Lucky Mwita
Summary
Results-driven debt collection and customer service specialist with a strong background in handling international clients, particularly from the US. Skilled in negotiation, conflict resolution, and account recovery, ensuring timely payments while maintaining positive customer relationships. Adept at managing high-volume outbound and inbound calls, handling delinquent accounts, and providing tailored solutions to meet client needs.
Proven ability to communicate effectively with diverse clientele, navigate cultural differences, and adhere to US regulations such as FDCPA (Fair Debt Collection Practices Act). Experienced in using CRM systems, collections software, and financial tools to track, manage, and recover outstanding debts efficiently. Committed to delivering exceptional customer service while balancing company interests and client satisfaction.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Accounts Recovery Specialist
Techno Brain BPO
06.2024 - 03.2025
- Recovered over $200,000 in overdue debt over 2 year period by effectively negotiating with customers and offering tailored payment solutions.
- Strengthened relationships with outsourcing client through consistent follow-ups and supports, organized online meetings and developed positive energy enhancing growth.
- In depth knowledge of federal and state medical insurance plans and credit reporting system.
- Certified for collection practices including HIPAA and strong knowledge of FDCPA and other state regulations minimizing compliance risk for agency.
- Managed portfolio of 200+ delinquent accounts, conducted skip tracing to locate debtors and assets for collection achieving high recovery rate.
- Provided detailed reports on collections progress to management, contributing to strategic planning.
Customer service representative
Call Centre International, Ke
03.2022 - 12.2023
- Provided top-tier customer service to average of 200+ customers per day, addressing inquiries, resolving issues, and ensuring satisfaction.
- Assisted customers with product selection, returns, and exchanges, contributing to incredible increase in customer retention.
- Customer service providing to top leading brand in mobile technology(Metro by T-Mobile).
- Processed orders, returns, and troubleshooting, achieving customer satisfaction rating.
- Build sustainable relationship and trust with customers through open and interactive communication.
Education
Diploma of Higher Education - Civil Engineering
Kabete Technical College
09.2018 - 11.2022
Skills
- Debt recovery
- Financial analysis
- Risk assessment
- Time management
- Customer Service
Languages
English
Fluent
Accomplishments
Nominated for best agent in Customer satisfaction for the quarter ending September 2022
Certification
HIPAA Certified
Timeline
Accounts Recovery Specialist
Techno Brain BPO
06.2024 - 03.2025
Customer service representative
Call Centre International, Ke
03.2022 - 12.2023
Diploma of Higher Education - Civil Engineering
Kabete Technical College
09.2018 - 11.2022
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