Brian Nabimanya

BRIAN NABIMANYA | - | Email:- LinkedIn Profile – BRIAN NABIMANYA Availability: Immediate - Location: Anywhere PROFILE SUMMARY I'm a passionate Operations and Customer Experience professional with over seven years of experience in boosting business processes and enhancing customer satisfaction. My journey has taken me through various roles where I've focused on streamlining service delivery and building strong customer engagement strategies that keep clients happy and loyal. I've had the opportunity to manage operations across multiple locations and handle everything from financial reconciliations to stakeholder communication, all while ensuring compliance in sectors like healthcare, financial services, and non-profits. I'm proud of my history of improving efficiency, coordinating projects, and leading teams. Now, I'm on the lookout for a remote position in Operations Management, Customer Experience, or Service Delivery where I can apply my skills and knowledge to help organizations run more efficiently and grow sustainably while keeping customers at the heart of everything we do. KEY COMPETENCIES • • • • • • • • • • • Operations Management & Process Optimization Customer Experience & Engagement Strategies Service Delivery & Quality Assurance Multi-Location & Regional Management Financial & Resource Management Stakeholder & Team Leadership Problem-Solving & Critical Thinking Communication & Interpersonal Skills Team Collaboration & Conflict Resolution Adaptability & Change Management Decision-Making & Strategic Planning • • • Operations & Process Automation (ERP Systems, SAP, Oracle) Customer Relationship Management (CRM) Tools (Salesforce, HubSpot, Zendesk) Service Delivery & Workflow Optimization (ServiceNow, Jira, Trello, Monday.com) • Project Management & Collaboration (Asana, ClickUp, Microsoft Project) • Cloud-Based Communication & Productivity Tools (Microsoft 365, Google Workspace, Slack) • Reporting & Performance Monitoring (KPI Dashboards, Google Analytics) AI & Chatbot Integration for Customer Experience (ChatGPT, Drift, Intercom) • MAJOR ACCOMPLISHMENTS • At Eastern Diagnostic Laboratories, I focused on enhancing our office operations, which resulted in a 15% boost in efficiency thanks to optimized workflows. Ensuring financial accountability was also a priority; I managed petty cash and reconciliations diligently, achieving 100% compliance with our financial policies and minimizing any discrepancies. • I took pride in leading and mentoring a talented team of over 25 employees. Together, we improved productivity and collaboration, making our operations more effective. In customer service and logistics, I introduced process improvements that cut service delays by 30%, making our clients happier. • I also worked on expanding financial inclusion by establishing small money-lending groups in various zones, which have positively impacted over 500 farmers, giving them better access to credit. • Additionally, my role at Compassion International involved managing community engagement projects that positively influenced the lives of over 6,000 individuals through thoughtful program execution. CAREER HIGHLIGHTS Operations and Customer Experience Team Lead Eastern Diagnostic/Star Modern Laboratories Ltd | February 2023 – Present Oversee daily business operations, customer service processes, and administrative functions to ensure seamless workflow, enhanced customer satisfaction, and optimized service delivery. Lead a team in executing efficient front-office operations, procurement, financial management, and compliance adherence. • Operations & Process Optimization – Streamlined office workflows, leading to a 15% improvement in efficiency through process automation and team coordination. • Financial Management & Compliance – Managed petty cash, reconciled financial records, and ensured 100% adherence to financial policies. • Customer Service Enhancement – Improved service response times by 30%, leading to higher client satisfaction and retention. • Team Leadership & Performance – Supervised and trained 25+ employees, enhancing productivity and staff engagement. Customer Relations and Marketing Team Lead Emata Uganda Ltd. | January 2022 – December 2022 Led customer service and marketing initiatives to enhance brand awareness, optimize client engagement, and improve business performance. Managed customer inquiries, logistics, and financial service distribution while ensuring high levels of satisfaction. • Client Engagement & Satisfaction – Developed customer experience strategies that led to a 20% increase in client retention. • Operational Efficiency – Implemented automated tracking systems to reduce inquiry resolution time by 35%. • Marketing & Outreach – Executed targeted marketing campaigns, expanding the client base by 15%. • Data & Records Management – Maintained accurate customer records and streamlined documentation for compliance and reporting. Project Manager Compassion International | February 2017 – December 2021 Oversaw community projects, financial management, and operational logistics to support the organization’s mission in improving children’s and families’ welfare. Managed stakeholder engagement, compliance, and budget allocations for impactful program execution. • Community Impact & Outreach – Led initiatives benefiting 6,000+ families, improving access to essential services. • Budget & Financial Oversight – Managed financial resources efficiently, ensuring funds were utilized optimally for project execution. • Compliance & Risk Management – Implemented protocols that ensured 100% adherence to donor and regulatory requirements. • Stakeholder Collaboration – Partnered with government and NGOs to enhance program reach and efficiency. ACADEMIC QUALIFICATIONS • Bachelors of Business Administration | Mbarara University of Science and Technology | August-2013 – May 2016. PROFESSIONAL TRAINING & CERTIFICATIONS • Customer Relationship Management system-Allison REFEREES Available upon request