Nwokocha Lucy

SKILLS:

Relationship Building

Client Database Management

Microsoft Office Proficiency

Analytical Skills & Leadership skill

Customer Service

Team Leadership

Time Management

EXPERIENCE:

Collections Manager, Brilliance Fintech – ( Remote )

Supervised staff of collectors, monitoring phone calls, messages and emails.

Trained and mentored new employees on collection methods, documentation requirements and performance strategies.

Monitored payments due from clients and promptly contacted clients with past due payments. Generated and distributed current statements to customers.

Oversee the business' financial collections department.

Supervise tele-collections team to ensure all loan repayments are made in a timely fashion.

Conduct interviews for new members of the collections team.

Ensure that all company policies regarding loans collections are adhered to by the collections team. Negotiate loan repayment plans where necessary.

Minimize the company's financial losses from bad loans.

Report the collection department's progress and statistics to management.

Present collections performance information to management or their department to highlight trends or achievements.

Handle escalated delinquent accounts and motivate staff accordingly.

Customer Service Representative, Konex Group Associates – Nigeria

Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries & communicating with customers through various channels.

Acknowledging and resolving customer complaints with good gasp of product knowledge Processing orders, forms, applications, and requests while keeping records of customer interactions,transactions, comments and complaints.

Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives.

Ensure customer satisfaction and provide professional customer service.

Customer Relationship Manager, Union Bank Of Nigeria – Nigeria

Achieved between 59%-65% recovery for watch listed accounts.

Increased recovery for lost, doubtful and substandard accounts thereby bringing them back to watch lists.

Able to detect and achieve recovery on deceased customer's accounts through insurance claims. Arranged for debt repayment or establish repayment schedules, based on customers' financial situations.

Introduced strategic business meetings with top management on effective debt collection which yielded.

Excellent results on a monthly basis

Ensured the use of modern collection system for effective debt management (Collect Smart) Managed credit card portfolio with the use of an application for case management(CITRIX) Managed team members on effective time management and improvement in turnaround time deliverables.

Customer Support Specialist, Virtual Cipher Limited – Nigeria

Attended to customer request and queries

Coordinated all faults resolution efforts and managing customer expectation.

Handled high-volume inbound telephone calls, customer inquiries and demands in a highly, professional and friendly manner.

Verified and confirmed orders and returns back to customer & any other duty assigned by the manager.