Mid-level Customer Repayment Executive with 4+ years of experience in debt recovery and customer financial solutions. Proven track record in improving repayment rates, implementing efficient collection strategies, and enhancing customer relationships within Kenya's energy and financial sectors. Skilled in negotiation, data analysis, and regulatory compliance.
Customer Repayment Executive CV Examples Kenya
Professional customer repayment executive resume examples
Customer Repayment Executive Resume Examples
Grace
Chebet
Nairobi, Kiambu County, Kenya
•Phone +254 712 345 678
•g.chebet@email.com
WORK EXPERIENCE
Customer Repayment Coordinator
• Kenya
Kenya Energy Services Ltd
January 2023 - Present
• Reduced average repayment processing time by 35% through implementation of automated SMS reminders and mobile money integrations
• Increased customer satisfaction scores by 28% by developing flexible repayment plans tailored to Nairobi County residents
• Recovered KES 42M in overdue payments through targeted outreach campaigns in Q3 2023
Debt Collection Agent
• Kenya
Kenya Power Solutions Ltd
March 2020 - December 2022
• Achieved 85% recovery rate on delinquent accounts through strategic payment plan negotiations
• Implemented digital payment tracking system that reduced account delinquency by 30% within 9 months
• Trained 15+ field agents on ethical collection practices compliant with Central Bank of Kenya regulations
EDUCATION
Diploma in Logistics and Supply Chain Management
Strathmore University
• Kenya
• January 2020
SKILLS
Debt Recovery Strategies, Customer Relationship Management (CRM) Software, Financial Negotiation, Data Analysis (Excel, Power BI), Kenyan Banking Regulations Compliance, Mobile Money Platforms (M-Pesa, Airtel Money), Bilingual (English & Swahili)
PROJECTS
Digital Repayment Portal Implementation
• Kenya
• Led cross-functional team to develop online payment portal integrated with M-Pesa API
• Increased digital repayment adoption by 40% within first 6 months of launch
• Reduced manual reconciliation errors by 75% through automated payment tracking
Customer Education Program on Loan Repayment
• Kenya
• Designed financial literacy workshops for 500+ low-income customers in Nairobi County
• Resulted in 25% improvement in on-time repayments among workshop participants
• Program recognized by Financial Sector Deepening Kenya (FSD Kenya) as best practice
CERTIFICATIONS
Certified Debt Collection Specialist
• Kenya
• August 2021
Institute of Debt Management Kenya
Certificate in Customer Relationship Management
• Kenya
• March 2023
Strathmore University Business School
ACCOMPLISHMENTS
Employee of the Year
• 2021
Kenya Power Solutions Ltd
Keynote Speaker - East Africa Debt Management Forum
• November 2022
Financial Sector Deepening Africa
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Top Hiring Companies: Apollo Agriculture
Common Work Locations: Nairobi
Top Skills
CommunicationBusiness SenseTime Management SkillsProblem-Solving SkillsNegotiation SkillsTeamworkCustomer ServiceCustomer Relationship Management
Education Levels
Bachelor's Degree 100.0%
Top Schools
- St Paul'S University 10
Top Certifications
- Certificate In Computer Application Systems 10
Common Responsibilities
- • Provided timely and accurate answers to customer queries through outbound calls, ensuring customer satisfaction.Proactiv...
- • Provided timely and accurate answers to customer queries through outbound calls, enhancing customer satisfaction.Proacti...
- • Provided timely and accurate answers to customer queries through outbound calls.Contacted customers with overdue account...
- • Enhanced customer satisfaction by providing timely and accurate responses to queries via outbound calls.Reduced outstand...
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