Miriam Kasyoka
90100,Nairobi
Summary
Highly motivated and goal driven collection specialist with 7 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
7
7
years of professional experience
Work History
Collections Specialist
Tala
Nairobi, Kenya
06.2018 - Current
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Provided financial advice to customers on budgeting techniques and money management skills to help them stay current on their obligations.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Reviewed delinquent accounts and contacted customers via phone, to negotiate repayment terms and payment arrangements.
- Collaborated closely with other departments throughout the entire collection process.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Developed collection methods to achieve or exceed company financial goals.
- Recorded information about customers' financial status and collections status efforts.
- Met demands of busy collections group by performing high volume of daily calls.
Accounts Manager
Finley International limited
Nairobi, Kenya
03.2018 - 06.2018
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Prepared reports summarizing collection activity for management review.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Contacted customers and explained debt management to encourage timely debt payments.
- Resolved billing discrepancies and customer credit issues.
Sales Executive
Jitegemea Credit scheme
Nairobi, Kenya
03.2017 - 10.2017
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Created marketing materials, such as brochures, flyers, and newsletters, to promote products or services.
- Identified new potential markets and developed plans for targeting them.
- Researched industry news and developments to gain insights into customer preferences.
- Generated reports summarizing sales performance metrics and presented findings to management team.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
- Generated leads and solicited new opportunities by leveraging business intelligence and third-party data sources.
- Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
Loan Officer
Premier Credit Limited
Nairobi, Kenya
06.2016 - 02.2017
- Developed and maintained relationships with potential customers to increase loan business.
- Analyzed financial data to determine the feasibility of granting loans.
- Verified accuracy of loan documents prior to approval.
- Approved or denied loan applications based on established guidelines.
- Prepared reports detailing loan portfolio performance metrics.
- Provided customer service support throughout the entire process from application through closing.
- Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
- Performed daily maintenance of loan applicant database.
- Approved loan within specified limits or referred to appropriate approval level.
- Managed pipeline for originated loans through closing and complete required management reports.
Education
BBA - Human Resources Management
Mount Kenya University
NairobiSome College (No Degree) - Banking And Finance
Kenya Institute Of Professional Studies
NairobiSkills
- Outbound Calling
- Credit and Collections
- Following Conversation Scripts
- Collections
- Persuasion Strategies
- Call Center Background
- Investigation Due Diligence
- Call center experience
- Persuasion techniques
- Complaint resolution
- CRM
- Service standard compliance
- Professional telephone demeanor
Languages
English
First Language
Timeline
Collections Specialist
Tala
06.2018 - Current
Accounts Manager
Finley International limited
03.2018 - 06.2018
Sales Executive
Jitegemea Credit scheme
03.2017 - 10.2017
Loan Officer
Premier Credit Limited
06.2016 - 02.2017
BBA - Human Resources Management
Mount Kenya University
Some College (No Degree) - Banking And Finance
Kenya Institute Of Professional Studies
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