Esther Karungi

EK

Looking for a job

Esther Karungi

@estherkarungi

Call Centre Advisory at KCB Bank, handling customer queries, complaints, and card-related support across digital channels.

What I'm looking for

I’m looking to apply my contact centre experience in customer service, complaint handling, customer engagement, and product promotion, while contributing to timely follow-up and a positive customer experience.

At KCB Bank, I respond to customer queries and complaints through phone, WhatsApp, email, Service Now, chatbot, and Facebook. I record customer interactions in ECRM and follow up on cases.

I also support VRM transaction queue monitoring and card-related interventions, including card blocking where necessary. Through welcome calls, service updates, and product promotion, I help maintain customer engagement.

As a Call Centre Volunteer at Phaneroo Ministry International, I handled member inquiries, shared information about ministry events, and referred callers to the appropriate support.

At Kabarole District Local Government, I assisted with data collection, cleaning, validation, and analysis for planning and reporting. I also prepared statistical summaries and configured mobile data collection forms using Kobo Collect/ODK.

Experience

Work history, roles, and key accomplishments

KB

Current

Call Centre Advisory

Current

KCB Bank

Jul 2026 - Present (3 months)

Handles customer queries and complaints across multiple channels, records interactions in ECRM, monitors VRM queues, and promotes bank products to enhance customer engagement.

Customer Service Complaint Handling ECRM VRM Card Support Product Promotion Communication Skills Problem Solving

PI

Call Centre Volunteer

Phaneroo Ministry International

Jan 2024 - Jun 2026 (2 years 5 months)

Handled inbound calls, promoted ministry events, and referred callers to appropriate departments for specialized support.

Customer Service Communication Skills Event Promotion Referral Management

KG

Monitoring and Evaluation Intern

Kabarole District Local Government

May 2025 - Sep 2025 (4 months)

Assisted in data collection, entry, cleaning, and analysis for district planning, and configured mobile data collection forms using Kobo Collect/ODK.

Data Collection Data Entry Data Cleaning Data Analysis Kobocollect ODK Reporting

SR

Customer Service Representative and Cashier

Sideline Restaurant

Jan 2023 - Jul 2023 (6 months)

Delivered excellent customer service, processed orders and payments using POS, and promoted restaurant products to increase sales.

Customer Service POS systems Cash Handling Sales Communication Skills

Education

Degrees, certifications, and relevant coursework

MU

Makerere University

Bachelor of Statistics, Statistics

2023 -

Pursuing a Bachelor of Statistics with an Applied Statistics option, expected to complete in May 2026.

MS

Maddox Secondary School

Uganda Advanced Certificate of Education, General Studies

2020 - 2022

Completed the Uganda Advanced Certificate of Education (UACE).

KC

King of Kings College

Uganda Certificate of Education, General Studies

2016 - 2019

Completed the Uganda Certificate of Education (UCE).

SS

St. Augustine Primary School

Primary Leaving Examination, Primary Education

2009 - 2015

Completed the Primary Leaving Examination (PLE).

Tech stack

Software and tools used professionally

WhatsApp

Google Workspace

Microsoft Excel

Microsoft Word

Availability

Looking for a job

Location

Uganda

Authorized to work in

Salary expectations

60k+ USD

Job categories

Contact Centre Advisor Contact Centre Representative Monitoring and Evaluation Intern Cashier

Skills

Customer Service Contact Centre Operations Complaint Handling Customer Relationship Management ECRM Data Collection Data Entry Data Cleaning Data Validation Statistical Analysis Monitoring and Evaluation Mobile Data Collection Kobocollect ODK VRM Queue Monitoring

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