Rinaldi J.

Experience

• 

  Uganda Telecom Ltd

  Jan 2008 - Oct 2011

  Customer Care Executive - GSM/Data/ISP/Landline

  I joined UTL as a Call Centre Agent in Jan 2008 working under contract with NFT consult. I was in 8 month promoted to Internet Service Provision (BackOffice/ISP Dispatch) until as a result of my exceptional performance, was absorbed by UTL as a permanent staff and assigned new roles as described below.Manage Corporate & SME clientele base within portfolio and act as a point of contact including but not limited to New Services, Faults resolution & Troubleshooting and VAS. Analyze and confirm/recommend the compensation requests by ISP & Data customers.Prepare ISP weekly and monthly reports to all stake holders using necessary tools and graphical illustrations.Ensure correct and accurate data entry into the billing system with the right procedure for existing and new services to ensure correct billing.Technical/Dial-up support for ADSL, ISDN, 3G, E-mail, Black Berry, dial-up and GPRS.Train new and existing Call Centre staff on ISP concepts, products, services, systems, procedures and troubleshooting, as well as assessment of learning thereafter. Monitoring and reporting on individual and ISP team performance while creating and maintaining an environment that encourages team development, embracing the principles of team work and self-improvement.AccomplishmentsCollaborated with the VAS Coordinator on the creation & functionality of Corporate Sender ID product activation, usage, billing, pricing and activation.Discovered manufacturer error of UTL's promotional Tecno Twin-sim phone until anomaly was corrected saving UTL & Tecno over UGX 450m.Revision of Flow Chart & Documentation of Customer Care processes & procedures for Fault Reporting & Resolution, New Installations, Technical Support, BCUG, Terminations, to mention but a few.Creation, revitalization & documentation of the Equipment flow process for service delivery – new installations & equipment replacements, Advice & Request Notes (AN) for new service delivery & service conversion. Show less

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  RwandAir Ltd

  Sept 2011 - Oct 2014

  After full-filing the acting role including the start-up and launch of RwandAir’s then newest route – Juba, South Sudan, I was promoted from Sales Executive to Sales Supervisor with key focus on leading the Sales teams to generate Corporate/SME, Direct & Travel Trade revenue while driving employee performance with emphasis on empowerment, and personal development;Key Roles:Supervise and lead the Sales team (Field Sales Executives and Ticketing & Reservations Staff)Drive Corporate, SME and Travel Trade Accounts, managing RwandAir’s client relationships at all levels while achieving sales targets in line with budget for profitability of the airline.Generate passenger volume and quality revenue.Prepare, close sales contracts/incentives and deals to key accounts to generate maximum revenue.Appraise staff & identify needs based on individual as well as team performance and conduct relevant staff training to improve skills relevant for the job.Prepare weekly, monthly, quarterly, and annual station reports with relevant graphical analysis and recommend course of action while spearheading execution.Gather market intelligence to aid station performance analysis and identify threats and opportunities so as to maintain a competitive edge in pricing, product and customer satisfaction.Supervise all reservation and ticketing activity to optimize interaction into potential sales outcome within policy.Achievements realized as Sales Supervisor, Uganda:Liaised with Ministry of Works & Transport in Uganda on the acquisition of 5th Freedom rights on Entebbe-Nairobi routes considering RwandAir's hub is in Kigali. This was granted on 18th September 2014. RwandAir now flies 14 direct flights a week to Nairobi and a total of 28 flights a week via Kigali to Nairobi. Formulation of the Ticket refund reporting process & format in 2014 for all RwandAir stations including Head Office ticketing office. This report format is still in use to date. Show less Subsequent to my fruitful six-month supervision of Uganda station, in the unofficial capacity of Ag. Country Manager, I was transferred to Juba, South Sudan as Ag. Country Manager, South Sudan.This role's captain deliverables were: 1. To set-up and launch South Sudan as a Brand new Route/Station and 2. To undertake overall commercial responsibility for the management, budget, control, and administration of RwandAir staff, assets, fiscal & marketing policies in Uganda & South Sudan while building and maintaining country-wide relationships with Government departments, Regulatory Authorities, Commercial Organizations, Corporates & third party suppliers. Prior to this role, I joined RwandAir as a ticketing and reservations staff (Sep - Nov 2011), thereafter promoted to Sales Executive (Dec 2011-Dec 2012) whose core purpose was Relationship and Account Management and maintenance of both Corporates and Travel Trade Accounts.Key Roles as Country Manager:-Monitor and recommend pricing levels in the country to maximize yield and revenue.-Formulate strategic commercial objectives of RwandAir Products and Services within the designated region.-Staffing & performance management for Uganda & South Sudan Stations.AccomplishmentsLiaison with the Ministry of Transport in Uganda on acquisition of 5th Freedom rights on Entebbe-Juba route granted on 21 July, 2014. RwandAir now flies 6 times a week directly to Juba from Entebbe.The start-up of RwandAir station and operations in South Sudan with record passenger volume growth with an initial Load Factor of 19% to 70% including an on-time performance record of 82% within 4 months of operation from 21 September 2013. This was the best any new station had performed.Initiation and Signing of Regional Contracts with East African Development Bank, FBW Group and Real Marketing GroupFormulation of internal systems that were not initially in place to improve efficiency, time management and cost-effectiveness. Show less

