Nakayiwa Christine Nalule,

P.O. Box 7062, Kampala-Uganda

0701050105/0775988976
christinenakayiwa7@gmail.com

To The Ag. Head Human Resource & Administration

Egis Group.

26th April 2024.

Dear: Sir/Madam,

RE: APPLICATION FOR THE FRONT DESK RECEPTIONIST H/F.

I hereby submit my application for the position of Front desk receptionist h/f at Egis.

I am an organized, motivated, hardworking, disciplined individual, excellent team player, confident, and
enthusiastic that my skills are well aligned with the role and that I would be an excellent fit for your
organization.

I am a graduate with a bachelors' degree of library and information science from Makerere University
and a former temporary customer service officer at Tropical bank limited followed by three months of
internship done at the bank.

I can guarantee you high performance and significant contribution towards the achievement of
Egis' strategic objectives. My CV provides more details for team collaborations and experiences.
I look forward to your positive response.

Yours sincerely,

CHRISTINE NAKAYIWA NALULE

 CURRICULUM VITAE

PERSONAL DETAILS
Surname: Nakayiwa

Other names: Christine Nalule

Date of birth: 15/ 10/ 1999

Nationality: Ugandan
Gender: Female

Marital Status: Single

Telephone: 0701050105
Address: P.O. Box 7062, Kampala (U)
Email: christinenakayiwa7 @gmail.com

Career Objectives.

An information scientist by profession and a customer service officer by training with strong managing
skills, acquisition, supply and distribution of information and making that information accessible to
users, research and data analysis, cataloguing and classification skills, trustworthy, highly motivated
and hardworking person with a high sense of duty and loyalty both professionally and privately.

Extremely flexible and can adapt to the surroundings without compromising with any of my principles
and responsibilities.

Education Background
Year 2018 to 2022
Award Bachelor of Library and Information science.
Institution Makerere University Kampala.

Year 2015 to 2016

Award Uganda Advanced Certificate of Education
Institution Kyaddondo secondary school

Year 2011 to 2014

Award Uganda Certificate of Education
Institution Kyaddondo secondary school

Working Experience.

Temporary customer service officer (22nd November, 2022 - 22nd February, 2023)
 Employer: Tropical bank Limited.

Duties and responsibilities.

• Responsible for taking customer complaints very serious & accept them as an aid to deliver
quality service.
• Register every complaint for follow up and record purposes.
• Responsible for handling the official bank’s WhatsApp platform.
• Responsible for handling the official bank’s toll free line.
• Responsible to give customers a courtesy call or reply via WhatsApp to ensure that they’re
happy after complaints resolution.
• Responsible for bringing all complaints to the attention of line managers.
• Prepare and submit daily complaints report to my supervisor.
• Responsible for organizing a weekly meeting for customer service unit and prepare minutes.
• Responsible for calling inactive accounts to come through and re- activate with their original
verified IDs.
• Responsible for customer on- boarding where I call customers that opened up accounts on a
daily asking for how they were treated at the branches, environment and feedback on the
experience of our services so far.
• Responsible for returning calls back to missed calls by the customers.
• Responsible for updating WhatsApp and toll free complaints report on a daily.
• Responsible for digital marketing of the bank’s products using WhatsApp and Toll free line
that is mobile banking, agent banking, internet banking, SMS banking, ATMs and types of
loans offered at the bank followed by account types.
• Responsible for notifying customers about the bank’s changes made that is Tariff guide.
• Responsible for committing to customers.
• Responsible for ensuring guiding principles that is listen, empathy, investigate, explain,
resolve, notify, live the bank’s values & keep the promise.
• Ensure that all customers receive the same consistence, high standards of customer service.
• Ensure that customer service is an integral part of the planning resourcing and delivery of all
Tropical bank services.
• Enable Tropical bank to achieve its corporate key priorities as set out in the Tropical bank’s
strategic plan 2021-2025.

Internship Training (30thJune - 30th September 2022)

Internee: Tropical bank Limited.

