Fromsa Duguma

Results-driven business acumen with over a decade of expertise in marketing strategy development, digital financial services, and customer experience management. Demonstrated success in forging strategic partnerships with financial institutions, fintechs, and ride hailing companies, as well as governmental and non-governmental organizations. I possess expertise in formulating and implementing scalable go-to-market strategies that drive customer growth and foster financial inclusion through digital payment ecosystems.

Adept at stakeholder management, high-level negotiations, and executing complex business deals, with a proven ability to translate innovative business models into measurable growth. Passionate about technology-driven transformation and committed to strengthening digital ecosystems across Ethiopia and East Africa. Recognized for leveraging data analytics, problem-solving, and leadership to consistently deliver impactful results and sustainable growth.

District Manager, Sales and Customer Service; Delegated District Director at Oromia Bank (2024-06 – Present)

A financial institution dedicated to empowering underserved businesses and individuals, commonly referred to as the "missing middle," by offering financial solutions since its inception.

• Led more than 65 branches sales plan, budget, goals, and Key Performance Indicators (KPIs) to track progress and outcomes.
• Develop and execute a comprehensive sales and marketing strategy.
• Supervise and track the entire Sales Pipeline Management process.
• Collaborate closely with the product development team to suggest tailored products/services for the specific target audience.
• Guide the Digital banking team to position digital banking services as a solution for the target market.
• Establish clear, transparent, and fair policies and procedures for all banking products and services.
• Identify prospects and convert them into loyal customers strategically.
• Establish and enforce service standards to guarantee exceptional customer satisfaction.

Head Sales Support at Dashen Bank (2024-04 – 2024-06)

One of the pioneers in Digital banking service in Ethiopia known for its corporate social responsibility and get international recognition for its contribution to the Digital Economy.

• Design a Comprehensive Marketing Strategy.
• Devise Resource Mobilization Strategy.
• Design a Go-to-Market Strategy for new products/services.
• Design a creative community engagement sales activation campaign.
• Identify Potential Niche Market and Develop a Value Proposition.
• Design Digital Banking Marketing and Sales Activation Plan.
• Design Inter-Departmental Service Level Agreement to ensure cross-functional collaboration.
• Develop and implement sales strategies to meet organizational goal.
• Monitor and analyze sales data to identify opportunities for improvement.
• Set individual sales target with team members and monitor progress.
• Develop and deliver sales training and coaching sessions.
• Motivate and support team members to ensure they reach targets.
• Coordinate team meetings, sales events, and activities.
• Manage all customer complaints and resolve any customer disputes.
• Devise and review the Complaint Management Policy and Procedure.
• Devise Complaint Management Guideline.
• Proactively identify possible sources of complaints and devise mitigation mechanisms.
• Ensure consistency in resolving customer complaints.
• Devise Business requirements for Complaint Management Automation.
• Collaborate with a cross-functional work unit to achieve customer satisfaction.

Team Leader, Sales Support at Dashen Bank (2023-11 – 2024-04)

• Develop and implement sales strategies to meet organizational goal.
• Monitor and analyze sales data to identify opportunities for improvement.
• Set individual sales target with team members and monitor progress.
• Develop and deliver sales training and coaching sessions.
• Motivate and support team members to ensure they reach targets.
• Coordinate team meetings, sales events, and activities.
• Manage all customer complaints and resolve any customer disputes.

Team Leader, Complaint Management at Dashen Bank (2022-11 – 2023-11)

• Devise and review the Complaint Management Policy and Procedure.
• Devise Complaint Management Guideline.
• Proactively identify possible sources of complaints and devise mitigation mechanisms.
• Ensure consistency in resolving customer complaints.
• Devise Business requirements for Complaint Management Automation.
• Collaborate with a cross-functional work unit to achieve customer satisfaction.

Senior Customer Experience and Service Quality Assurance Officer at Dashen Bank (2022-09 – 2022-11)

• Developing and implementing strategies to improve customer interactions across multiple touch points and channels.
• Monitoring and measuring Key Performance Indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to executive management and stakeholders.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Training and educating staff on customer centric approaches and best practices to foster a customer focused culture throughout the organization.
• Collaborating with cross functional teams, such as marketing, digital banking, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, Net Promoter Score, Churn rate, and Customer efforts providing regular reports and insights to senior management and stakeholders.
• Devise Customer Journey Mapping to create seamless customer experience by identifying major pain points.
• Train and educate staff on customer-centric approaches and best practices to foster a customer- focused culture throughout the organization.
• Serve as a frontline ambassador of the bank.
• Cross sell and upsell the bank's products/services.
• Consistently provide high-quality services that meet/exceed customers' expectations.
• Support back-end branch operations.
• Identify existing and prospective customers' needs for financial services, including both products and services.
• Mobilize resources to meet/exceed the target Collaborate with co-workers to realize the intended goal of the bank.

Customer Experience and Service Quality Assurance Officer at Dashen Bank (2021-10 – 2022-09)

• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, Net Promoter Score, Churn rate, and Customer efforts providing regular reports and insights to senior management and stakeholders.
• Devise Customer Journey Mapping to create seamless customer experience by identifying major pain points.
• Train and educate staff on customer-centric approaches and best practices to foster a customer- focused culture throughout the organization.

Customer Service Officer/Maker-Checker/Agent I/II at Dashen Bank (2014-12 – 2021-10)

• Serve as a frontline ambassador of the bank.
• Cross sell and upsell the bank's products/services.
• Consistently provide high-quality services that meet/exceed customers' expectations.
• Support back-end branch operations.
• Identify existing and prospective customers' needs for financial services, including both products and services.
• Mobilize resources to meet/exceed the target Collaborate with co-workers to realize the intended goal of the bank.

MBA in Business Administration

BA in Business Administration

BSc in Geographical Information Systems

PC Diploma in Basic Computer Skills