Emmanuella Mekoma

Responsible for maintaining security, safety, and order of staff and inmates while promoting rehabilitation and positive behaviour. Encouraged prisoner participation in educational and skills programs to support reintegration into society.

Key duties included:

• Monitoring and reporting inmate behaviour, completing accurate documentation, ACCT assessments, and mental health referrals.
• Serving as liaison between inmates, administration, and external agencies such as law enforcement and social services.
• Responding swiftly to emergencies including riots, fires, or escapes, following established safety procedures.
• Helped to implement programmes designed to promote inmate rehabilitation.
• Performed spot checks to assess compliance to regulations and provide deterrence.
• Built respectful but assertive relationships with prisoners, utilising innate negotiation abilities to maintain peace and promote positive environments.
• Upholding human rights, dignity, and ethical standards, ensuring fairness and respect for all individuals in custody.

• Serve as primary point of contact for customers, assisting with their banking needs and inquiries.
• Promote HSBC's banking products, such as savings accounts, credit cards, loans, and investment options, to match customer needs.
• Build long-term relationships by understanding customers' financial goals and offering personalized advice on banking products and services.
• Offer information on products that can support short- and long-term financial goals, ensuring compliance with regulatory and risk guidelines.
• Help resolve service issues promptly, ensuring a high level of customer satisfaction and loyalty.
• Work with colleagues in other departments, like wealth management or mortgages, to provide seamless service to customers.

• Provide customer support and assistance, handling inquiries and product information.
• Operate cash registers, process transactions, and manage cash handling.
• Maintain store organization by restocking shelves and ensuring cleanliness.
• Handle returns, exchanges, and refunds according to company policies
• Inform customers about promotions and special offers.
• Collaborate with team members for smooth store operations.
• Ensure store safety and security protocols are followed.
• Resolve customer complaints and escalate issues when necessary.
• Participate in inventory management and stock rotation.
• Assist in store opening and closing routines.

• Responding to customers enquiry regarding information about insurance policies, coverage, and related services.
• Assisting customers with policy-related tasks, including updates, changes, and renewals.
• Taking inbound and Outbound calls from to customers
• Meeting and exceeding exceed established SLAs for response times and issue resolution.
• Adhering to quality assurance standards in customer service interactions.

• Review of customers request on the CRM Platform on issues relating to insurance unblocking, insurance reversal, claim request and system debit error.
• Insurance and processing management; daily spool of the loans booked, debit of appropriate premium.
• Engaged in Telephone customer support roles.
• Processing insurance claim settlement, on Death, Job loss and Permanent Disability, and liquidation of loan with the received claim sum.
• Generating CRM reference code for all digital loans to aid GSI recovery
• Insurance Advisory and Negotiations services; designing process model to ease work technicalities
• Monthly declaration of premium paid customers to the insurance brokers to incept policy cover.

• Completed extensive risk assessments when conducting investigations.
• Interviewed suspects and witnesses to gather evidence.
• Attended court hearings to testify, provide evidence and support witnesses or victims.
• Stayed up-to-date on the latest laws, procedures and investigation best practices through training.
• Conducting security Investigation; feasibility studies for businesses, issues relating to theft and organizational misconduct.
• Writing of preliminary investigation reports