Brenda Ninsima Mugerwa

Professional Corporate Trainer

Brenda Ninsima Mugerwa is an accomplished, dynamic training professional offering 14 years of progressive experience in training, facilitation, and curriculum design. Passionately committed to supporting clients meet their businessgoals and realize their full potential by challenging existingprocesses and beliefs creatively to improve employee engagement, motivation and retention.

Currently in charge of customer experience training at one of theleading Telecommunications Companies , She has vast experience in multiple sectors such as hospitality , health, government, legal and banking. With a solid background in customer service, she brings a wealth of experience in global business practices that can be tailored to fit in any setting with the aim of improving performance, efficiency, reduce costs, and improve overall customer satisfaction.

Achievements

Instrumental in the set up of the Warid Contact Centres. This involved design of processes and procedures,
recruitment, onboarding, training, quality assurance.
Customer experience training to improve patient experience at International Hospital Kampala and UMC
Victoria Hospital.
Spearheaded the set up of the Customer Service Training Department at Warid Telecom & Airtel Uganda. Key deliverables included designing training policies and manuals, training curriculums.
Successfully coordinated & rolled out an impactful change management programme for Warid Telecom &
Sambiya River Lodge.
Delivered impactful trainings that have been utilized by companies to develop and entrench corporate culture,
improve employee engagement and reduce turnover helping develop high potential employees.
Improved Customer experience through identifying knowledge gaps , reviewing and training hospital staff o the processes related to handling & qualifying emergency cases .
Designed and delivered induction programmes for over 600 company employees from different companies
Conducted successful Training of trainers for 50 certified trainers.
Worked with over 18 leading companies in Uganda to build stronger collaborative teams.
Driven successful staff motivation programmes that have achieved up to 12% improvement in engagement scores in Airtel Uganda.
Successfully rolled out Upselling and Cross-selling Training for the Airtel Service Centre Staff , an initiative that grew total revenue through Airtel Money Pay by 540,768,000 a percentage increase of 487% within one month of training , tracking and daily performance updates.