Gladys

GLADYS W MACHARIA P.O-, Nairobi, Kenya Tel: -- SUMMARY A graduate professional with over 7 year’s progressive experience in customer care management, sales and marketing, credit management, recoveries and administration. I have several skills including problem solving, credit evaluation and analysis, credit management, customer service, relationship management, negotiation, data entry and effective communication in both oral and written form. Other competences include my ability to make arithmetic computations with ease and competence in the use MS Office applications (Word, Access, Excel and PowerPoint). I am of high integrity and accountability standards EMPLOYMENT DETAILS Employer: Ranks Cosmetics Ltd Aug 2019 – April 2021 Position : Customer Service Supervisor Key Responsibilities: • • • • • • • • • • • • • Supervise day-to-day operations in the customer service department. Review and issue customers’ orders Approve customers discount and credit Ensure all customer orders are served on timely basis. Respond to customer service issues in a timely manner. Create effective customer service procedures, policies, and standards. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. Implement an effective customer loyalty program. Maintain accurate records and document all customer service activities and discussions. Assess service statistics and prepare detailed reports on your findings. Hire and train new customer service agents. Track and manage the approved budget of the customer service department. Prepare sales report on daily basis Employer: Co-operative Bank of Kenya Ltd Jan 2014 – Mar 2017 Position : Senior Collections Officer, Card Centre Key Responsibilities: • • • • • • • • • • • Perform loss mitigation and recovery activities regarding delinquent or charged-off accounts in accordance with Bank and legal guidelines Contact debtors by phone, correspondence and personal contact to determine willingness and ability to pay so as to establish payment or renegotiate payment schedules Implement appropriate credit monitoring methods to ensure appropriate action is taken on time to eliminate the risk of bad debts. Establish effective rapport with debtors, responsible relatives and other parties to obtain information and elicit cooperation Track down customers with overdue bills and negotiate payment over the phone or by mail Develop a credit recovery program for the borrowers and ensure timely remittance of repayment to the bank and provide recommendations on strategy to adopt with respect to default cases. Review the loan portfolio on a regular basis and give recommendation on areas of improvement. Keeping abreast of issues related to compliance, legal, and market risk involved in the endorsement of credit. Advising and answering customer’s queries in matters relating to credit card advances and bonuses. . Ensure that all pertinent reports and supporting documentation required are received on time, analyzed and slotted for appraisal Establish and maintain accurate records and files Employer: Co-operative Bank of Kenya Jan 2012 -Dec 2013 Position : Credit Officer, Applications Processing Key Responsibilities: • Review credit application • Assess clients’ financial status Evaluate creditworthiness and risks Contact clients to gather financial data and documentation Maintain updated records of credit applications Contribute to product development to ensure that credit risk exposure is minimized. Handle customer queries and complaints. Advice customers on credit card usage and timely payment. • • • • • • • Monitor progress of existing customers EDUCATIONAL BACKGROUND • Aug 2005 – Dec 2009 • Jan 2008 –Dec 2008 • Jan 2000 - Nov 2003 BED Economics and Business – 2nd Class Upper Division Kenyatta University (Kenya) Certified Public Accountant-Part 1 KCA University Kenya Certificate of Secondary Education (KCSE), Mean grade B+ Kahuhia Girls High School REFEREES Prof. Peter N. Muchiri (PhD-Mech. Eng, KULeuven, Belgium) Director-Nairobi Campus/Ass. Prof. - Sch. of Engineering Dedan Kimathi University of Technology (DeKUT) P.O. Box-, Nyeri Tel: (- Email:- Mr. Paul G Namu Senior Recoveries Officer Tshusho Capital Kenya Tel:- Email:-