Virtual AssistantVirtual Assistant

Key Achievements:

Manage customer relationships and field engagements across Nairobi County, maintaining regular contact with business clients and taking ownership of account follow-up within the assigned territory. • Visit customers at their businesses and other verified locations to understand business circumstances, assess repayment capacity, resolve account concerns and agree practical financial solutions. • Review customer and business information, verify account details and follow up missing or outdated information to support accurate records and informed account decisions. • Maintain structured customer touch points through calls and field visits, documenting all engagements, commitments and follow-up actions in the loan system. • Prepare daily activity and weekly portfolio reports covering customer engagements, payments, account status, unresolved issues and recommended actions. • Coordinate escalated customer matters with internal teams and maintain professional relationships while balancing customer needs with credit and operational requirements.

Key Achievements:

Managed an approximately KES 400 million portfolio comprising asset-financed loans, NPLs and write-off accounts, with responsibility for customer engagement, account monitoring and portfolio follow-up. • Handled an average of 130 customer calls per day, building customer relationships, understanding account needs, resolving repayment concerns and negotiating workable solutions. • Maintained an average recovery rate of approximately 70% through disciplined portfolio management, customer engagement, account prioritisation and consistent follow-up. • Reviewed customer account conduct, arrears, repayment behaviour and supporting information to identify risks, opportunities for resolution and accounts requiring priority action. • Maintained accurate customer and account records, applied established credit procedures and internal controls, and escalated exceptions or higher-risk cases appropriately. • Prepared and analysed monthly portfolio and collections reports to track performance, identify trends and support operational decision-making. • Recognized among the best collectors in 2024 for strong portfolio performance, customer follow-up and consistent delivery against targets.

Key Achievements:

Verified stock against manifests, maintained accurate inventory records and coordinated dispatch documentation, strengthening operational accuracy and record control.