Sandra Tibahurura Kaganzi

Sandra T Kaganzi Contact: - -- Mission statement : To be a ray of sunshine for others using my life experiences for them to live a positive and balanced life while having fun. Dedicated customer experience manager with over 18 years extensive experience in financial services, renewable energy, and telecom industry. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations to meet the expected ROI. Expertise ⚫ ⚫ ⚫ Contact Center management Customer engagement Relationship management Account Management ⚫ and ⚫ ⚫ Customer Support and trouble shooting Front-End Supervision Sales & Margin Improvement ⚫ ⚫ Teambuilding & Training Project Management Professional Experience KCB Bank Uganda Customer Experience Manager, 05/18 to 10/21 Responsibilities: Develop and lead the implementation of an innovative customer service strategy that delivers a consistent, seamless and trusted customer experience through the different channels across the Bank, to create competitive advantage and ultimately drive revenue growth. Selected Contributions-CEM: • Implemented an Enterprise Customer Relationship Manager (ECRM) for KCB bank Uganda, which helps measure service level and enhance visibility of customer complaints & improve standards of service delivery. It has improved our complaint capture from 0% to 80%, tracking, follow up and resolution rate from 10% to 93%. It gives us a 360-degree view of our customer interactions and transactions. • Developed customer service charter/ promise for KCB Uganda with aspirations to achieve NPS of 50% and CES < 20% • Lead the implementation of Key customer experience surveys, which included Net promoter score, Customer Effort Score and Rate my support. • Implemented feedback & action plans from surveys (NPS & CSAT) and improved rating from 7% in 2019 to 52% by June 2021 • Managing portfolios of corporate accounts & proactively contacting customers to maintain a consistent high level of customer experience. • Develop, manage, and expand the corporate accounts customer base, relations and services to ensure growth, profitability and retention of the corporate accounts’ customer segment. • Enforced customer Service promise & SLAs across the whole bank network which has led to staff productivity and efficiency. BBOXX 10/15 to 04/18 Customer Service Strategy Manager, 01/17 to 04/18 Head of Customer Service –East Africa, 10/15 to 12/16 Promoted to management position to recruit, train and supervise 25+ customer service reps. Foster an environment in which clients enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions start to end of customer service cycle. Selected Contributions-CSSM: • Designed and implemented a USSD menu for BBOXX customers as we move to a digital BBOXX customer. • • • • Designed a new Call centre front end for DESCOs to improve staff efficiency and customer experience. Worked together with the after sales analyst and we were able to produce a dashboard with call centre metrics therefore improving our visibility about the work the customer service department was doing. Implemented new processes to improve the customer experience for escalated issues from 79% in December 2016 to 89% by end of Q1 2017. These included introducing an issue tracking team (back office) and a tool to record and follow up all escalated complaints. Introduced customer satisfaction surveys which have given BBOXX visibility on what their customers think about them which is a resourceful source of feedback. Selected Contributions-Head of Customer Service: • With support from IT team we have been able to implement a new Customer Relationship Manager on open ERP which is user friendly for the staff in the contact centre and has helped with reducing the default rate for our customers. From 7% in January 2016 to less than 3% in December 2016. • Introduced after sales processes to engage our customers and have constant communication with them to ensure they don’t end up in the default state. • Resolved customer complaints by identifying problems and taking appropriate corrective action which has resulted into 40% increase in the department’s efficiency. • Was able to Set up and implement two (2) contact centers in both Rwanda and Kenya in the target time set before end of the year 2015. • In conjunction with BBOXX academy managed to train 40 new staff for both countries on the inhouse Customer Relationship Management (CRM) system, & later the improved ERP CRM version, BBOXX operations and basic contact centre dynamics and this has improved our customer service to our customers. • Set KPIs for the new contact centers for all staff and payment KPIs which are key to our objectives of ensuring we reduce the default rate of our customers. Banque Populaire Du Rwanda — Kigali, Rwanda 04/12 to 09/15 Call Centre Manager, 04/12 to 9/15 Selected Contributions: • With the help of IT department developed and implemented a complaint management system that helps the bank track all customer complaints and eased up complaint management in the bank. • Introduced outbound calls to the bank customers to engage them and find out our level of service quality and as a way of customer retention and loyalty. • Expanded and relocated the call Centre, from a 12-seater to 20-seater call center with better floor management and a professional outlook • Improved the BPR call centre through educating the team on how a professional call centre is run which includes instilling call centre dynamics, team spirit and call centre basic information to the supervisors, team leaders and team. • Introduced the monthly meetings, monthly assessment’s, improved reporting and team building activities to date. Tigo Rwanda — Kigali, Rwanda 09/11 to 04/12 Customer Operations Manager, 09/11 to 04/12 Selected Contributions: • Opened 3 new service centers to bring Tigo services closer to the Rwandese population with the pending entry of a third operator in the country. • Set up a retention team that improved the customer service delivery for the company. This also involved recruiting and setting up a team of five agents who are involved in engaging our High value customers. • Changed the call centre short code and introduced billing on the call centre line to improve efficiency and better management of customers contacting the call centre. RwandaTel S.A — Kigali, Rwanda 09/08 to 05/11 Call Centre Manager, 09/08 to 05/11 Selected Contributions: • Set up a first class call centre from scratch that improved the customer service delivery for the company. This involved recruiting and setting up a team of five supervisors, overseeing the training of 56 customer care advisors and setting up a quality monitoring system to ensure first class service for Rwandese. To ensure that it is not only the first 24 hour multi lingual call centre in Rwanda but also delivering First class service to the company’s customers. Setting up policies and procedures for day to day operations of the call centre. Other Roles: Celtel Uganda now Airtel September 2007- March 2008 Customer Operations Supervisor Uganda Telecom Limited October 2006- August 2007 Customer Relations Coordinator Uganda Telecom July 04-to September 2006 Billing Agent/Point of sale Agent Uganda Telecom August 2001-June 04 Call Centre agent (Internet Service Provider/ Data division) Uganda telecom Jan 2001-July 2001 Call Centre Representative with (Mobile division) Airborne Express November 98-Dec 2000 Customer Care Agent Education and Training Uganda Management Institute Certificate in Computer Networking maintenance and support 2004 Makerere University Bachelor’s Degree in Library and Information Science 2004 Training: Completed courses and seminars in Customer retention and Loyalty Training, Performance Standards for Supervisors and Managers in the telecommunications Sector, Customer Relationship Management- Trained by International Telecommunication Union, Customer handling Skills Training for the Customer Solution provider, People Management Skills for Call Centre and Customer Care Supervisors and Managers, Training in Computer Networking, maintenance and Support for Customer Service Managers of Internet Service providers, Fundamentals of Internet and Intranet for Customer Care Managers “When the customer comes first, the customer will last” – Robert Half