Meet Veronica Nyamwenge, MOGO Uganda's very first Call Center Agent

Veronica Nyamwenge 's journey at MOGO Uganda is a remarkable story of resilience, growth, and dedication. As the first Call Centre Agent at MOGO, joining back in 2019, she has witnessed the evolution of the company over the past five years, playing a pivotal role in its success.

When she first joined MOGO, Veronica recalls, “At that point in time, we were using handsets, and you can imagine the challenges we faced.” Working as an inbound call agent, she juggled various responsibilities, including inbound calls, tele-sales, and debt collection. “We were just two agents at that time,” she reflects, emphasizing the small beginnings of the company.

Despite the initial struggles, including fears of potential shutdowns, MOGO managed to thrive. “We thought maybe this was the end, but for MOGO to thrive through that is a plus one,” she states with pride. When faced with the option to terminate her contract or choose a suspended one during tough COVID-19 times, Veronica chose to stay. “I only sat home for about two months before I was called back,” she shares.

Veronica's breakthrough came when she moved to the Debt Collection (DC) operations. “It was an eye-opener,” she recalls. The shift transformed her perspective on the collection process, allowing her to build systems and gain insights into financing. “Anyone who has been in this operation knows it’s not just about making calls; it’s about understanding the entire process,” she adds.

Transitioning to the department, Veronica found her niche. “I mastered collecting with empathy,” she explains, highlighting the psychological aspects of her role. She learned to connect with clients from all walks of life, saying, “We learned how to deal with the lowest of people, with the highest of people.” This experience not only honed her skills but also deepened her understanding of human interactions.

Reflecting on her five years at MOGO, Veronica acknowledges the personal growth she has experienced. “Eight hours a day at MOGO means you’ve got a family,” she says, recognizing the bonds formed with colleagues. “You learn career-wise, interpersonal skills, and how to lead and be led,” she continues, emphasizing the importance of continuous learning.

Veronica also shares valuable lessons learned along the way. “It has given me a thick skin,” she admits, referring to the challenges faced in her role. “You deal with the good and the bad, and that shapes you.” Additionally, she emphasizes the significance of humility in leadership. “Leadership does not come with you being humble; it comes from being humble,” she explains, advocating for understanding and mentoring others.

For those starting their careers in call centers, Veronica advises, “Your road to career growth is simply you pushing yourself to be the best you can be.” She believes that personal accountability is crucial for success. “No one else will do that for you unless you do it,” she asserts.

Looking ahead, Veronica envisions a future filled with growth and opportunity.

“In the next five to ten years, I see myself in a position that allows me to leverage this knowledge,” she says confidently. Her journey at MOGO Uganda is a testament to her dedication and the impact one individual can have on an organization.