Kevin Khaniri

Highly skilled Customer Success and Relation Officers (CSROs) drive customer loyalty, retention, and satisfaction by nurturing relationships, managing onboarding, and resolving issues arising from clients and customers. I act as the primary liaison between companies and clients, focusing on proactive communication to reduce churn, identify upselling opportunities, and manage CRM databases.

Having

Skills in Customer service and Recovery with extensive experience in managing delinquent accounts, negotiating repayment plans, and reducing non-performing loans. Proven ability to recover outstanding debts while maintaining positive client relationships and ensuring full compliance with financial regulations. Adept at risk assessment, field recovery, and legal recovery processes to maximize portfolio performance.

Collection and Recovery Agent at Collection Africa Limited (2019-01 – 2022-12)

• Handle inquiries, complaints, and requests through calls, emails, or in person
• Ensure customers feel valued and satisfied with the company's services
• Address and resolve issues quickly to maintain trust
• Encourage repeat business by improving customer experience
• Gather customer feedback and share insights to improve services
• Help customers understand products, policies, or procedures
• Follow up on customers with overdue loans or unpaid accounts
• Remind clients of outstanding balances via calls, messages, or visits
• Visit customers at their homes or workplaces to discuss repayment
• Verify customer information and assess their situation
• Negotiate repayment plans based on the customer's financial ability
• Encourage partial or full payments within agreed timelines
• Skip tracing to locate customers who cannot be reached through provided contacts

Outbound Collection Agent and Skip-tracing Officer at Nimble Group (2023-01 – Present)

• Outbound calls to customers
• Make calls to customers with overdue accounts or loans
• Remind them of missed or upcoming payments
• Persuade customers to settle outstanding balances
• Follow up consistently until payment is made
• Discuss and agree on flexible repayment options
• Help customers commit to realistic payment schedules
• Track down customers who have changed phone numbers, addresses, or workplaces
• Use available data to find updated contact information
• Analyze internal records (loan forms, references, past interactions)
• Use external sources like public records, social media, and directories
• Confirm whether existing contact details are valid
• Identify correct phone numbers, email addresses, or physical locations
• Share updated contact details with outbound or field recovery officers
• Support the collections team in improving recovery success

Business Developer and Advisor at Prime Solution (2026-02-01 – Present)

• Identifying new business opportunities
• Research potential markets, industries, and clients
• Generate leads through networking, cold outreach, and referrals
• Identify new products or services the company can offer
• Develop strong relationships with new and existing clients
• Understand client needs and propose suitable solutions
• Ensure customer satisfaction and long-term partnerships
• Analyze market trends, competitors, and customer behavior
• Provide insights to management for strategic decisions
• Monitor industry developments and opportunities
• Represent the company at events, meetings, and conferences
• Build the company's reputation and visibility
• Use platforms like LinkedIn to connect with prospects

Collection Team Leader at Collection Africa Company Limited (2024-01-02 – Present)

• Lead, coach, and motivate a team of collection agents
• Set daily, weekly, and monthly targets
• Monitor attendance, discipline, and productivity
• Debt recovery management
• Oversee collection of overdue accounts (loans, credit, etc.)
• Ensure timely follow-ups via calls, emails, or visits
• Handle complex or high-value accounts personally
• Track team performance using KPIs (recovery rates, promises to pay, call quality)
• Prepare daily, weekly, and monthly reports for management
• Analyze performance gaps and implement improvements
• Train new collection agents on processes and systems
• Conduct regular coaching and mentoring sessions
• Improve negotiation and customer handling skills
• Use of collection systems and tools
• Monitor agents using collection software and dialer systems

Course in Call center management and AI Training – MEDIACREST COLLAGE (2026-01 – 2027-01)

Diploma in Information Communication and Technology – INSTITUTE OF CERTIFIED STUDIES NAIROBI (2016-01 – 2019-01)