
- Processed payroll, calculated wages, deductions, and issued paychecks to employees.
- Analyzed financial statements to identify trends and make recommendations for improvement.
- Assisted in the development and maintenance of financial databases and software systems.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
- Received and recorded cash, checks and transfers.
- Matched orders with invoices and recorded required information.
- Performed bookkeeping and accounting consulting services.
- Reconciled or entered report discrepancies found in financial records.
- Classified and summarized financial data to compile and enter in financial records
- Checked postings and documents for correctness, accuracy and proper coding.
- Calculated and produced checks for utilities, taxes and other operational payments.
- Handled bi-weekly payroll services for company employees.
Education
Bachelors - Business Administration
Uganda Pentecostal University
fort portal02-2023
Diploma - Business Management
Mountains of The Moon University
fort portal11-2019
Certificate - Accounting
Rosa Mystica Institute of Business And Vocational Training
fortportal03-2015
Certificate of Higher Education - Computer Basics
Camara Technology
fortportlSkills
- Inventory management
- Microsoft office suite proficient
- Time management
- Inventory control
- Sales reporting
- Employee scheduling
- Product knowledge
- Decision-Making
- Staff supervision
- Client relationship management
- Cash handling experience
- Compliance awareness
- Product merchandising
- Customer database management
- Budget management
- Target achievement
- Retail industry knowledge
- Account acquisition
- Product display creativity
- Teamwork and collaboration
- Supply chain management
- Team building
- Sales strategy
- Operational efficiency
- Customer service
- Conflict resolution
- Effective communication
- Performance evaluation
- Relationship management
- Process improvement
- Staff training
- Self-Directed
- Data analysis
- Budgeting skills
- Good Telephone Etiquette
- Decision-making
- Computer skills
- Microsoft Word
- Public speaking
- Clerical support
- Data management
- Attention to detail
- Google drive
- Cultural awareness
- Multitasking
- Communication
- Leadership
- Problem-solving
Certification
I, the undersigned, certify that to the best of my knowledge and belief, this data correctly describes me, my qualifications and experience. Signed, Sheilla Kente
Hobbies and Interests
- Travelling
- Movies
- Soccer
References
- Mr. Rolex Isingoma, Supervisor, Infinix Mobility Limited, rolexisingoma@gmail.com, +256(0)779496319
- Miss Ayebale Sharon, Accountant, Fort View Hotel, ayebalesharon@gmail.com, +256(0)780768497
- Mr. Tusabe Allan, Advisor, MTN Uganda, allantusabe@gmail.com, +256(0)782031614
Languages
English, C2
Timeline
Customer Experience and Operations
Watu Credit Ltd
12.2024 - Current
Assistant Shop Manager
Reach Communications Solutions
10.2022 - 11.2024
Sales and Customer Service Representative
INFINIX MOBILITY LIMITED
08.2020 - 10.2022
Shop Manager
steady company ltd
06.2017 - 11.2019
Accounts Assistant
Busy Age investments
08.2015 - 05.2017
Bachelors - Business Administration
Uganda Pentecostal University
Diploma - Business Management
Mountains of The Moon University
Certificate - Accounting
Rosa Mystica Institute of Business And Vocational Training
Certificate of Higher Education - Computer Basics
Camara Technology