Valentine Tino
Kampala
Summary
A responsible, enthusiastic and determined person with 8 years of professional experience with documented cash handling experience and strong aptitude for customer service. Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills. I am flexible, focused and maintain a calm and professional demeanour at all times, even when working under pressure. In my current role I am responsible for Ensuring client queries and complaints are responded to, obtaining feedback from customers . Looking to further my knowledge and take on new responsibilities and challenges. I am confident that with my skills and experience, I would make an excellent member of your team.
Overview
9
9
years of professional experience
Work History
Universal Banker
Standard Chartered Bank (U) Ltd
11.2020 - Current
- Execute cash & related transactions: Throughout each day, balance, control and manage the cash float by checking the amount of cash at the teller station and requesting the restocking or repatriation of cash when prescribed cash limits are reached
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services which contributed to the branch maintaining an NPS of 80% for the year 2024
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- .Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Opened checking, savings, investment and fixed deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Capture all transactions on the Bank system and ensure that all transactions are properly authorized before finalizing the processing
- Carefully count all cash received or dispensed to ensure that errors are avoided by making use of the applicable cash counting equipment in your branch and Reconcile own cash at the beginning and end of each day as well as when cash is restocked during the day which lead to 0% operation losses
- Prepare reconciliation reports for audit and management review purposes
- Provide advice to customers on the cash and other transactions processes to ensure the smooth flow of transactions
- Exhaust all attempts to resolve customer enquiries before escalating to other departments or the line manager and Provide Regular feedback to customers on the progress of their enquiries
- Explain the Bank’s procedures, security requirements (such as ID requirements when transacting) as well as service offerings available to customers
- Report customer complaints on the Bank's Client Experience Management System (CEMS) to facilitate feedback to improve service to customers
- Adhere to prescribed control measures to prevent fraud, losses and shortages and Report suspicious transactions as per Money Laundering control frameworks
Client Service Manager
Standard Chartered Bank (U) Ltd
06.2016 - 10.2020
- Conducted training and mentored team members to promote productivity and commitment to friendly service, Took ownership of customer issues and followed queries through to resolution.
- Followed through with client requests to resolve problems by actively listening to customers, handled concerns quickly and escalated major issues to supervisor
- Kept accurate records to document customer service actions and discussions with attendance
- Maintain proper documentation for all transactions and authorise transactions within approval limits
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Ensure branch GL accounts are proofed daily, weekly and monthly (as applicable) and ageing items reviewed for timely resolution
Branch Operations Executive
Standard Chartered Bank (U) Ltd
04.2017 - 10.2020
- Ensured proper controls, processes & procedures are adhered to at all time as per the laid down SCB bank policies
- Business Continuity Plan (BCP) implementation and disaster recovery coordination
- Ensured branch is opened & closed as per the approved timelines
- Operations staff to be ready to serve customers
- Assisted with proactive client outreach initiatives and documented client correspondence in CEMS.
- Ensured compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets
- Ensured that relevant approvals for all transactions are sought at all times as guided by policies
- Ensured that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
Teller
Standard Chartered Bank (U) Ltd
05.2016 - 10.2020
- Checking of the monthly tax returns (NSSF, PAYE, VAT, LED, Stamp duty) before they are submitted to URA and ensuring they are submitted within the required timelines
- Develop product awareness to cross-sell bank products. This has increased product uptake for the customer and has resulted in more revenues
- Generate reports and provide ongoing feedback on customer service at all levels through weekly meetings. This has helped improve efficiency in performance leading to improved customer service within operations
- Operate teller cash limits through the day and balance end of day cash. This keeps insurance operating limits within check thereby avoiding breach of the insurable limits
- Support capacity building through training and accreditation of new and old staff .There has been an improvement in customer service delivery
- Facilitate cash deposits, withdrawals and transfers thus more transactions mean more fees collected therefore; increasing revenue. i would serve about 100 clients per day depending on nature of transactions
- Serve customers diligently and respectfully at all times. This has improved the bank’s image as well as an increase in clientele base
- Promote efficiency through timely availability of periodical reports to management. This has facilitated management with adequate information to determine operational performance which assists in decision making, appraisal process and retention of sales staff or termination of services
- Any other duties as may be delegated by the Supervisor
Data Entrant
Uganda National Examination Board
12.2015 - 01.2016
- Entered approximately 80 student's Examinations results data into the Grading System per day for a period of 2 months
- Reconfirmation of marks that had been given to students then Organized, sorted, and checked input data against original documents.
- The results were for: Primary Leaving Examinations, Uganda Certificate of Education Examinations, Uganda Advanced Certificate of Education Examinations and i completed data entry tasks with accuracy and efficiency.
Education
Project Planning and Entrepreneurship
01.2014
Uganda Advanced Certificate of Education (UACE) -
01.2009
Uganda Certificate in Education (UCE) -
01.2007
Primary Leaving Examination(PLE) -
01.2003
Skills
- Communication
- Teamwork
- Leadership
- Technical Skills
- Excellent Communication
- Interpersonal skills
- Computer skills
- Microsoft packages
- Training
- Presentation
- Process Improvement
- Relationship building
- Management
- Client Experience Management System (CEMS)
Accomplishments
- Managed all HR functions, including recruiting, interviews, counselling and corrective action.
- Improved profitability through sales, forecasting, and negotiation.
- Coordinated with Senior Management in developing strategies.
- Provided exceptional support to managers and co-workers.
- Coordinated invoices for clients via Excel and contacted clients for payment.
- Successfully resolved a standing issue with a client.
Languages
English
Luganda
Ateso
Personal Information
- Date of Birth: 08/24/91
- Gender: Female
- Nationality: Ugandan
Keycompetenciesandskills
- Professionalism
- Communication
- Teamwork
- Technical Skills
- Human Resource Management
- Strategic planning & Business Planning
- Business development & Process Improvement
- Relationship building & Management
- Client Experience Management System (CEMS)
Hobbies and Interests
- Travelling
- Social Networking
- Team work
- Reading
Disclaimer
I declare that the information contained in this document is true, accurate and honestly describes my education, skills, experience and competency.
Timeline
Universal Banker - Standard Chartered Bank (U) Ltd
11.2020 - Current
Branch Operations Executive - Standard Chartered Bank (U) Ltd
04.2017 - 10.2020
Client Service Manager - Standard Chartered Bank (U) Ltd
06.2016 - 10.2020
Teller - Standard Chartered Bank (U) Ltd
05.2016 - 10.2020
Data Entrant - Uganda National Examination Board
12.2015 - 01.2016
Uganda Christian University - , Project Planning and Entrepreneurship
Kisubi High School - Uganda Advanced Certificate of Education (UACE),
Our Lady of Good Counsel, Gayaza - Uganda Certificate in Education (UCE),
Profla Primary School - Primary Leaving Examination(PLE),
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