Nelson Mandela

High-achieving Collection Supervisor enthusiastic about streamlining collections processes and improving Loan productivity procedures. Knowledgeable about non-payments, short pays, errors and reporting requirements. Skilled in promoting team productivity through the use of communication, collaboration as well experience in developing individual team members.

Trained in conducting evaluations to identify and correct defects in customer service performance and providing meaningful insights into productivity. Committed to the review process and auditing procedures, identifying deficiencies and initiating solutions to problems. Committed to achieve excellent results and customer satisfaction, contribute to team success through hard work, team and self-motivation to learn, grow and excel in customer service and satisfaction .

WORK EXPERIENCE

COLLECTION SUPERVISOR, WATU AFRICA –MARCH 2022-May 2023

Duties;

• Assess the current state of the call center-Debt collection Department
• Understand key metrics and the relationship between metrics
• Use a scorecard approach for monitoring key metrics and reporting results to staff and upper management
• Set realistic metric targets
• Implement systemic changes that reduce call handling time
• Apply queuing and distribution engineering techniques that lower customer wait time
• Understand what drives staff turnover and what drives staff retention
• Streamline the IVR with dialog design best practices
• Best practices for forecasting call volume, calculating call work load, and scheduling staff
• Use Erlang formulas and workforce management tools to calculate the staffing needed to meet service level Commitments
• Create a call center Standard Operating Procedures manual that includes best practices for call handling, documentation And customer service
• Design a training strategy and establish training plans for new hires, mentoring, and on-going training
• Successfully motivate and retain staff
• Establish quality monitoring requirements
• Construct quality monitoring forms
• Conduct a successful coaching conversation
• Build a road map for implementing performance improvement and process improvement projects

SENIOR COLLECTION OFFICER WATU AFRICA MOMBASA, COAST - JUNE 2021.

Responsibilities;

 Managed the day-to-day call center operations of primary collection efforts for a portfolio of

 Direct and indirect Subprime auto loans and personnel.

 Training of new entrants and fellow teammates to be outstanding performers.

 Encouraged and developed teamwork among others and themselves.

 Provide consistent and ongoing mentoring, coaching and training that focus on improving call center

 Leadership, morale, and performance and employee retention

 Implemented processes to improve quality of service.

 Develop a positive team relationship by being supportive, visible and easily accessible • Chaired cluster as well Team meetings

 Solved range of straightforward problems

 Delegated cluster team leads daily on tasks in cluster team levels.

COLLECTION OFFICER WATU CREDIT LIMITED MOMBASA - MARCH 2019

• Responsibilities:
• Handling calls (Inbound and outbound calls)
• Sending customized bulk SMSs,
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Resolving customer complaints effectively
• Maintained user account data by initiating account access and establishing in the database.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
• Applied strong communication and negotiation skills regarding repayments of bad debts
• Updated customer information into a customized computer system with CRM to document and
• Organize client records.

• Bachelors Degree in Tourism Management -University of Eldoret 
• Diploma in Supervision -Alison 
• Certificate in Call Center Management Guide-Alison