Nakalema Barbera
@nakalemabarbera
Experienced branch coordinator with a strong background in customer service.
UgandaWhat I'm looking for
I am a dedicated professional with extensive experience in branch coordination and customer service management. Currently, I serve as a Branch Coordinator at Platinum Credit Uganda Limited, where I develop and implement strategies to achieve branch portfolio quality targets. My role involves overseeing recruitment, staff training, and marketing strategies, ensuring that our team meets its sales goals while maintaining high standards of customer satisfaction.
Previously, I held supervisory roles at UNICAF University and DHL Express, where I honed my leadership and organizational skills. I am adept at managing teams, providing constructive feedback, and fostering a positive work environment. My background in customer service has equipped me with the ability to handle complex customer inquiries and resolve issues efficiently, ensuring a seamless experience for clients.
Experience
Work history, roles, and key accomplishments
Branch Coordinator
Platinum Credit Uganda Limited
Jan 2021 - Present (4 years 5 months)
Developed and implemented strategies to achieve branch portfolio quality targets and oversaw the recruitment and retention of the sales team. Led the branch loans committee in timely appraisal and approval of loans, ensuring compliance with company policies and procedures.
Call Centre Supervisor
Unicaf University
Jan 2018 - Present (7 years 5 months)
Managed and supported a team of call center advisors, assessing their work and providing feedback to maximize performance. Handled escalated calls and motivated advisors through positive communication and feedback.
Customer Service Officer
DHL Express Uganda
Jan 2011 - Present (14 years 5 months)
Accepted and registered customer bookings, accurately inputting data into DHL applications. Offered suitable services and actively sold additional products like insurance and time-definite delivery.
Customer Care Supervisor
Celtel /Zain Uganda/Airtel Uganda
Jan 2009 - Present (16 years 5 months)
Followed up to ensure timely resolution of customer problems and assisted in solving customer concerns within the company. Maintained daily operations, planning, and support at the call center.
Customer Service/Call Centre Representative
Celtel /Zain/Airtel Uganda
Jan 2007 - Present (18 years 5 months)
Managed large volumes of inbound and outbound calls, identifying customer needs and providing solutions. Documented all call information and built sustainable customer relationships.
Education
Degrees, certifications, and relevant coursework
Mpoma Girls School
Uganda Advanced Certificate of Education, General Studies
Completed the Uganda Advanced Certificate of Education (UACE) at Mpoma Girls School. This involved advanced level studies.
Mpoma Girls School
Uganda Certificate of Education, General Studies
Completed the Uganda Certificate of Education (UCE) at Mpoma Girls School. This involved ordinary level studies.
MUMakerere University
Bachelor of Arts, Environmental Management
Obtained a Bachelor of Arts Degree in Environmental Management. The program focused on understanding and addressing environmental issues.
Tech stack
Software and tools used professionally
Availability
Location
UgandaAuthorized to work in
Job categories
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