Duties and responsibilities.
• Read about complaints handling procedures, customer; follow-up, customer service policy and
service level agreement (SLA).
• Practiced and definitely learnt how to reply on phone calls received via the bank’s official toll
free line who included clients with inactive accounts to come, Pick up ATMS among others.
• Responsible for Cross- selling mobile banking, agent banking, internet banking and ATM
services via all digital platforms provided that is WhatsApp and e-mails then toll free.
• Customer journey that involved calling customers and ask them about their experience with
Tropical bank services.
• Responsible for WhatsApp and managed to solve multiple complaints.
• Responsible for digital marketing where I used shared to cards like EID cards, Bancassurance
 cards and notices to customers using WhatsApp.
• Recorded complaints and customer details under excel that was later updated in the bank’s
system.
• Responsible for editing customer e-mail listing.
• Responsible for calling customers with inactive accounts to come through with their national
IDs and re- activate. Where I had to share a daily report to my supervisors.
• Responsible for calling customers to come pick up their ATM cards from their respective
branches.
• Responsible to listen, emphasize, apologize, resolve and notify.

Internship Training (January -February 2021)

Internee: College of Education and External studies (CEES).

Duties and responsibilities.

• Responsible for evaluating, organizing, cataloguing, classifying, managing and distributing

information in a variety of formats.
• Ensuring that information is up to date.
• Responsible for Stock counting and post checking.
• Prepare regular reports.
• Responsible for creating databases.
• Responsible for carrying out information audits, inquiries and internal commissions.
• Maintaining statistical and financial records.
• Responsible for searching and retrieving information from the internet and online databases.
• Responsible for using specialist computer applications.
• Responsible for answering enquiries from staff and external parties.
• Responsible for promoting and marketing services.
• Training and supervising fellow internees.

ACHIEVEMENTS.

• I learnt to independently use specialist computer applications to complete my tasks.

• Definitely learnt how to reply on phone calls received via the bank’s official toll free fine who
included clients with inactive accounts to come, Pick up ATMS among others.
• Learnt how to cross- selling mobile banking, agent banking, internet banking and ATM
services via all digital platforms provided that is WhatsApp and e-mails then toll free.
• I learnt how to handle the official bank’s WhatsApp platform for inquiries, complaints,
suggestions and all that come along through it.
• I learnt how to handle the official bank’s toll free line for inquiries, complaints, suggestions
and all that come along through it.
• Learnt core session that includes how the bank’s system works.
• I learnt how to ensure guiding principles that is listen, empathy, investigate, explain, resolve,
notify, live the bank’s values & keep the promise.
• I learnt to ensure that all customers receive the same consistence, high standards of customer
 service.
• I learnt how to respond to digital correspondence as quickly as possible.
• I learnt how to answer telephone calls.
• I learnt how to deal with telephone calls in a most preferred language to the customer.
• I learnt how to provide quality services in a very helpful and efficient way to customers.
• I learnt how to treat each other as an individual with respect, adapt good behavior.
• I learnt how to offer choices where possible.
• I learnt how to give information if available and explanation if not available.
• I learnt how to be open to receiving feedback from customers and use this feedback to improve
customer services.
• I learnt to tell my supervisor about serious complaints.
• I learnt how to evaluate, organize, catalogue, classify, manage and distribute information in a
variety of formats.
• I learnt how to perform information audits.
• I learnt how to search for and retrieval of Information from the internet and online databases.
• I learnt how to bind information resources like books among others.
• I learnt how to ensure that data protection laws are met.
• I learnt how to answer freedom of information requests.
• I learnt how to promote and market services offered in the organization. •. I managed to
extend good customer care services to angry clients, with
delayed services.
• I learnt how to create databases and website development.

Skills and Competences:

• Strategic thinker and self-starter with a high level of initiative; highly
motivated and hard working.
• Effective interpersonal, communication, administrative, organization and problem-solving
skills.
• Detail-oriented, computer literate.
• Able to analyze data to explain social, economic and business dynamics in various fields.
• Quick to assimilate new ideas.

Hobbies.

• Social activities.
• Watching movies/educative documentaries.
• General reading.
• Interactive discussions including Training.

Communication/Language skills.
English
Excellent

Luganda
Excellent

Rukiga
Good

Referees:
1. Mr. Mukhyire Mukayire Azat
Human Resource Officer (Benefits and compensations) - Tropical bank Ltd.
0751773647

2. Ms. Akello Grace

Head of College- College of Education and
External studies (CEES) 0750404925/0772404925

3. Ms. Nalumu Zulaika

Former Senior Officer Customer service-Tropical Bank Ltd
0758880048
‘ 1 NAKAYIWA CHRISTINE NALULE certify that the information and qualifications written
above is true and correct to the best of my knowledge and belief.

Signature: