Ian Waweru Wanyagi

I am a dedicated finance and customer operations professional with over five years of experience spanning credit control, data analysis, customer service, and debt collection. My career journey began in accounting, where I developed a strong foundation in financial reporting, accounts reconciliation, invoice processing, and payment tracking. I have since evolved into a versatile professional who bridges finance, customer relations, and operational support — particularly in the insurance and financial services industries.

Currently, I serve as a Contact Centre Agent at ICEA Lion Group, one of Kenya’s leading insurance companies. In this role, I handle a wide range of customer needs, from onboarding and client education to policy support and claims guidance. I’ve also played a part in premium tracking and resolving complex queries, all while upholding high standards of professionalism and customer satisfaction. My experience in onboarding and educating clients has enhanced my ability to translate technical financial information into clear, actionable advice.

Previously, in my role at London Distillers and other finance departments, I was responsible for validating financial transactions, processing supplier payments, managing accounts payable/receivable, and preparing monthly financial reports. I identified and resolved issues like duplicate payments and suspended accounts, helping streamline internal financial processes and improve reporting accuracy.

In debt collection, I’ve successfully negotiated settlements, maintained delinquency rates within acceptable thresholds, and collaborated with field teams to escalate high-risk accounts — all while maintaining strong communication and compliance standards.

I am proficient in tools such as Excel, Sage Accounting, Google Sheets, Microsoft Office, and CRM platforms like Coda. I’ve also engaged with artificial intelligence technologies, training chatbots with companies like Aligner and Outlier, reflecting my curiosity and adaptability in tech-enhanced environments.

I am passionate about data-driven problem-solving, customer success, and supporting organizations in delivering value. Whether it’s helping a client understand their policy, identifying a financial discrepancy, or contributing to a better onboarding experience, I approach every task with integrity, clarity, and a desire to improve outcomes.

As I continue to grow in the insurance and financial services industry, I am seeking opportunities that allow me to combine operational excellence with strategic insight — while upholding values of trust, transparency, and service.