Pearl Brenda Aliza - Erau
Kampala, Uganda,Uganda
Summary
Seasoned professional specializing in administrative and operational support, driving efficiency through streamlined processes. Demonstrates strong analytical and problem-solving capabilities to enhance organizational performance. Dedicated to promoting collaboration and ensuring adherence to regulations and standards.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
MEAL Officer
YouthLine Forum
Kampala, Uganda, Kampala
2021.07 - 2021.09
- Developed comprehensive project proposal documents for partners and potential partners to secure funding opportunities.
- Oversaw preparation of concept notes and budgeted work plans for ongoing projects.
Evaluated project progress against timelines and budgets to identify improvement areas.
Reported on project status to stakeholders to enhance transparency and accountability. - Coordinated diverse online organisational activities such as project launches, press conferences, and tweet chats, utilising digital platforms for outreach and collaboration.
- Document research and analysis on civic space restrictions in Uganda to inform policy recommendations.
- Crafted monitoring, evaluation, and learning guidelines to ensure effective implementation of COVID-19 response strategies within the organisation.
Customer Service Manager
Bank of Africa Uganda Ltd
Kampala, Uganda, Kampala
2010.10 - 2017.07
- Facilitated client relationships by performing consistency checks to confirm service level agreements were met.
Assisted in managing the complaint handling process to ensure resolution satisfaction.
Collected and analysed client satisfaction data for reporting purposes. - Onboard clients and authorise new contracts while ensuring compliance with know your customer (KYC) and industry guidelines.
- Oversaw training and development of branch employees to enhance performance.
Facilitated on-boarding of new personnel with focus on operational efficiency and customer service excellence.
Organised branch meetings to evaluate progress and communicate industry updates effectively. - Executed reconciliations and ensured timely submission of monthly, quarterly, and yearly reports while addressing audit and control queries, consistently securing favourable audit outcomes for the branch.
- Assisted in planning daily branch cash requirements.
Supported compliance with on-site insurance limits.
Monitored automated teller machine functionality to ensure 24-hour operation and minimise downtime. - Executed branch budgets through diligent monitoring to maintain low costs to income ratio while ensuring timely collection of commissions and fees.
- Oversaw daily reconciliation activities to ensure accuracy in financial reporting.
Managed balancing of all branch ledgers and cash registers in compliance with procedures.
Investigated discrepancies in cashier balances and provided detailed reports to management for resolution. - Assisted in coordinating and scheduling outsourced service providers.
Facilitated timely processing of payment claims.
Ensured routine maintenance services were delivered according to service level agreements. - Assisted in maintaining inventory and asset records for all branch assets.
Ensured all assets were engraved and scheduled for routine servicing and maintenance.
Documented movements of branch assets to other branches and head office. - Enhanced service delivery by identifying and addressing potential risks.
Empowered staff through comprehensive training on risk management practices.
Provided compliance department with critical reports on noted exceptions, prompting timely actions. - Achieved improved employee performance through systematic reviews and appraisals linked to key performance indicators.
Secured critical support from HR department to address employee needs effectively.
Maintained operational efficiency by swiftly addressing absenteeism through proactive staffing measures.
Officer / Supervisor
Bank of Africa Uganda Ltd
Kampala, Uganda, Kampala
2006.06 - 2010.09
- Ensured seamless operations in back office, resulting in improved workflow efficiency.
Achieved high standards of front office service by authorising cash payments and client accounts.
Maintained integrity of bank vault, leading to accurate daily cash and ledger balances.
Optimised cash planning and foreign currency externalisation processes for improved service delivery. - Ensured timely processing of all inward and outward payments, enhancing client satisfaction.
Facilitated efficient handling of wire transfers, cheques, bankers drafts, debit orders, and standing orders.
Resolved client enquiries effectively, maintaining strong relationships through clear communication. - Oversaw first point of contact for clients, ensuring a positive experience.
Managed customer inquiries and complaints with professionalism and efficiency.
Coordinated account opening documentation and maintained accurate client records.
Facilitated timely access to tools required for account management and promoted bank offerings effectively. - Oversaw customer interactions to ensure efficient handling of banking transactions.
Executed cash disbursements and deposits across multiple currencies, enhancing customer satisfaction.
Managed MoneyGram transfers and foreign exchange operations, contributing to seamless service delivery.
Maintained accurate daily cash drawer balances, ensuring financial integrity.
Banking Officer
Stanhope Finance Company Limited
Kampala, Uganda, Kampala
2001.05 - 2006.06
- Executed clerical tasks including data entry and cash handling.
Maintained client information databases and bookkeeping records.
Participated in industry meetings and events on behalf of supervisors.
Compiled and submitted feedback reports from presentations. - Assisted in preparing loan proposals for approval.
Facilitated the perfecting of collateral securities.
Coordinated with lawyers to ensure proper registration of mortgages and debentures.
Monitored loan payments and followed up on any delays in receiving instalments.
Education
Post Graduate Diploma - Public Administration and Management
Uganda Management Institute
Kampala, Uganda 2019.10 - 2021.11
Bachelor of Social Work and Social Administration - Social Work, Social Policy, Management of Organisations, Psychology, Economics, Social Research.
Makerere University
Kampala 1997.09 - 2001.04
Skills
- Written and Verbal Communication
- Planning and Coordinating
- Team leadership
- Risk Assessment
- Customer Service Relations
- Operations Oversight
- Data Analysis
- Performance evaluation
Certification
- Certificate in Monitoring and Evaluation – M &E, Uganda Management Institute 2018.
- Certificate in Project Planning and Management – PPM, Uganda Management Institute 2018.
- Certificate in Finance for Non Finance Managers, Uganda Management Institute 2010.
- Certificate in SME Credit Appraisal and Monitoring, Makerere University Kampala 2005.
- Certificate in Customer Care, TIG Marketing Group 2007.
- Certificate in Change Management and Team Building, Peak Performance Group 2007.
Language Proficiency
English (excellent)
Kinyarwanda (good)
Runyankore (good)
Luganda (good)
Kiswahili (fair)
References
- George, Mulongo, Immediate Former Supervisor, george.mulongo@boauganda.com, +256 77 2 482 619, Bank of Africa (U) Ltd, Coordinator – Permanent Control, Kampala, Uganda, P. O. Box 2750
- Clare, Kyasiimire, ckyasiimire@aain.africa, +256 77 2 829 443, African Agribusiness Incubators Network, Project Coordinator/ , Kampala, Uganda.
Interests
Reading, Travel, Nature Walks, Watching Documentaries and Movies, Photography
Timeline
MEAL Officer
YouthLine Forum
2021.07 - 2021.09
Post Graduate Diploma - Public Administration and Management
Uganda Management Institute
2019.10 - 2021.11
Customer Service Manager
Bank of Africa Uganda Ltd
2010.10 - 2017.07
Officer / Supervisor
Bank of Africa Uganda Ltd
2006.06 - 2010.09
Banking Officer
Stanhope Finance Company Limited
2001.05 - 2006.06
Bachelor of Social Work and Social Administration - Social Work, Social Policy, Management of Organisations, Psychology, Economics, Social Research.
Makerere University
1997.09 - 2001.04