Purity Njoki

I have over 8 years practical experience in credit management, financial reporting, filing tax returns and account management with a passion for helping companies achieve their growth potential. I take a customer-centric approach and understand that each client has unique needs and requirements. With my extensive experience in strategy and relationship building, I strive to provide innovative solutions that drive success for clients.

I am dedicated to staying up to date with the latest trends and techniques in the industry and committed to ongoing professional development.

Team Leader, Debt Recovery Department - TripleOKLaw Advocates

(2021-03 - 2026-04)

• Kept track of outstanding credits on behalf of clients.
• Planned courses of action to recover outstanding debts.
• Negotiated payoff deadlines and payment plans with debtors.
• Handled customers' questions and resolved complaints.
• Identified gaps in systems and recommended appropriate solutions.
• Raised fee notes and invoices monthly using ETR.
• Complied with legal requirements when legal action became unavoidable.
• Supervised and coordinated the activities of team members engaged in collecting overdue payments.
• Reviewed delinquent account records to determine which customers required follow-up for overdue account collection.
• Organized collection workloads according to the degree and amount of delinquency and assigned accounts to team members for collection.
• Wrote collection letters for use in debt recovery efforts.
• Authorized or referred accounts to the Head of the Collections Department for repossession and legal action against debtors.
• Assisted team members with collection activities involving difficult cases.
• Proactively engaged the existing client base to increase the firm's market share.
• Marketed the department to secure new outsourcing opportunities and followed up on client responses.
• Followed up on outstanding client fees to ensure timely payments.
• Generated monthly reports for clients.
• Scheduled monthly review meetings with existing clients to present collection progress and performance.
• Scheduled and coordinated weekly internal team meetings aimed at improving monthly collection performance.
• Liaised with advocates regarding legal action against debtors when necessary.

Remote Customer Support Agent - Influx

(2020-11 - 2021-05)

• Answered tickets via live Chat, emails (Intercom and Zendesk), inbound calls and outbound calls.
• Assisted customers with returns, refunds and tracking their shipments.
• Participated in trainings weekly.
• Followed up on daily reminders, targets, and important communication from teammates on slack.
• Met the daily targets of 150 tickets a day.
• Assisted customer using systems such as shopify and shipstation.
• Ensured the customer is satisfied.

Debt Recovery Executive, Debt Recovery Department - TripleOKLaw Advocates

(2019-05 - 2020-11)

• Handled all delegated tasks.
• Created new programs that resulted in increasing productivity and customer satisfaction.
• Performed site evaluations, customer surveys and team audits.
• Demonstrated self-reliance by meeting and exceeding workflow needs.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Improved operations by working with team members and customers to find workable solutions.
• Created agendas and communication materials for team meetings
• Reviewed credit reports to identify debt and determine best-fit strategies for consolidating or eliminating balances.

Credit Advisor - Quest Holdings

(2018-02 - 2019-04)

• Reached out to major credit bureaus to obtain records and discuss entries.
• Prepared budgets, financial education tools and referrals on behalf of clients.
• Evaluated client situations and recommended optimal products to meet individual needs.
• Responded to more than 100 telephone calls and emails each day, setting up appointments, answering questions and collecting information about specific concerns.
• Accepted and processed customer payments and applied toward account balances.
• Created debt management plans, spending plans or budgets to assist clients in meeting financial goals.
• Reviewed credit reports to identify debt and determine best-fit strategies for consolidating or eliminating balances.
• Calculated clients' available monthly income to meet debt obligations.
• Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions and time extensions.
• Answered client questions about factors affecting credit and recommended suggestions to improve credit scores.

Customer Support/ Assistant Human Resource Manager - Ngong Hills Hotel Business Centre

(2017-03 - 2018-01)

• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
• Ran the payroll for the casual workers.
• Processed payment for casual workers.
• Arranged Leave timetable for business center employees.
• Supervised cleaning.
• Handled the clocking in system.
• Handled attendance of employees.
• Managed high-volume of inbound and outbound customer calls.
• Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
• Conducted CRM tasks to maintain quality assurance satisfaction levels.
• Implemented services to assist company in maintaining exceptional client service ratings on external audits.
• Responded to customer requests for unavailable products and suggested other suitable options.
• Investigated and solved routine, complex and long-standing customer issues each day.

Managerial Attachment - Ngong Hills Hotel

(2016-05 - 2016-07)

Managerial Attachment - United Kenya Club

(2015-05 - 2015-08)

Master Of Business Administration - INTI International University and colleges (2025-08)

Certified Public Accountant - KCA University of Kenya (2022-09)

Bachelor of technology - hotel and restaurants management - The Technical University of Kenya (2013-09 - 2017-12)

International Computer Driving License - Institute of Advance Technology (2013-01 - 2013-08)

Kenya certificate of secondary education. (K. C. S. E) - Mary Leakey Girls High School (2010-02 - 2012-11)

High school Education - Apostolic Girls High School (2009-02 - 2010-01)

Kenya certificate of primary education. (K. C. P. E) - Halisi Academy (2006-01 - 2008-11)

Primary Education - Imara Daima Primary School (1997-01 - 2005-12)