Isabella Mwanisa Andayi

An enthusiastic individual who will go out of my way to get things done. I am a team player who quickly identifies peoples characters.

• Relationship Officer, Riverlong Limited, 2022-07-01, present, Making Courtesy calls to clients, Sending clients messages and responding to correspondences, Ensuring all trackers are online, Collection and advising the management on customer feedback, Sending detailed reports to clients, Occasional visits to clients, Conducting upsell of tracking devices
• Branch Coordinator, Zazipay International, 2020-08-01, 2021-08-01, Preparing status reports on activities, Achieved monthly disbursements and collections targets for the unit, including all other sets of KPIs, Loan verification – Spoof calling, Reference check, and ID check, Due diligence before loan approvals, Supported teams in the branch in all unit functions, logistics, and performance issues with a view to attaining targets set and creating an efficient work environment for the sector, Ensured all fraud-related matters noted in respective units are noted and flagged up within the reasonable time, Ensured Branch adherence to SOPs and policies, Delivered first-rate customer service and ensure teams in the branch follow the customer complaints procedure, Build excellent relationships with customers, customer-partners, and opinion leaders in the branch, Provided accurate and timely reporting of Management Information and market feedback to report on customer preferences, trends, and market opportunities in the sector, Ensured the office is clean, filing, procurement, and inventory management, Promoted the extension and deepening of financial inclusion outreach through new customer acquisition as well as customer retention, Customer Protection & Counter Indebtedness: Ensure all units promote responsible lending by observing affordability SOPs, customer follow up and SMART customer care standards
• Call Center Agent, Grola Tech Technology, 2019-10-01, 2020-01-01, Management and solving customer complain, Provided product and service information to customers, Maintained communication equipment by reporting problems, Obtained client information by answering telephone calls; interviewing clients; verifying information, Utilized various tracing techniques and strategies to collect personal information of customers with outstanding debts, Contacted customers with balances and negotiate payment terms and schedules, Minimized objections for payment and suggest available customer-friendly payment options, Accepted payments over the phone via credit card, Negotiated extended payment plans and the best course of action for customers seeking to avoid further debts, Used software to keep detailed notes regarding conversations with customers and outcomes, Offered clients several payment options and arrange for the prompt repayment of balances, Communicated with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts, Build customer loyalty by follow-up of customer calls
• Unit Manager, Fourth Generation Capital, 2019-01-01, 2019-06-01, Generated customer interest in the services or products offered by the company, Managed the team members and assign them tasks, Achieved monthly sales and collections targets while managing expenses, Managing, supporting and overseeing unit staff to run high performance, Building excellent relationship with customers and opinion leaders in the area, Delivered fast rate customer service, Lead Assistant Branch Manager and Loan Officers in recruiting new clients in visiting and screening them; identifying collection points, Conducted monitoring visits to collection points as planned at least once to each Loan officer per week to verify client numbers and cross check loan officer’s registers; report on same, Approved and Monitor cash Requests for branch, Always monitored and controlled client retention rate of Branch, Adhered to loan appraisal processes; approved all loans disbursed in branch, Supervised loan officers in order to follow all policies and procedures in place including new product and new policies changes, Approved all cash receipts and payments of Branch, Checked, verified and approved all of the reports, Build and maintained an excellent working environment for the team for them to develop potential and achieve their targets, Oversaw that the monthly targets are met every month
• Assistant Unit Manager, Fourth Generation Capital Limited, 2017-10-01, 2018-12-01, Provided accurate and timely reporting on vital information and market feedback, Assisted the Office Manager in organizing and coordinating Customer Service, Administration and Office Management operations including liaising with facility management vendors, cleaning, and catering and security services, Maintained effective administrative systems such as records and database management, filing systems and ensuring that they were safe, accessible and regularly maintained, Ensured that the Office Managers maximized their time efficiently through managing Office Administrative operations, Clients relationship management as well as creating and maintaining reports/ spreadsheets, Assisted the Customer Service Team in upselling, cross selling as well as converting new leads to sales through fostering strong customer relationships by focusing on customers’ wants, needs and ability to pay, Provided exceptional customer service by appropriately answering client concerns, forwarding messages and confirming appointments as necessary, Organized departmental meetings, prepared minutes, distributed and collated meeting agendas and followed up with relevant staff on agreed action points, Maintained incoming and outgoing mail register for deliveries and postage by receiving and recording mail and ensuring incoming mail is distributed promptly and outgoing mail dispatched promptly, Created new system for receiving and filing physical mail that has improved efficiency and eliminated delays in time-sensitive issues and accessing customer records
• Sales Agent, Jubilee Insurance Kenya, 2015-08-01, 2016-07-01, Created and maintained a pleasant work environment which has resulted to high levels of organizational effectiveness, communication and safety, Conducted market research to identify selling possibilities and evaluated customer needs, Demonstrated professional etiquette and manners when interfacing with customers which resulted in 50% improved feedback of Customers and Client growth rate of over 90% from less than 10%, Managed client relations, efficiently handling their complaints, ensuring their satisfaction and resulting in improved customer loyalty, Addressed client/customer inquiries and feedback within the timelines stipulated in Customer service charter and, Displayed efficiency in gathering market and customer information to enable negotiations regarding variations in prices, delivery and customer specifications to the manager, Effectively managed existing and new clients through client analysis
• Front Office Executive, Swishcom Kenya, 2012-08-01, 2014-07-01, Educated the client on the importance of having an insurance, Demonstrated professional etiquette and manners when interfacing with customers which resulted in 50% improved feedback of Customers and Client growth rate of over 90% from less than 10%, Managed client relations, efficiently handling their complaints, ensuring their satisfaction and resulting in improved customer loyalty, Engaged existing customers to understand their needs and aligning these needs to available higher value products, Addressed client/customer inquiries and feedback within the timelines stipulated in Customer service charter and, Displayed efficiency in gathering market and customer information to enable negotiations regarding variations in prices, delivery and customer specifications to the manager, Effectively managed existing and new customers

• Mrs.Angela Kihu, General Manager, Riverlong Tracking Ltd, +254725998363
• Mr. James Njoroge, Co founder & General Manager, Zazipay International Ltd., +254723376722

• Documented and resolved [Issue] which led to [Results].
• Resolved product issue through consumer testing.
• Achieved [Result] through effectively helping with [Task].
• Used Microsoft Excel to develop inventory tracking spreadsheets.
• Collaborated with team of [Number] in the development of [Project name].
• Achieved [Result] by completing [Task] with accuracy and efficiency.
• Achieved [Result] by introducing [Software] for [Type] tasks.