Dennis Ochieng Email and Phone Number

• Leading a team through Skip tracing,debt negotiation and achieving recovery goals while working with both corporate and individual clients.• Implement debt management strategies,policies and procedures that promote efficient and effective credit risk management that protect and enhance the quality of credit portfolio.• Increase and maintain excellent client and customer experience and service quality.• Use management and information system for measurement… Show more • Leading a team through Skip tracing,debt negotiation and achieving recovery goals while working with both corporate and individual clients.• Implement debt management strategies,policies and procedures that promote efficient and effective credit risk management that protect and enhance the quality of credit portfolio.• Increase and maintain excellent client and customer experience and service quality.• Use management and information system for measurement, reporting,monitoring,limit and analysis of credit risk while ensuring compliance to best practice credit management practices.• Liaise with the client in resolving debtors complaints within the shortest time possible.• Responsible for achieving the collections set targets for all the clients under my portfolio and achievieng the revenue set target by Collection Africa.• Lead team collectors to ensure they are motivated,focused,achieve their targets and provide professional services.This is achieved through morning briefings and team hurdles and outside office activities.• Invoicing and following up on both debtors and clients payments.• Resolving issues related to daily activities including ensuring high standard of integrity among the team members,handling disciplinary issues closely with the management,leave approvals and issues of attendance.• Debt handling techniques. Show less

• Perfomance Management.Conducting one on one reviews with the collectors on a weekly basis to assess performance,identify corrective measures and development needs.• Lead team collectors to ensure they are motivated,focused,achieve their targets and provide professional services.This is achieved through morning, briefings and team hurdles.• Responsible for developing the team and through defining the team KPIs and offering continous guidance and coaching.• Participating in the… Show more • Perfomance Management.Conducting one on one reviews with the collectors on a weekly basis to assess performance,identify corrective measures and development needs.• Lead team collectors to ensure they are motivated,focused,achieve their targets and provide professional services.This is achieved through morning, briefings and team hurdles.• Responsible for developing the team and through defining the team KPIs and offering continous guidance and coaching.• Participating in the morning briefs with the managers to discuss previous day performance and areas of focus for the day.• Independently resolve issues in relation to day to day activities within the team and resolving the more complex issues in consultation with the manager.• Ensure all issues affecting productivity are reported timely and accurately,and ensure all issues are solved within the permitted timeframe and TAT.• Responsible to achieving the collections set targets for all the CD Level accounts through agents phone communication,negotiation and influencing.• Develop plan and procedures to implement activities to improve quality and efficiency within the agents areas of operations.• Develop SOPs and calling scripts and define collectors performance metrics and pipeline.Ensuring customer satisfaction,negotiation and influence is defined in the SOPs and scripts.• Marking Attendance and managing schedule adherence of agents on the floor.• Escalate and Follow up on customer queries with IT and back office.• Compilation of weekly Reports.• Preparation of monthly reports and posting on Gdrive.• Plan and organize the reward and recognition programmes to recognize top perfomers,agents who have made considerable improvements and initiatives. Show less

• Supervises and coordinates a group of customer service executives in ensuring SLA is met.• Manages adherence of scheduled staff to adequately handles calls/task volume on any given product at any point in time and adherence to all contact centre standard operating procedures.• Supervises personnel activities ofstaff(i.e;coaching,trainings,appraisals,rewards,motivates,discipline,recommend terminations as necessary,etc)• Conducts real time monitoring of personnel activities… Show more • Supervises and coordinates a group of customer service executives in ensuring SLA is met.• Manages adherence of scheduled staff to adequately handles calls/task volume on any given product at any point in time and adherence to all contact centre standard operating procedures.• Supervises personnel activities ofstaff(i.e;coaching,trainings,appraisals,rewards,motivates,discipline,recommend terminations as necessary,etc)• Conducts real time monitoring of personnel activities and take appropriate action.Keep management informed of and client informed about sudden deviations from Business As Usual situations(i.e,spike in call/Task volumes,highabseentism) and take appropriate action to minimize revenue leakage.• Identifies and provides input for staff training and development.• Ensure that the team have all necessary tools and skills to ensure that they can deliver excellence.• Acts as a point of escalation for any customer issue that are complex and lenghly to address.• Setting goals for the team and making a review on a weekly and monthly basis.• Documenting Team’s performances on a monthly basis. Show less