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Angella Adeke

@angellaadeke

Customer service professional at Bank ofAfrica Uganda who improved customer satisfaction and digital product usage.

At Bank ofAfrica Uganda Limited, I resolved customer complaints and engaged with customers, increasing branch customer satisfaction ratings to above 80%.

I also enrolled and onboarded eligible customers to increase digital product usage to over 90%, and checked accounts to maintain KYC compliance above 80%.

As a Support Officer -Agent Banking at Bank ofAfrica Uganda Ltd, I onboarded approved agents, contributing to 30% monthly growth in the bank-wide agent network. I also monitored and escalated system downtime, contributing to system uptime of over 90%.

Earlier, as a Customer Service Officer at Bank ofAfrica Uganda Limited, I assisted an average of 75 customers per day and improved first-contact resolution by 20%. I hold a Bachelor's degree in International Business from Makerere University.

Experience

Work history, roles, and key accomplishments

Support Officer - Agent Banking

Bank of Africa Uganda Ltd

Jan 2023 - Apr 2023 (3 months)

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.

Reporting Customer Relationship Management KYC Compliance Monitoring Escalation Management

Branch Customer Service Manager

Bank of Africa Uganda Limited

Jan 2018 - Dec 2022 (4 years 11 months)

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 Management Performance Reviews Policy Implementation Customer Satisfaction Digital Product Activation And Onboarding KYC Compliance

Customer Service Officer

Bank of Africa Uganda Limited

Jan 2012 - Jan 2013 (1 year)

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 Service Communication Skills Problem Solving KYC Compliance Fraud Reduction First Contact Resolutions