Beatrice Githehu Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

Nairobi County, Kenya

1. Spearheaded a team of collectors, ensuring compliance with company policies and relevant laws, leading to a 47% increase in collection efficiency while maintaining high customer satisfaction.2. Directed the team to provide prompt, courteous, and effective customer service, significantly enhancing customer satisfaction ratings.3. Managed employee performance and facilitated continuous professional development in customer service skills, resulting in an 18% reduction in employee turnover.4. Fostered and maintained robust client relationships, resolving outstanding debts and preventing future issues through effective communication and customer-centric negotiation.5. Conducted performance evaluations and set individual and team goals, leading to a 36% increase in team productivity and improved customer interaction quality.6. Partnered with other departments to resolve customer issues and streamline operations, improving overall business efficiency by 14%.

Nairobi County, Kenya

1. Handled complex customer complaints and difficult calls, ensuring timely and satisfactory resolution, which improved customer retention by 11%.2. Implemented enhanced collection processes with a focus on customer experience, increasing collector effectiveness by 14%.3. Monitored and reported on key performance indicators (KPIs), including customer satisfaction metrics, ensuring the team met or exceeded business targets consistently.4. Provided regular feedback, coaching, and development opportunities to team members, fostering a culture of continuous improvement in customer service.5. Represented the customer support team in cross-departmental meetings, advocating for process improvements that led to a 13% increase in operational efficiency and customer satisfaction.

Nairobi, Kenya

1. Spearheaded risk assessment and mitigation strategies, ensuring compliance with regulatory requirements and optimizing loan approval processes.2. Implemented data-driven collections strategies, reducing delinquency rates through segmentation and targeted outreach campaigns.3. Analyzed fintech trends and market dynamics to inform product development initiatives, contributing to a notable increase in user acquisition and retention.4. Collaborated cross-functionally to enhance platform functionality and user experience, facilitating seamless integration of new features and services.5. Championed initiatives within the gig economy sector, fostering partnerships with key stakeholders and enhancing ImaliPay's market position.6. Prepared comprehensive reports and presentations for senior management, providing insights into financial performance and strategic recommendations for business growth.

Nairobi, Kenya

1. Handled complex customer complaints and difficult calls, ensuring timely and satisfactory resolution, which improved customer retention by 11%.2. Implemented enhanced collection processes with a focus on customer experience, increasing collector effectiveness by 14%.3. Monitored and reported on key performance indicators (KPIs), including customer satisfaction metrics, ensuring the team met or exceeded business targets consistently.4. Provided regular feedback, coaching, and development opportunities to team members, fostering a culture of continuous improvement in customer service.5. Represented the customer support team in cross-departmental meetings, advocating for process improvements that led to a 13% increase in operational efficiency and customer satisfaction.

Ngong Road

1. Closed a specific number of collection accounts each month, consistently meeting or exceeding assigned targets.2. Negotiated payment plans with overdue accounts, resulting in a significant reduction in delinquent debts.3. Monitored low-moving accounts, taking necessary actions to recover debts efficiently.4. Collaborated with the debt collection manager to review and improve negotiation skills, enhancing overall recovery rates.5. Handled client issues beyond the agent level, providing high-quality customer service and resolution.6. Coached agents on product knowledge and call center processes, improving team competence and performance.7. Compiled and analyzed outbound reports, identifying areas for improvement and implementing effective solutions.

Nairobi

1. Analyzed service incident data, emails, voice clips, and customer surveys, identifying service delivery gaps and providing structured feedback.2. Delivered actionable recommendations to quality managers and call center leadership, driving significant improvements in service quality.3. Conducted mock calls with new hires to assess readiness for live support, ensuring high standards of service from the outset.4. Assessed and implemented process improvements, enhancing call center performance and operational efficiency.5. Gathered and analyzed data using call center tools, identifying trends and patterns that affected service quality.6. Collected outstanding debts, achieving monthly collection targets and maintaining positive cash flow by monitoring slow-moving accounts and taking necessary actions.7. Developed aged debt accounts and days sales outstanding (DSO) reports, providing strategic insights, and ensuring compliance with legal requirements during debt collections.

1. Addressed customer queries and requests promptly via phone, email, and social media platforms.2. Documented all customer interactions accurately following established procedures.3. Provided effective solutions and recommendations for customer issues and queries.4. Demonstrated comprehensive product knowledge, ensuring accurate information delivery.5. Escalated customer complaints and issues to relevant departments for swift resolution.6. Delivered consistently high-quality service to enhance overall customer satisfaction.

Nairobi

1. Responded to customer queries or requests via phone, email, and social media platforms.2. Accurately documented all customer interactions following established procedures.3. Provided solutions or recommendations for issues and queries raised by customers.4. Demonstrated comprehensive knowledge of products, ensuring accurate information delivery to customers.5. Escalated customer complaints and issues to the relevant departments for swift resolution.6. Ensured the delivery of high-quality service to enhance customer satisfaction.7. Regularly updated customers on the status of unresolved issues, maintaining proactive communication.8. Positively represented the company and its products to prospects.9. Captured detailed information of prospects to facilitate effective follow-up and engagement.

Kenya

1. Collected outstanding debts, achieving monthly collection targets and maintaining positive cash flow.2. Kept the debtor’s book accurate and up-to-date, ensuring the latest debt status.3. Developed aged debt accounts and days sales outstanding (DSO) reports, providing insights for strategic decisions.4. Monitored slow-moving accounts, taking necessary actions to recover delinquent debts effectively.5. Provided 24/7 customer service, ensuring prompt and accurate responses.6. Managed customer check postings and ensured timely credit transfers.7. Reviewed collection queues to perform collection activities efficiently.8. Followed legal requirements during debt collections, maintaining compliance and avoiding legal issues.

Mombasa County, Kenya

1. Processed credit and debit card payments, ensuring accurate transactions and minimizing errors.2. Managed cash payments, providing efficient service and maintaining accurate records of daily cash transactions.3. Assisted customers with inquiries regarding menu items, pricing, and promotions, enhancing the overall customer experience.4. Collaborated with kitchen and front-of-house staff to ensure timely service and order accuracy, contributing to high levels of customer satisfaction

Bachelor'S Degree, International Relations And Affairs

Bachelor Of Commerce - Bcom, Accounting