Emmanuel Juma Email & Phone Number

Kenya

• Supervised and led a team of customer service representatives, fostering a positive and collaborative environment through guidance, support, and coaching.• Set and monitored performance targets for the team and individual members, implementing improvement plans as necessary to ensure goal and targets are attained.• Ensured high levels of customer satisfaction by overseeing the resolution of issues and escalations, and analyzing interactions of calls for improvement opportunities.• Implemented and enforced quality assurance standards for customer interactions, conducting regular audits to maintain service quality.• Identified training needs and facilitated ongoing development opportunities to enhance team skills and knowledge.• Generated regular reports on key performance indicators and utilized data-driven insights to identify trends and advised areas for improvement.• Led initiatives to improve processes and procedures, actively seeking and implementing best practices in customer service.

Nairobi, Kenya

• Timely and effectively contacted delinquent clients whose loans are almost due and past due date to prepare and make them honor the instalments• Analyzed clients’ financial situations and negotiated loan repayment arrangements by adhering to the set policy on loan recoveries and collections.• Negotiated payoff deadlines or payment plans and ensured that all penalties arising from late repayments are followed up and collected• Managed multiple delinquent accounts for debt collection efforts and maintained accurate records, files, and reports on all collection activity.• Kept track of assigned accounts to identify outstanding debts and Send reminder messages to clients on their loan payments.• Handle questions or complaints and investigated, resolved discrepancies in payments or accounts

Kenya

Executed on time by tracking and monitoring transactions and came up with strategies on how to communicate with clients andanalyzed data thus submitting precise listings for recordsLed in preparation of Bank reconciliation statements and compilation of weekly and monthly revenue Reports and periodic analysisof financial performances of the department.Led in month-end and year-end closings processes by preparing vouchers, keeping records organized and updated for easy retrievalreview and Kept records current with daily transaction posting.Executed on time by updating cashbook on a daily basis and posting daily journal entries to the general ledger, submitting preciselistings for records