Open to opportunities

Sheila Natukunda

@sheilanatukunda

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Customer service and administration professional driving account support and sales.

Uganda

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What I'm looking for

I’m looking for a customer-focused role where I can resolve issues fast, keep records accurate, support high-volume clients via call/chat, and contribute to sales and continuous process improvement in a collaborative team.

I’m a results-driven administration and customer service professional with 3+ years of experience across banking, front-desk operations, and client support. I’m known for managing high client volumes, resolving complaints efficiently, and keeping service delivery accurate and professional.

In customer-facing roles, I supported patients and customers through call, email, and chat—handling inquiries, scheduling appointments, and maintaining compliant records. I also supervised customer care staff, improved patient flow through strong interdepartmental coordination, and reduced waiting times by streamlining communication.

In banking and digital finance environments, I handled reconciliation and account support, including transaction inquiries, unidentified transaction investigations, reversals, and emergency top-ups. I contributed to operational efficiency with daily performance reporting, statutory returns support, and improvements that reduced backlog and customer complaints.

I bring strong documentation management, report writing, and multilingual communication, and I enjoy environments where I can combine customer empathy with disciplined execution. Whether it’s onboarding clients, supporting mobile app usability issues, or improving internal controls, I focus on solutions that strengthen trust and results.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Doctor's Hospital Sseguku

Oct 2024 - Jul 2025 (9 months)

Provided front-desk support, patient guidance, and appointment scheduling while maintaining accurate patient records. Improved patient satisfaction and reduced waiting times through better coordination and timely complaint resolution.

Customer Service Appointment Scheduling Complaint Resolution Front Desk Operations Team Supervision Patient Flow Management

Reconciliation Accountant

ChapChap Africa

May 2024 - Jan 2025 (8 months)

Performed daily client and company account reconciliations, managed float top-ups, and supported fund distribution planning. Reduced reconciliation backlog and improved month-end timelines by correcting posting errors and clearing long-outstanding items.

Account Reconciliation Float Management Fund Distribution Telecom Transaction Investigation Financial Reporting Internal Controls

Customer Service Representative

ChapChap Africa

Apr 2024 - May 2024 (1 month)

Handled high volumes of inbound and outbound calls for digital financial services, addressing account and transaction inquiries. Delivered 95%+ first-call resolution by troubleshooting issues, resolving payment failures, and escalating complex cases within SLA.

Call Center Support Password Resets Mobile App Support SLA Management

Administration Assistant

Nyotakali Trading & Developments Mcltd

May 2023 - May 2024 (1 year)

Managed front-desk operations, client inquiries, appointment scheduling, and documentation for bills, contracts, and license renewals. Improved acquisition by leading social media and newspaper advertising, while strengthening field staff coordination and feedback systems.

Front Desk Operations Client Communication Scheduling coordination Social Media Marketing

Bancassurance Officer

DiamondTrust Bank

May 2022 - Jan 2023 (8 months)

Sold life and non-life insurance to bank clients while reactivating dormant and closed accounts. Achieved monthly sales targets (20 high-value clients) and reactivated 700+ dormant accounts within 5 months, supporting 2,000+ customers through multilingual complaint handling.

Insurance Sales Client Relationship Management Dormant Account Reactivation Complaint Handling performance reporting Multilingual Customer Service Sales Targets Customer Education

Administrative Intern

PremierCredit Limited

Jun 2018 - Aug 2018 (2 months)

Assisted with loan documentation, account posting, and customer payment recording. Supported loan product information to clients and participated in field loan recovery operations while producing daily branch status email reports.