Florence Nantongo

Experience

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  Water is Life 2000

  Dec 2002 - Dec 2003

  Human Resources Administrative Assistant

   Supporting human resources department to do recruitment, training and onboarding of new staff. Preparing paperwork for human resources policies and procedures Preparing payroll by calculating pay, distributing checks, and maintaining payroll records. Attending disciplinary & performance hearings, documenting meeting minutes and action points for follow through Assisting HR manager to obtain temporal staff for contractual roles Maintaining human resources records for employees by recording the hiring, transfer, termination, change in job classifications, and merit increase dates as well as tracking vacation, sick, and personal time. Administering employee benefit programs including salary advances, medical insurance, SACCO savings, advising employees of eligibility, providing application information, helping with form completion, verifying submission, and notifying employees of approvals. Documenting and tracking human resources actions by completing forms, reports, logs, and records. Seting up and scheduling complicated meetings for interviewees, hiring managers, employees, and disciplinary hearings Accomplishing human resources department and organization mission by completing related results as needed Preparing passes, identification cards and badges for employees according to their ranks Show less

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  CIDO Limited, Importers & Distributors

  Jan 2006 - Dec 2007

  IT Assistant

  Played a pivotal role in empowering employees with Microsoft skills through the training program of ICDL /EDCL. Part of the team that worked around the clock to secure the company system from the 2007 virus attack. All company data was recovered with no record of PC crushing, virus shut down.

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  Orange Uganda

  Feb 2009 - Feb 2010

  Customer Service Executive - Front Line
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  Orange

  Mar 2010 - Jul 2012

  B2C Frontline Supervisor
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  Orange Uganda Limited

  Aug 2012 - Feb 2014

  B2B Corporate Supervisor

  • As a result of strategic and visionary leadership, Orange was rated number one by UCC quality of service report for three consecutive years – 2012, 2013 and 2014.Rebuilt a corporate database for all customers, defined profiles using available KYC which improved the customer journey process.Improved customer experience ratings from 85% to 88% through continued staff training, customer surveys and streamlining the quality management process.Driven performance through a team of 20 staff, the team merged the best 5months in a row of H1 2013. Awarded with certificates as Supervisor for those months.In 2011, I Innovated a DAC [Data Accuracy] project using advanced excel formulas to assess data capture. This improved the accuracy percentage rates from 65% to 98%. Built an in-house web application system called OCAS [Online Competence Assessment System]. Through this, product knowledge was checked, scores improved from 75% to 82% Successfully innovated a reporting dashboard to capture supervisor performance based on coaching and this improved efficiency. Show less

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  Africell Uganda

  Mar 2014 - Jan 2018

  Responsible for managing a large Contact Centre team to ensure professional, effective and courteous support to customers. Was responsible for day today management of the people, processes and technological aspects of the contact center to ensure we meet the business objectives in an efficient and effective manner. • Due to the outstanding accomplishment of a well-designed and managed contact centre, Orange Uganda contact centre was recognized among AMEA (Africa, Middle East & Asia) – Orange affiliates to be the global benchmark and training hub on best practices on KPI’S and performance dashboards in customer service. Successfully supported a transition process that involved shifting management of human resources from internal leadership to an outsourcing firm between, Jan – April 2014Facilitated different motivational activities for staff which helped reduce the negative turnover rates from 16% to 6%.Successfully led, mentored and coached a team of 9 middle line managers and 4 Acting team leaders. 8 of them managed to get internal promotions to higher positions.Drove performance through the team; which increased our service levels from 49% to 68%Exhibited high levels of leadership and management. Was recognized and awarded as Spirit of Service Manager 2017, earned several recognitions for best supervisor in performance, and people development.Strengthening business structures through continued training and process improvement. Was able to increase the rate of internal movements & job transitions from 42% to 102% Addressed and resolved issues rising from outsourced firms caused by poor planning. Better operations and service delivery was yielded especially in terms of payroll clearance.Revised all budgets for procurement to ensure minimal expenditure and utilization of available resources. Show less

  • Manager, Customer Service

    Mar 2016 - Jan 2018

  • Acting Call Centre Manager

    Mar 2014 - Feb 2016
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  Swipe-IT Limited

  Feb 2018 - Jul 2018

  Customer Experience & Operations Management

  A senior Manager responsible of all-round support for the start up Fin-tech brand product A-pay. Responsibile for setting up a call centre from on-set to full operation, running and overseing operations of all functions within the companyThe general purpose of the role at Pre-launch phase was to setup the customer care function starting from the design of the processes, choice of technology and implementation hiring of critical staff as well as project management.

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  Greenlight Planet

  Sept 2019 - Nov 2022

  Customer Service Manager, Uganda
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  Sun King Uganda Ltd

  Nov 2022 - now

  Human Resources Business Partner

  - Ensure diversity in the workforce by hiring, engaging with, and retaining top talent.- Onboard new employees following HR recruitment guidelines- Provide consultation to the line manager on coaching and career development.- Analyze trends and relevant HR metrics to develop solutions, HR programs, and policies.- Identify trends and needs for training programs- Identify new roles, schedule interviews, and follow up to ensure successful outcomes.- Ensure healthy employee relations.- Develop a solid HR strategic plan for talent acquisition.- Maintain a thorough understanding and knowledge of legal requirements to ensure regulatory compliance and reduce legal risks.- Resolve employee issues and grievances and conduct unbiased investigations.- Suggest new HR strategies, policies, and agenda for continuous improvement.- Monitor and report on workforce and succession planning.- Structure compensation, payroll, benefits, and other packages.- Act as a change agent and single point of contact for employees and managers in the business unit.- Build a strong business relationship with the line management.- Build credibility with clients by providing insight and guidance on HR or broader business issues.- Take lead for the deployment of HR initiatives internally and globally. Show less