FLORENCE TURINAYO NSENGA

Work History

Director

Kazi Travel World -SMC LTD

Kampala, Uganda

03.2022 - Current

Lead organization by establishing business direction and actualizing operational plans to meet goals.
Created and implemented employee retention strategies.
Spearheaded internal initiatives designed to foster collaboration among staff members.
Introduced innovative approaches that improved efficiency while reducing costs.
Overseen the daily operations of the organization and ensured compliance with applicable laws and regulations.
Maintained open communication channels between departments to maximize efficiency and productivity.
Drove company vision with collaborative employee engagement techniques and strategic leadership.
Promoted brand awareness by increasing market penetration across Similar industry markets.
Monitored company performance by measuring and analyzing results and minimizing impact of variances.
Built strategic business partnerships by cultivating relationships with employees and experts.
Analyzed market trends and customer data to inform decision-making processes.
Conducted thorough interview processes to appoint new Staff
Oversee corrective action plans to remedy structural, organizational and departmental issues.
Negotiated contracts with vendors to secure competitive pricing for goods or services.
Represented the organization at conferences, events, and networking activities as needed.

Relationship Manager Diaspora Banking

PostBank Uganda Ltd

Kampala

06.2013 - 12.2023

Resolved escalated customer issues efficiently and effectively within established timelines.
Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
Developed and implemented improved organizational tools to increase productivity.
Recommended new financial and accounting software packages. replacing various non-integrated offerings.
Developed strategic plan for client relationships, proactively consulting with senior individuals and anticipating needs.
Drafted Marketing & Sales management reports identifying clients at risk and analyzing quality of service and implementation of new strategies.
Created marketing materials and presentations for prospective clients.
Negotiated terms for management services and financing to close deals with hesitant clients and retain relationships.
Generated reports regarding customer interactions, performance metrics, revenue goals.
Coordinated with cross-functional teams to ensure successful implementation of projects.
Developed marketing plan based on client data to acquire new relationships and expand existing ones.
Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
Achieved client loyalty through quality, productivity, service and proactive management.
Participated in industry events such as international conferences/conventions and tradeshows to build brand awareness among prospects.
Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
Addressed inquiries from clients and department team members.
Established strong client relationships to drive business development.
Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
Ensured compliance with relevant laws and regulations when dealing with customers.
Monitored competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.
Identified customer needs, developed customized solutions, and provided knowledgeable advice.
Analyzed competitors and market trends to facilitate business growth.
Collaborated with internal teams to develop strategies that would increase customer engagement levels.
Conducted regular client meetings both physical and online to assess progress, discuss opportunities for growth, and address any concerns.
Managed daily operations including scheduling appointments, coordinating meetings and preparing agendas.
Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
Collaborated with managers to identify and develop new markets according to strategic plan, analyzing potential opportunities, and challenges.
Coordinated preparation of external audit materials and external financial reporting.
Facilitated the resolution of disputes between customers and the organization in a professional manner.
Conducted due diligence and fulfilled compliance requirements, communicating with other departments to complete requests.
Analyzed market trends and identified potential new customers through research activities.
Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.
Provided training sessions for colleagues on best practices related to relationship management.
Maintained updated knowledge through continuing education and advanced training.
Displayed strong telephone etiquette, effectively handling difficult calls.
Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Marketing Officer

