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Support Officer
Customer service professional at Bank ofAfrica Uganda who improved customer satisfaction and digital product usage.
UgandaSupport Officer at Agent Banking
Generated daily, weekly, and monthly reports to assist business leaders with decision making and strategic planning. Developed and maintained customer relationships, on-boarded approved agents leading to 30% monthly growth, and ensured KYC compliance.
ReportingCustomer Relationship ManagementKYC ComplianceMonitoringEscalation Management
Supported upper management with administrative tasks including vendor management, performance reviews, and policy implementation. Increased customer satisfaction to above 80% and digital product usage to over 90% through timely onboarding and complaint resolution.
Vendor ManagementPerformance ReviewsPolicy ImplementationCustomer SatisfactionDigital Product Activation And OnboardingKYC Compliance
Handled an average of 75 customers per day through in-person, phone, and email, serving as the first point of contact. Processed customer instructions within SLAs, reduced fraud levels to below 5%, and improved first-contact resolution rate by 20%.
Customer ServiceCommunication SkillsProblem SolvingKYC ComplianceFraud ReductionFirst Contact Resolutions
Pursued a Bachelor's degree in International Business, graduating in 2012.
Pursued a Bachelor's degree in International Business, graduating in 2012.
Completed the Advanced Certificate of Education in 2007.
Completed the Advanced Certificate of Education in 2007.
Profile sourced from Himalayas.