Janice Wanyela
Nairobi
Summary
Results-driven professional in Fintech, Finance, and Telecommunications, specializing in credit management and customer experience. Achieved significant improvements in recovery rates and consistently met KPIs through strategic partnerships and effective leadership. Expertise in team training and complex issue resolution, with a strong focus on fostering compliance and operational excellence. Committed to delivering innovative solutions that enhance client relationships and drive business growth.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
1
1
Language
Work History
Quality Assurance Analyst
Inventure Mobile (Tala)
Nairobi, Nairobi Province
09.2020 - Current
- Responsible for managing all External partners, Customer support tickets & inbound calls, including in-house recoveries QA ensuring the set KPIs are met and the partners and in-house teams meet our compliance standards.
- Trade strategy within the External partners and the Internal Recoveries team that would improve their recovery Rate.
- Manage daily/weekly/monthly Partner quality reports Customer support CSAT, FCR, Response and resolution times as well as conduct training sessions every week
- Liaise with partner QA representatives to ensure training is delivered to the team
- Identify and solve training needs both in-house and with partners and confirm if the agents have been trained according to expectations
- Monitor partner QA trackers In-house Tools and Software (Kept rate/QA recoveries, Tickets, and inbound calls Data Studio auditing random calls from each EDC previous week tracker and calibrate, confirming if the calls and Tickets match what has been captured.
- Create and implement policies and procedures around Customer support and collections quality and compliance, in conjunction with other CX leadership
- Own KPIs and work with Partner and In-house QA Leads towards achieving them each day/month/year
- Coaching, mentoring, and coming up with training content for the partners and in-house team on Product changes quality standards & updates plus Negotiation Tips
- Coach and mentor New partners and in-house team leads and QA Team leads and create a fun working environment
- Investigate and resolve tier_3 customer complaints, ensuring they are within the tolerance limit
- Analyze monthly customer complaints logs and help in coming up with resolutions and recommendations
- Support the Compliance Analyst in identifying risk areas as a result of customer complaints
- Reporting of KPIs and key themes on a weekly and monthly basis
- Execute functional analytical capabilities to understand Negotiation and ticket response gaps and identify opportunities for improvement on our Partners and in-house teams.
- Work with the Partners and in-house team leads and product team to come up with creative collection SMS content as well as crisis management SMS to customers in case of service interruption.
- Follow up to ensure the In-house and partner leads update their trackers every week
- Conduct call calibration sessions at least once a week with each partner and in-house teams.
- Work with the Vendor manager recoveries manager and Customer service manager to train individual teams on significant developments and new initiatives, and provide personalized feedback and assistance where needed at least 3 times a week
- Mentored and coached team members on QA topics and strategies.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
Recoveries Team Lead
Inventure Mobile (Tala)
Nairobi, Nairobi Province
03.2018 - 07.2020
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Responsible for leading and effectively organizing the collections team to ensure that the set KPIs and OKRs are achieved and surpassed
- Monitor early and Late Stage Cure and Liquidation, to ensure team performance meets the expected business targets
- Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning
- Monitor Customer support and collection trends and share recommendations with the CX Leadership
- Create and implement policies and procedures around Customer support and collections in conjunction with other CX leadership
- Own KPIs and work with team towards achieving them each day/month/year
- Coaching, mentoring, and motivating collections team members
- Coach and mentor New team leads and create a fun working environment
- Keep track of RPC, Contact Rate, PTP Conversion Rate, PTP reminders, and daily expected collections to ensure achievement of daily targets
- Managing Non-Payment Reasons Reporting
- Make sure these issues are understood and elevated to the collections manager
- Reporting of KPIs and key themes weekly
- Manage Daily, weekly, and Monthly incentives, rewards, and overtime tracking
- Execute Functional analytical capabilities to understand gaps and identify opportunities for improvement
- Developed strategies to improve the overall effectiveness of the collection process.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Conducted regular reviews with team members to ensure quality assurance standards were met.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Account Manager Supervisor
TransUnion CRB
Nairobi, Nairobi Province
11.2015 - 02.2018
- Developed strong relationships with clients, leading to increased repeat business and referrals.
- Influenced product development decisions by sharing valuable customer feedback with relevant departments.
- Conducted regular account reviews to identify upselling opportunities and areas for improvement.
- Consistently met or exceeded sales targets through diligent monitoring of KPIs and proactive client engagement.
