ALUOCH A EDITH
Phone: - | Email:-| Address: Nairobi, Kenya
LinkedIn: https://www.linkedin.com/in/edith-aluoch/
PROFESSIONAL SUMMARY
Driven Portfolio Manager with over 6 years of experience in credit management, loan performance analysis,
and customer relationship management. Successfully developed and implemented credit scoring models,
improving portfolio quality and risk analysis accuracy. Managed cross-functional teams to meet key targets,
including PAR, effective repayments, and cancellation rates. Expert in customer acquisition, retention, and
handling loan recovery processes. Highly skilled in virtual team collaboration and remote operations
management. Looking to apply these skills in a dynamic role to enhance business growth, improve operational
efficiency, and contribute to organizational success.
SKILLS
Credit Management, Loan Analysis, Portfolio Management, Risk Assessment, Customer Acquisition, Loan
Recovery, Account Management, Credit Scoring, Collections Strategy, Financial Reporting, Payment
Processing, Stakeholder Relations, Team Leadership, Virtual Collaboration, Data Analysis, Process
Optimization, Disbursement Management, Performance Tracking, Loan Disbursement, Financial Analysis,
Customer Retention.
EXPERIENCE
Portfolio Manager
Tugende Kenya Limited | Nairobi, Kenya | Aug 2023 - May 2024
Roles and Responsibilities:
● Directed the credit and collections process, resulting in improved customer credit extension quality by
aligning policies and procedures with company standards.
● Managed customer relationships and sales to ensure timely loan repayments, enhancing customer
satisfaction and fostering long-term partnerships.
● Evaluated borrower and guarantor eligibility to onboard high-quality customers, significantly
improving the loan portfolio.
● Established strategic alliances with key stakeholders, ensuring productive working relationships and
mutual growth.
● Developed and implemented a universal credit scoring model, boosting risk analysis accuracy and
leading to improved portfolio quality.
● Oversaw all collection efforts at the branch, ensuring targets for PAR, repayments, and cancellation
rates were met consistently.
● Trained account managers on collections and vetting policies, enhancing their ability to resolve client
challenges and improving team performance.
Account Manager
Tugende Kenya Limited | Nairobi, Kenya | Aug 2021 - Jul 2023
Roles and Responsibilities:
● Drove customer acquisition efforts by marketing and sensitizing clients about company products and
services, increasing awareness and driving cross-sales.
● Conducted thorough client and guarantor vetting, including stage visits, home visits, and guarantor
visits, ensuring compliance with company credit policies.
● Trained clients on the importance of timely payments and educated them on Maisha Assets Insurance,
helping reduce defaults and enhancing customer understanding of insurance benefits.
● Informed clients about different payment channels and emphasized the NO Cash policy, ensuring
clear communication of payment processes and the role of guarantors.
● Initiated recovery actions for loans in default, following recovery policy guidelines, and ensuring
complete down payments through calls, visits, and detailed documentation.
● Coordinated incident management by escalating and collaborating with clients during incidents,
ensuring effective and timely resolution of issues.
● Collaborated with cross-functional teams, including marketing and product development, to launch
new products and campaigns, enhancing brand awareness and driving sales.
Customer Service Executive - Multi-choice Account
Calltronix Contact and Training Centre | Nairobi, Kenya | Feb 2021 - Apr 2021
Roles and Responsibilities:
● Delivered exceptional customer service by setting a high standard for client interactions, contributing
to improved customer satisfaction and brand loyalty at MultiChoice Ltd Kenya.
● Processed various customer transactions, including payments and subscriptions, with high accuracy,
enhancing operational efficiency and reducing transaction errors.
● Resolved customer issues and complaints in alignment with company policies, improving customer
relations and ensuring quick resolutions.
● Reduced complaint resolution time through effective problem-solving, policy adherence, and
proactive customer engagement.
● Managed customer requests and issues, ensuring prompt and accurate resolution within service level
agreements, enhancing overall service quality.
Research Analyst
National Integrated Identity Management System | Nairobi, Kenya | Mar 2019 - May 2019
Roles and Responsibilities:
● Coordinated the reception of citizens for registration, providing guidance and ensuring a smooth
registration process, contributing to increased citizen participation.
● Sensitized and mobilized citizens about the importance of registration, improving awareness and
engagement in the process.
● Collected and analyzed citizen feedback, reporting findings to supervisors to inform future
improvements and ensure efficient service delivery.
● Assisted citizens with registration inquiries, resolving concerns and ensuring a high level of customer
satisfaction.
● Conducted follow-ups with registered individuals to ensure completion of registration and address any
outstanding issues.
● Collaborated virtually with team members to share feedback and suggestions for process
improvements based on citizen insights.
OTHER EXPERIENCES
❖ Attachee | Chemelil Sugar Company | Jan 2019- Mar 2019.
❖ Attachee | South Nyanza Sugar Company | May 2018 - Aug 2018.
EDUCATION
❖ B.sc in Business Management - Banking and Finance | Maasai Mara University | 2019
❖ Financial Analysis | Corporate Finance Institute | 2023
CERTIFICATION
❖ Lean Six Sigma White Belt | 2023.
TOOLS
CRM Software, Staff App, Microsoft Excel, Google Suite, Data Analytics Tools, Payment Systems, Financial
Software, Project Management Tools, Communication Platforms, Accounting Software.
LANGUAGES
English - Fluent
Kiswahili - Native
REFEREES
Available Upon Request.
