MARY DAWO
Kisumu
Summary
Dedicated Financial professional with a proven track record, enhancing recovery rates and sales revenues through expert credit analysis and empathetic financial counseling. Leveraging skip tracing and debt negotiation skills to devise effective payment plans, significantly improving client trust and compliance. Demonstrated exceptional multitasking and relationship-building abilities, achieving notable success in debt recovery and sales.
Overview
10
10
years of professional experience
Work History
Recovery Officer
KCB Bank-Kenya
07.2023 - Current
- Developing strong relationships with clients, fostering trust and promoting positive outcomes during the recovery process.
- Implementing innovative recovery strategies that increases the success rate of collections while maintaining a positive customer experience.
- Assessing debtors' financial situations and crafting customized payment plans, enhancing the likelihood of successful repayments.
- Providing exceptional customer service during challenging conversations, balancing empathy with firmness to achieve desired results.
- Collaborating with legal teams to initiate legal actions against non-compliant debtors, resulting in successful recoveries.
- Training DCAs on best practices in collections and recovery, contributing to their professional development and success within the department.
Debt Recovery Officer
Sheer Logic Management Consultants
12.2021 - 07.2023
- Negotiated payment plans with delinquent account holders, facilitating more manageable repayment options for debtors while ensuring timely payments for clients.
- Increased debt recovery rates by implementing efficient collection strategies and maintaining strong communication with clients.
- Utilized skip tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Maintained accurate records of customer accounts, payments and payment plans.
- Coordinated cross-departmental efforts with sales, customer service, and credit teams to address potential risks or areas of improvement related to debt collection processes.
Direct Sales Representative
KCB Bank-Kenya
03.2015 - 08.2020
- Delivered compelling sales presentations that highlighted key features and benefits of products and services, resulting in increased conversion rates.
- Boosted sales performance by developing and executing targeted marketing strategies.
- Cultivated strong client relationships through consistent follow-ups and timely resolution of concerns, ensuring repeat business opportunities.
- Enhanced customer satisfaction by providing customized product solutions and building rapport through exceptional communication.
Education
Diploma In Project Management
Kenya Institute of Management
Nairobi, Kenya12-2025
No Degree - Fundamentals Of Credit Management.
CISI
Remote11-2024
BBA - Finance
KABARAK UNIVERSITY
Nakuru, Kenya11-2013
Skills
- Credit analysis
- Financial counseling
- Skip tracing
- Debt negotiation
- Customer relationship management
- Data analysis
Accomplishments
- Achieved a personal collection rate of 161% on the NPL book, far exceeding the company average by Q3.
- Designed and delivered regular training to external debt collectors, improving their recovery rates by 35%
- Negotiated payment/settlement arrangements resulting in a 20% increase in debt recovery.
- Closing on customer queries in a day, which contributed to the divisions CES of 10% and NPS of 71%.
Timeline
Recovery Officer
KCB Bank-Kenya
07.2023 - Current
Debt Recovery Officer
Sheer Logic Management Consultants
12.2021 - 07.2023
Direct Sales Representative
KCB Bank-Kenya
03.2015 - 08.2020
Diploma In Project Management
Kenya Institute of Management
No Degree - Fundamentals Of Credit Management.
CISI
BBA - Finance
KABARAK UNIVERSITY
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