- Responsible for leading and effectively organizing the collection teams to ensure that the set targets are achieved and surpassed
- Computing the team targets for each month based on value of debt portfolio
- Leading the team towards achieving the set target
- Holding regular team meetings
- Liaising with Team Legal Administrators and Operations Manager (Collections), to strategize on Month to date collections
- Managing and providing leadership on individual productivity
- Holding meetings with debtors
- Preparing daily collection report
- Providing guidance to team members handling difficult customers
- Liaising with the Operations Manager
- Giving advice on escalation points for various debt files
- Liaising with clients on a daily basis to ensure we get feedback on various issues
- Giving feedback reports on queries raised by debtors regarding the CAL invoice and what requires proof of documentation
- Supervising staff for better performance
- Developed comprehensive plans for the long-term growth of each account based on market trends.
- Improved profit margins by effectively managing expenses, budget, and overhead, increasing closings, and optimizing product turns.
- Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.
- Managed daily operations of accounts, including developing new business opportunities.
Recoveries Advocate
Africa Finance Business (AFB)
Nairobi
10.2014 - 11.2015
- Ensure all customer information is correct, including phone numbers and addresses
- Listen to the customer's story and determine if debt can be collected
- Set up repayment plans and new terms of sale
- Offer advice or refer customers to debt External Debt Collectors
- Record new commitment to repay debt
- Deliver a consistent and professional level of service at all times
- Achieve set revenue targets and call quality objectives
- Advice and influence clients' customers on the payment options for debt recovery
- Handle each call promptly and correctly, updating records accordingly
- Input customer-related data accurately and efficiently
- Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all parties are notified
- Explain the terms of sale, credit, or contract condition as appropriate
Customer Service Representative
Horizon Contact Centers (yu-mobile )
Nairobi, Nairobi Province
12.2012 - 11.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Effectively communicate with customers to gain commitment to purchase products and services.
- Give feedback/comments relating to product content and pricing, as well as company performance.
- Compile reports on overall customer satisfaction.
- Maintain customer details by updating account information.
- Resolve product or service problems by clarifying the customer's complaint, and providing the best solution.
- Social media support - updating new products, and solving customer issues via Facebook and Twitter.
- Maintained excellent customer satisfaction by offering friendly, helpful, and informative customer service.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Followed up on customer interactions to provide further support.
- Managed time effectively to handle multiple customer queries simultaneously without compromising service quality.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Remained calm under
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Managed approximately 250 incoming calls, emails, and faxes per day from customers.
Education
Bachelor of Science - Financial Engineering & Risk Management
Colombia University
Colombia 06.2018 - 07.2022
Post-Baccalaureate Diploma - Credit And Risk Management
Kenya School of Credit Management
Nairobi, Nairobi Province, Kenya 06.2016 - 04.2019
Bachelor of Arts - Film And Video Production
National Youth Talent Academy-NYTA
Kenya 12.2009 - 10.2011
Certificate of Technical Studies - ICDL 1&2
Colombia University
Nairobi 01.2008 - 12.2008
Skills
People Management
Additional Information
- Rebecca Maruti, Senior Director People Business Partner Kenya & India, Inventure Mobile(Tala), P.O Box 35523, Nairobi, Nairobi, 00100, Kenya, +254(0)7155609888, rebecca.maruti@tala.co
- Pamela Mbalo, People Business Partner, Inventure Mobile(Tala), P.O Box 35523, Nairobi, Nairobi, 00100, Kenya, +254(0)720481128, pamela@tala.co
- Elizabeth Mbugua, CEO, Collections Africa Limited, P.O Box 46406, Nairobi, Nairobi,
- 00100, Kenya, +254(0)722845756, Elizabeth.Mbugua@collectionafrica.com
- David Muriuki, Collections Manager, Africa Finance Business, P.O Box 2695, Nairobi,
Nairobi, 00621, Kenya, +254(0)720362001, david@afb.co.ke - Rebecca Ochola, Yu-Mobile Account Manager, Horizon Contact Centers Ltd, P.O Box 3027, Nairobi, Nairobi, 00506, Kenya, +254(0)701757876,
- rochola@horizoncontactcenters.com
Timeline
Quality Assurance Analyst
Inventure Mobile (Tala)
09.2020 - Current
Bachelor of Science - Financial Engineering & Risk Management
Colombia University
06.2018 - 07.2022
Recoveries Team Lead
Inventure Mobile (Tala)
03.2018 - 07.2020
Post-Baccalaureate Diploma - Credit And Risk Management
Kenya School of Credit Management
06.2016 - 04.2019
Account Manager Supervisor
TransUnion CRB
11.2015 - 02.2018
Recoveries Advocate
Africa Finance Business (AFB)
10.2014 - 11.2015
Customer Service Representative
Horizon Contact Centers (yu-mobile )
12.2012 - 11.2014
Bachelor of Arts - Film And Video Production
National Youth Talent Academy-NYTA
12.2009 - 10.2011
Certificate of Technical Studies - ICDL 1&2
Colombia University
01.2008 - 12.2008
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