Assistant Team Leader-African
Finance Solutions-AFS Holdings
Total years of experience :7 years, 8 Months
• Ability to monitor allocated portfolio, through experience Responsible for Workgroup Worked with customer service to handle escalated customer issues.
• Set incentives and realistic targets associates could achieve.
• Managed team workload to reach targets for specific tasks.
• Managed team workload to reach production targets.
• Successfully handled a Debt Portfolio of KSH 300M
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Carried out day-to-day duties accurately and efficiently
• Drove operational improvements which resulted in savings and improved profit margins
• Participated in team-building activities to enhance working relationships
• Handled 100 calls per day to address customer inquiries and concerns
• Accomplished multiple tasks within established timeframes.
• Constantly and successfully monitored performance of an assigned loan portfolio of Kes 200M and ensured prompt payment of the loans
• Worked in call center environment handling manual and automatically dialed outbound calls
• Used scripted conversation prompts to convey current account information and obtain payments
• Achieved performance goals on consistent basis
• Used skip tracing and other techniques to locate debtors
• Processed debtor payments and updated accounts to reflect new balance
• Located customers with overdue accounts and solicited payment on compliance with fair debt collection practices
• Advised customers of alternative actions and strategies for debt repayment
• Follow ups for VAT and PAYE payments
• Filling annual returns for both private companies and public companies
• Filling annual returns for both resident and non-resident citizens
• Withholding certificates for non-complying clients
• Approval and issuance of Tax compliance certificates
• Assisting in customer PIN registration and amendment
• Following up on tax pay defaulters
• Provided clerical support, addressing routine and special requirements
• Sorted, organized and maintained files