Summary
Overview
Work History
Education
Skills
Certification
Timeline
Reference
Reference
Cashier
CLARE NAMANYA

CLARE NAMANYA

Kampala

Summary

KEY PROFILE

Goal-oriented Client Service Manager with 10 Years of Banking experience working with an Internationally recognized Global Bank(Standard Chartered Bank).

Clare is a detail-focused and self driven employee that exceeds set goals. She is accomplished in working collaboratively with other teams to establish business goals and devise strategies driving revenue generation, client retention and business growth. She has a proven track record in creating scalable customer service experiences and leveraging digital tools to nurture relationships with customers.

Overview

22
22
years of professional experience
1
1
Certificate

Work History

Client Service Manager

Standard Chartered Bank
Kampala
08.2018 - Current
  • Registered the highest number of new to bank sales with significant balances booked into wealth management.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Created customer support strategy to increase customer retention.
  • Exceeded regularly the not less than 20 face to face high priority clients while meeting the daily target of 10 on call clients everyday.
  • Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing sales targets.
  • Followed through with client requests to resolve problems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Collaborated with the Relationship Manager to improve customer service processes and support structures company-wide.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Retained accounts by addressing potential account closures and loan cancellations.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Assisted organization with transitioning from in person banking to digital banking which resulted in overall efficiency.
  • Conducted training and mentored new team members to promote productivity, accuracy and commitment to friendly service.

Banking Officer

Standard Chartered Bank
Kampala
09.2012 - 07.2018
  • Identified customer desires and goals through needs-based sales tactics.
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
  • Consulted with financial advisors and traders to provide data and analysis of market trends, economic influences and business shifts affecting overall profitability.
  • Identified customers with additional profit potential and designed action plans to expand relationships.
  • Actively worked to build branch credibility and develop relationships to increase community and industry visibility and overall profitability.
  • Opened new accounts and made changes to existing accounts.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.

Head Teacher

Daystar Christian Based Secondary School
Kampala
01.2011 - 08.2012
  • Promoted physical, academic and social development by implementing diverse classroom and outside activities.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies.
  • Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
  • Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
  • Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
  • Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
  • Incorporated multiple types of teaching strategies into classroom.
  • Held conferences with parents to address questions, discuss academic progress and encourage learning goals.

Deputy Headteacher

Bright Star Secondary School
Wakiso
01.2008 - 12.2011
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Used coordination and planning skills to achieve results according to schedule.

Economics Teacher

Nalya Senior Secondary School
Kampala
03.2002 - 12.2008
  • Exposed students to economic reasoning skills to build perspective and critical thinking skills.
  • Planned lessons to reflect group and individual student needs utilizing creative instruction to teach individual roles of citizenship.
  • Evaluated student assignments and projects with corrective comments to guide reasoning skills.
  • Recorded grades and developed accountability through bi-weekly progress monitoring.
  • Worked flexible hours; night, weekend, and holiday shifts.


Education

Master of Arts - Education Administration

Walsh University
Ohio, United States Of America
10.2012

Bachelor of Arts - Education(Economics And Divinity)

Uganda Christian University
Mukono, Uganda

No Degree - U.A.C.E(A' Level)

Progressive Secondary School
Kampala, Uganda

No Degree - U.C.E(O'Level)

Wanyange Girls S.S
Jinja , Uganda

Skills

  • Leadership Management skills
  • Hands on skills in computer applications (proficiency in word, excel, and PowerPoint)
  • Excellent Communication skills
  • Excellent interpersonal skills
  • Team Management
  • Customer Relationship Management
  • Managing Operations and Efficiency
  • Service Delivery Optimization
  • Employee Coaching and Motivation
  • Ability to cope with and adapt to new situations and challenges
  • Result oriented with deadline and quality focus
  • Good listener and with ability to build good interpersonal relations

Certification

  • Certificate In Anti Money Laundering-Standard Chartered Bank
  • Certificate in Priority Client Relationship Management-Standard Chartered Bank

Timeline

Client Service Manager

Standard Chartered Bank
08.2018 - Current

Banking Officer

Standard Chartered Bank
09.2012 - 07.2018

Head Teacher

Daystar Christian Based Secondary School
01.2011 - 08.2012

Deputy Headteacher

Bright Star Secondary School
01.2008 - 12.2011

Economics Teacher

Nalya Senior Secondary School
03.2002 - 12.2008

Master of Arts - Education Administration

Walsh University

Bachelor of Arts - Education(Economics And Divinity)

Uganda Christian University

No Degree - U.A.C.E(A' Level)

Progressive Secondary School

No Degree - U.C.E(O'Level)

Wanyange Girls S.S

Reference

1. Maureen Kashemire

Head Branches and Alternate Channels

Standard Chartered Bank, Uganda

Kashmaureen@gmail.com | +256787369651


2. Juliet Kyoshabire

Manager of Research, Centre for International Education
National Foundation for Educational Research-United Kingdom

kotonyajuliet@gmail.com | +447594484026


Reference

1. Maureen Kashemire

Head Branches and Alternate Channels

Standard Chartered Bank, Uganda

Kashmaureen@gmail.com | +256787369651


2. Juliet Kyoshabire

Manager of Research, Centre for International Education
National Foundation for Educational Research-United Kingdom

kotonyajuliet@gmail.com | +447594484026


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