Mercy Muli

Industrious young professional with a focus on accomplishing organizational goals and objectives. Open-minded problem solver with excellent communication skills enabling effective interaction with diverse stakeholders. Clear, logical thinker with practical approach to problem-solving and drive to see initiatives through to completion. Passionate in Business with strong work ethic and ambitious career aspirations.

Repayment Executive at APOLLO AGRICULTURE LIMITED (2022-05 – 2025-01)

Conducted direct tele-collections and customer engagement to maximize loan repayment rates through strategic planning and technological utilization.

• Conducted direct tele-collections speaking to tens of customers daily to help build plans for timely loan repayment
• Met daily, weekly, monthly and season-long targets for metrics including Promises to Pay (PTP) booked, PTPs upheld, calls attempted and completed
• Creatively determined alternative ways to reach evasive customers
• Demonstrated both compassion and toughness to ensure customer engagement and trust
• Utilized individual dashboards to motivate performance, set and accomplish goals, and track performance relative to peers
• Used specialized technological tools to create customer payment plans maximizing repayment probability
• Supported engineering team in improving tools by providing feedback on bugs and technological improvements
• Distilled client feedback to guide repayment strategy
• Shared developed strategies with team to improve collective performance
• Provided insights to repayment leadership based on customer interaction themes

Sales Executive at APOLLO AGRICULTURE LIMITED (2021-12 – 2022-04)

Conducted telesales operations converting prospective clients and managing customer relationships through accurate documentation and customer service excellence.

• Conducted telesales and converted prospective clients into customers
• Made outbound calls to interested clients capturing detailed registration survey information
• Handled inbound calls accurately transcribing recorded details in recommended format
• Diligently managed customers/business partners inquiries via telephone and SMS
• Managed and resolved customer and partner complaints
• Provided product and service information explaining procedures and answering queries according to company policies
• Identified and escalated priority issues for higher-level handling with necessary follow-up
• Accurately documented all customer interaction information per standard operating procedures
• Ensured high-quality results by adhering to standards and guidelines
• Identified customer service process gaps and recommended procedural improvements
• Troubleshot Mobile App related issues and provided first-level resolutions

Attachment in Telecommunication Department at PARLIAMENT OF KENYA (2021-01 – 2021-04)

Performed office support and administrative duties in the Telecommunication Department.

• Answered phone enquiries, directed calls and provided basic company information
• Performed clerical duties and maintained files
• Conducted data collection, compilation, processing and reporting
• Prepared and updated department reports
• Responded to general enquires
• Performed office support duties
• Maintained tidy office environment
• Provided visitors with information and directed them accordingly
• Coordinated and scheduled appointments and meetings

Teacher at BILGATES SECONDARY SCHOOL (2016-02 – 2017-07)

Taught core subjects and provided pastoral care to students.

• Taught Mathematics and Geography
• Served as Form One class teacher
• Coached Girls' netball team

Bachelor of Business and Office Management in Business and Office Management – Technical University of Mombasa (2017 – 2021)

K.C.S.E – Mweini Secondary School (2013 – 2016)

K.C.P.E – Mukame-A-Mbeu Primary School (2005 – 2012)