Suzan Lamwaka
National Water & Sewerage Corporation
1
Certification
15
years of professional experience
Results-driven Production Manager with expertise in operational efficiency and strategic growth. Led initiatives that reduced non-revenue water and transformed billing systems, enhancing service delivery and customer satisfaction. Founded the Acan Foundation, improving elderly care through innovative strategies. Proven strengths in problem-solving, financial forecasting, and stakeholder engagement, driving organizational success and sustainability.
Work History
Branch Manager
4 Years 11 Months- Managed a team of 55 staff at National water and sewerage branch that realized a $2 million growth in revenues under my leadership, where I:
- Reduced non-revenue water from 57% in 2020 to 29% by the end of 2023 therefore optimizing billing and revenue collection for the Corporation by over 2 million dollars.
- Led branch operations, ensuring compliance with regulatory standards and company policies.
- Executed brand promotion and corporate responsibility strategies, driving customer retention.
- Managed budgets, forecasts, and financial reporting to optimize resource allocation and cost control.
- Developed and implemented strategic plans to enhance service delivery and operational efficiency.
- Collaborated with cross-functional teams to address customer concerns and improve satisfaction levels.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Analyzed competitors and market trends to implement strategies facilitating business growth.
- Coordinated promotional campaigns for new services, contributing to sales and revenue growth.
- Trained and mentored staff, fostering a culture of continuous improvement and professional development.
Head Office Senior Commercial Officer - Corporate/ Key Accounts
3 Years 11 Months- Led team of junior Commercial Officers to successfully complete projects on time and within budget.
- Conducted market research to reduce risks and implemented sales goals and strategies that increased revenue and billings by over 12%.
- Interacted with all levels of the organization stakeholders from executive leadership to field level staff to present different interests.
- Carried out process management and audits to ensure efficiency and avoid risk exposure.
- Oversaw daily operations of water and sewerage systems to ensure compliance with safety standards.
- Coordinated emergency response efforts during system failures, minimizing service disruptions for customers.
- Trained new staff on operational protocols and safety measures, fostering a knowledgeable workforce.
Branch Commercial Officer
1 Year 10 Months- Guided tariff structures and payment terms, facilitating informed decision-making.
- Analyzed performance trends in reports, enabling managers to formulate strategic business plans.
- Managed water quality testing and ensured compliance with regulatory standards.
- Analyzed data trends to identify areas for system enhancements and service reliability.
- Mentored junior officers, fostering a culture of continuous learning and professional development within the team.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Organized public forums to address community concerns, improving transparency and accountability.
Commercial Assistant (Territory Leader)
3 Years 4 Months- Targeted potential and past clients to uncover and pursue new business opportunities, enhancing client acquisition.
- Managed daily operations, ensuring efficient workflow and compliance with company policies to support overall business objectives.
- Facilitated revenue collection by coordinating with clients to ensure timely payments. (Context of your role in revenue collection).
- Utilized Customer Relationship Management System to monitor customer interactions and sales opportunities, driving informed decision-making.
- Developed and maintained client relationships through regular communication and excellent customer service.
- Monitored employee productivity to provide constructive feedback and coaching.
- Assessed team performance against established goals and objectives.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
Commercial Assistant (Trainee)
9 Months- Engaged customers for participation in pre-paid water project, enhancing community involvement.
- Mobilized customers during the pre-paid water project.
- Tracked and reactivated water-suppressed accounts to restore service continuity for clients.
- Developed various documents and spreadsheets to organize project data.
- Created documents and spreadsheets.
- Performed market research to uncover potential clients and business opportunities, supporting growth initiatives.
- Filtered important calls and spam calls to help executives prioritize specific clients and expedite daily operations.
- Increased customer satisfaction by providing timely and accurate product information, addressing inquiries, and resolving issues.
- Reviewed invoices, payment requests, and expense reimbursements prior to approval.
- Engaged with customers to build business relationships.
Education
Diploma - Board Competence
Masters - Business Administration
Bachelors - Social Work and Social Administration (Hons)
Skills
Branch operations
Strategic planning and execution
Financial management and forecasting
Stakeholder engagement and customer relations
Data analysis
Supply chain management.
Regulatory Compliance
Market Trend Analysis
Resource Allocation
Team leadership
Policy implementation
Change management
Accomplishments
- MBA Dissertation Research Topic 'Marketing Communication Strategies and Sales Performance of Beverage Companies in Uganda. A case of Century Bottling Company Limited.' 2017
- BSWSA Dissertation Research Topic 'Influence of culture on environmental health condition in internally displaced camps / IDP setting' (A case study of Potika IDP camp) in Kitgum district. 2008
- Founder 'Acan Foundation' elderly care in Africa - Uganda Website: https://acanfoundation.org/
Certification
- Certificate of Leadership Development Female Future Program - Federation of Uganda Employers 2021
- Certificate in customer care training 2020
- Certificate of best performing branch 2020
- Certificate of recognition for best performance in commercial section 2014
Timeline
Branch Manager
National Water & Sewerage Corporation
01.2019 - 12.2023Read More
Head Office Senior Commercial Officer - Corporate/ Key Accounts
National Water and Sewerage Corporation
01.2015 - 12.2018Read More
Branch Commercial Officer
National Water and Sewerage Corporation
10.2012 - 08.2014Read More
Commercial Assistant (Territory Leader)
National Water & Sewerage Corporation
05.2009 - 09.2012Read More
Commercial Assistant (Trainee)
National Water & Sewerage Corporation
07.2008 - 04.2009Read More
Uganda Christian University
Bachelors from Social Work and Social Administration (Hons)
Read More
Uganda Management Institute
Masters from Business Administration
Read More
Female Future
Diploma from Board Competence
Read More
Websites, Portfolios, Profiles
- Https://linkedin.com/in/suzan-lamwaka-7568486b
- Https://acanfoundation.org/