Customer Service, Communication and relationship management professional

I am a highly motivated and results-driven professional with over a decade of experience in customer service, relationship management, and credit analysis. My career spans diverse roles, where I have consistently demonstrated my ability to build and maintain strategic relationships, enhance customer satisfaction, and drive operational efficiencies. I possess a Bachelor of Arts in Education (English Literature) from Moi University, complemented by advanced certifications in credit management, public relations, and customer care.

In my current role as a Customer Service, Enforcement, and Compliance Officer, I have honed my skills in effective communication and empathy, crucial for building strong customer relationships and ensuring operational success. I am adept at handling both physical and online customer queries, managing employer inquiries, and facilitating the rollout of essential portals for students and employers. My meticulous attention to detail and commitment to compliance have significantly contributed to the reduction of employers' arrears from 350 million to 25 million and the improvement of collections from 3 billion in 2017 to 5 billion in 2023.

I pride myself on my ability to analyze financial data, enabling informed credit decisions, and my knack for resolving customer concerns promptly, as evidenced by achieving a 98% customer satisfaction rating and improving first-call resolution rates to 90%. My experience at Equity Bank as a Relationship Officer in the Credit Department further strengthened my skills in marketing financial products, appraising clients' eligibility, and ensuring compliance with set regulations.

My key competencies include analytical skills, effective communication, financial analysis, negotiation, problem-solving, creativity, resourcefulness, time management, goal orientation, and tenacity. I am also trained in data protection and privacy, counseling, and negotiation skills.

Work Terms

40 hours both short term and loan term, the rate is 15$ per hour

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