  • Sales Supervisor

    Feb 2014 - Oct 2014

  • Ag. Country Manager, Uganda & South Sudan

    Sept 2011 - Jan 2014
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  Etihad Airways

  Jan 2015 - Dec 2017

  Business Analyst

  In this role, I was responsible for leading and providing comprehensive business analysis, market intelligence, pricing, sales, and business support to the General Manager, Commercial, Marketing and Sales teams while ensuring timely and appropriate communication with all stakeholders warranting speed to market in all deliverable actions that facilitate revenue generation in a cost efficient manner.Provide analytical support to the General Manager, including liaison with Head office, Pricing, Revenue Management, Marketing, PR and local communications agenciesTo manage the revenue, guest & pricing strategy for the station’s online and offline markets to ensure competitiveness.Coordinate the developing and execution of the BTL and PR plan for the local market as well as production and distribution of sales communications & service briefings.Develop annual marketing plans in conjunction with the leisure and corporate sales departments to achieve required ROI and ensure brand consistency while supporting marketing initiatives.Share daily, weekly, monthly, quarterly performance report analysis.and recommend actions to be taken to close any gaps that may exist.Coordinate the induction of new staff through process & procedure, including IT support and administrative functions.Handle assigned internal sales accounts. Show less

• 

  Brainchild BCW

  Jan 2018 - Dec 2022

  The key result areas for this roles are hinged primarily on the duties & responsibilities;Plan and direct public relations programs designed to create and maintain a favorable public image for the agency and its clients. Develop and execute high-quality and impactful strategies for clients. Business development - grow existing portfolios and secure new revenue opportunities.Develop and manage relationships with the agency and the agency’s clients with the media including but not limited to local, regional and international as well as other non-conventional media such as online and social media. Draft, and edit powerful editorial content for and on behalf of the agency or the agency’s clients such as newsworthy press releases, speeches, talking points, industry outlooks and special comments consistent with the agency’s high standards and communication guidelines.Put together and manage media events that will yield value for the agency and or the agency’s clients and stakeholders like press conferences, press breakfasts, and press camps.Develop and maintain effective business relationships with contacts in print, web-based, and broadcast media and other 3rd party influencers.Protect and build image reputation for clients. Develop and manage budgets.Crisis communications and management. Show less

  • Business Unit Head - Digital

    Dec 2021 - Dec 2022

  • Manager Public Relations & Digital Communications

    Jan 2018 - Dec 2021
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  MultiChoice Uganda

  Nov 2022 - now

  PR & Communications Manager

  As a PR & Comms Manager, I oversee the business’ Corporate Affairs, Stakeholder Relations/Engagement/Management/Satisfaction, Internal & Corporate Communications functions as well as supervising issues and crisis communications and reputation management across traditional and digital channels as well as planning and directing Public Relations programs designed to create and maintain a favorable public image for MultiChoice Uganda.

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  Multichoice Kenya

  Jun 2023 - Sept 2023

  Ag. Head of Corporate Affairs

  Lead the Corporate Affairs team and ensure departmental + organizational goals and direction for the period of the acting appointment are met and/or surpassed.