PostBank Uganda Ltd

Kampala, Uganda

08.2009 - 06.2013

Generated monthly performance metrics and analytical reports, reviewing and communicating marketing campaign successes to clients.
Expanded new businesses by developing powerful sales, advertising and marketing campaigns.
Negotiated with vendors to obtain most cost-effective pricing for product distribution.
Managed relationships with external vendors providing marketing-related services.
Developed marketing strategies based on corporate objectives and market trends.
Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
Assessed marketing campaigns using key metrics and performance indicators.
Analyzed customer feedback to inform product development decisions.
Conducted market research to identify trends in consumer behavior and preferences.
Evaluated advertising and promotion campaigns to align company messaging and address potential issues.
Planned advertising campaigns including both Above and below the line advertising for online, print and other mediums.
Supervised creation of marketing materials and collateral.
Maintained a library of images used in all forms of marketing collateral.
Identified target audiences and developed strategies to reach them through various marketing channels.
Engaged with customers through social media platforms including Facebook, Twitter, Instagram.
Initiated, Planned and facilitated meetings to share marketing plans and explain future business goals my major being the External Stake holders meetings for Top Clients both Existing and in line.
Strategically devised customer approaches, meeting sales objectives and capitalizing on emerging opportunities.
Produced reports analyzing effectiveness of existing campaigns and proposed solutions for improvement.
Directed hiring, training, and performance evaluations for marketing and sales staff.
Coordinated marketing events for showcasing product and service offerings.
Created content for website and social media channels including blog posts, videos, podcasts and webinars.
Collaborated with other departments to coordinate strategic marketing activities.
Collaborated with advertising and promotion managers to promote products and services.
Assisted in the preparation of budgets and monitored expenses related to marketing initiatives.
Leveraged industry trends and competitive analysis to improve marketing campaign performance.
Provided guidance on pricing strategies based on competitive analysis.
Created marketing policies and procedures, evaluating and revising to maximize team efforts.
Expanded personnel skill sets by mentoring marketing team both individually and in groups.
Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
Developed and implemented digital marketing plans to incorporate SEO, social media platforms and video campaigns.
Orchestrated digital marketing initiatives and planned creative deliverables.
Launched and managed targeted email marketing campaigns.
Recommended policy changes to improve marketing tactics and strategies.
Conducted research to determine ideal markets for products and services.
Translated key brand and campaign objectives into effective messaging.
Created press releases to promote company news stories and updates.
Maintained updated knowledge through continuing education and advanced training.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services especially the Product Development Team

Relationship Officer Customer Development Service

PostBank Uganda Ltd

Kampala, Uganda

02.2006 - 06.2009

Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Developed strategic plan for client relationships, proactively consulting with senior individuals and anticipating needs.
Advised and counseled customers on financing and related matters, courteously educating clients and responding to inquires.
Performed credit analysis of customer profiles and portfolios, ensuring adherence to credit policies.
Determined consumer needs to provide products and services appealing to larger market.
Organized and coordinated meetings between senior management and other departments across the organization.
Implemented strategies to take advantage of new opportunities.
Managed training programs designed to improve customer service skills among staff members.
Participated in regular meetings with upper management regarding progress updates on current Product portfolio initiatives.
Set specific goals for projects to measure progress and evaluate end results.
Monitored operations and reviewed records and metrics to understand Product portfolio performance.
Analyzed data trends related to customer feedback surveys in order identify areas needing improvement.
Wrote and submitted reports on industry trends, prompting the Product development manager and the Team to develop business portifolio plans.
Identified needs of customers promptly and efficiently.
Developed and implemented policies and procedures to ensure compliance with government regulations according to Bank regulations.
Supervised subordinate staff in carrying out daily duties and activities.
Analyzed key performance indicators to identify effective strategies.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Teller /Cashier

PostBank Uganda Ltd

Kampala, Uganda

08.2004 - 02.2006

Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
Opened new checking, savings and lines of credit for customer accounts.
Performed cash handling duties including counting currency, coins and checks.
Resolved customer disputes promptly in accordance with bank policies and procedures.
Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Provided assistance to other tellers during peak business hours as needed.
Handled large sums of money with accuracy while maintaining appropriate levels of security.
Leveraged customer service and sales abilities to consistently meet performance goals through cross selling across the counter.
Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
Balanced teller drawers regularly throughout the day according to established procedures.
Maintained confidentiality of bank records and client information.
Prepared official checks for customer and internal bank needs.
Identified transaction errors when debits and credits did not balance.
Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
Built and maintained client relationships through quality, personalized interactions.
Received and counted daily inventories of cash, drafts and checks.
Verified amounts and integrity of every check or funds transfer.
Identified and reported suspicious behavior to security personnel as appropriate.
Performed special services for customers, ordering bank cards and checks.
Assisted customers with basic technical issues related to digital banking platforms.
Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
Planned and completed group projects, working smoothly with others.
Managed and Kept Vault Keys.

Summary

Overview

Work History

Director

Relationship Manager Diaspora Banking

Marketing Officer

Relationship Officer Customer Development Service

Teller /Cashier

Education

Diploma Marketing

BBA - Management Science

Diploma Business Administration

MBA - Project Management

Skills

Affiliations

Accomplishments

Certification

Languages

Work Availability

Timeline

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