Kennedy Shawn
Collections Team lead
Talent
Nairobi, Nairobi AreaMember since January 18, 2023
Team leadership and supervisionAnalytical abilitiesUse of Excel, Word, and OutlookDocumentation proficiency (CRM)Financial communication expertiseProficiency in programming languages (Python, JavaScript, CSS)Database design and management (SQL)Version control (Git/GitHub)
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Team leadership and supervisionAnalytical abilitiesUse of Excel, Word, and OutlookDocumentation proficiency (CRM)Financial communication expertise
About
Led and supervised a team of collection agents to achieve assigned recovery targets. Organized workflows, allocated portfolios, and ensured timely task execution. Monitored compliance with company policies, ethical standards, and debt recovery procedures.
Experience
Collections Team lead at Wabema Credit (2026-06 – Present)
- Led and supervised a team of collection agents to achieve assigned recovery targets.
- Organized workflows, allocated portfolios, and ensured timely task execution.
- Monitored compliance with company policies, ethical standards, and debt recovery procedures.
- Trained, coached, and supported staff on call center tools and ERP systems.
- Conducted performance reviews, call monitoring, and quality assurance sessions.
- Engaged customers, handled escalations, and negotiated repayment solutions.
- Maintained accurate customer records and ensured data confidentiality.
- Identified training needs and implemented process improvements to enhance performance.
Call center Collections agent at Apex Collections Africa (2025-01 – 2025-06)
- Managed customer accounts to ensure timely payments and accurate records.
- Communicated payment options to clients, facilitating informed financial decisions.
- Resolved account discrepancies by investigating issues and collaborating with clients.
- Documented account interactions in the CRM system for accurate record-keeping.
Bartender and Stock controller at Kifaru Ndogo
- Through my exceptional customer service I made personal relationships with our clients.
- I made various achievements ie hosting a successful event, being the best improved sales employee of 4 consecutive months and being able to oversee through successful renovations of the latter company.
- Handled cash and credit transactions accurately at the point of sale.
sales personnel at UXT LMTD (2018-04 – 2018-08)
Promoted high customer satisfaction by resolving problems with friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
Software Development – POWER LEARN PROJECT (2025-01-10)
Executive Diploma in Procurement – Uniathena (2025-01 – 2025-08)
Skills
Collections Team lead
