Open to opportunities

Gloria Nahirya

@glorianahirya

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Customer service professional in finance call centers, skilled in CRM, compliant payments, and de-escalation.

Uganda

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What I'm looking for

I’m looking for a role where I can combine finance knowledge and hospitality-focused service, handle members/customers confidently, and work with clear processes—while growing in compliance, communication, and problem-solving within a respectful team.

I’m a customer service professional with approximately 2 years working in high-volume financial call centers, handling 100+ daily outbound calls and 50–90 member interactions. I focus on delivering respectful, accurate service that builds member trust while keeping data confidential.

In my current call center role, I resolve financial inquiries on payments, accounts, and procedures by clearly explaining complex processes via phone and email. I also negotiate compliant payment arrangements and repayment plans, document every interaction in internal CRM for audit trails, and de-escalate tense conversations to reach mutually acceptable outcomes.

Beyond finance, I’ve strengthened my service mindset through customer-facing roles such as reception work and supermarket attendant duties. I’ve managed guest bookings and reservations, supported customers with friendly assistance, monitored inventory levels, and followed safety and security procedures.

I also bring practical finance experience from an internship where I supported collection, packaging, and distribution work, computerizing budgets and tracking income, expenditures, and client/commodity records. I’m now looking to keep growing in roles that combine customer support, finance knowledge, and careful compliance.

Experience

Work history, roles, and key accomplishments

Current

Call Center Agent

Current

Unifi Uganda

Dec 2024 - Present (1 year 7 months)

Conduct 100+ daily outbound calls to resolve 50–90 financial inquiries on payments, accounts, and procedures. Negotiate compliant payment arrangements, explain policies and regulatory requirements via phone/email, document interactions in CRM for audit trails, and de-escalate disputes while maintaining data privacy.

Outbound Calling Payment Arrangement Data Privacy Compliance De escalation Dispute Resolution

Current

Huddle Leader

Current

Ubuntu MC

Dec 2021 - Present (4 years 7 months)

Support the huddle leader with outreach activities and fellowship operations. Reach out to members weekly, record and submit fellowship minutes, and spearhead outreaches.

Member Outreach Leadership Support

Supermarket Attendant

Latitude Stores Kyanja

Feb 2024 - Dec 2024 (10 months)

Greet and assist customers while keeping shelves stocked and products presented neatly. Monitor inventory levels, replenish stock, pack groceries, follow safety and security procedures (including shoplifting monitoring), report hazards/maintenance issues, and collaborate with staff to support smooth store operations.

stock replenishment Safety Procedures Maintenance And Hazard Reporting Teamwork Customer Service

Examination Checker

Uganda National Examinations Board

Nov 2023 - Jan 2024 (2 months)

Check examination responses for accuracy, completeness, and proper application of the marking scheme. Verify that all questions are attempted, watch for potential cheating/plagiarism, and maintain confidentiality and integrity throughout the checking process.

Accuracy Cheating and Plagiarism Detection Confidentiality

Receptionist

The Living Adventure

Nov 2022 - Jan 2023 (2 months)

Handle guest check-in and check-out while maintaining a friendly, positive demeanor. Manage guest bookings and reservations, respond to guest requests, answer and forward phone calls, keep the workplace tidy, and log guest issues and lost-and-found items in the task list.

Guest Check In And Check Out Guest Management Maintaining A Tidy Work Environment

Customer Service Representative

ISON BPO

Jan 2022 - Jun 2022 (5 months)

Handle customer complaints and respond promptly to customer inquiries while maintaining customer satisfaction. Keep records of customer interactions, process orders and transactions, follow communication procedures and policies, and collect customer feedback.

Customer Satisfaction Inquiry Response Order Processing Transaction Processing

Bank Agent

Alet Agent Bank Najjera 2

Jul 2021 - Dec 2021 (5 months)

Provide cash and bill payment services and support customer transactions. Deposit and withdraw customer cash, pay bills (e.g., electricity, water, URA), process money transfers, facilitate loan disbursement and repayment, and record customer details and services for bookkeeping purposes.

Cash Withdrawals Payment Processing Utility Bill Management URA Payments Loan Disbursement Support Customer Data Recording bookkeeping support

Finance Intern

Haba na Haba Food Bank Ntinda

Jun 2018 - Aug 2018 (2 months)

Support field operations for collecting, packaging, and distributing food, while assisting with financial data processing. Computerize food distribution amounts, income and expenditures, client and commodity records, help prepare daily/monthly/annual budgets, and contribute to proposal writing for bids to solicit funds.

Food Collection Distribution Data Entry Income And Expenditure Tracking Client and Commodity Record Computerization Budgeting Proposal Writing Bid Support