DIANA KETTA IMIRIAI
Relationship/Credit Officer
Nairobi
Summary
Highly-skilled Collections specialist with 2 years of experience in corporate and consumer debt industry. Adept at negotiation techniques, investigating historical data, maintaining customer payment records, preparing customer financial statements and agreeing payment plans.
Overview
6
6
years of professional experience
20
20
years of post-secondary education
Work History
Collections officer
Pezesha Africa Limited
03.2023 - Current
- Manage accounts receivable functions, including account analysis, collections, and posting payments.
- Research accounts to find discrepancies and issues, and develop strategies for resolving billing discrepancies.
- Maintain up-to-date reports detailing customer payment status.
- Follow up on accounts, make phone calls, and send out letters and emails, as necessary, to collect delinquent accounts.
- Recommend collection actions or negotiate payment plans with customers whose accounts are in arrears.
- Review the company debtor list.
- Negotiate suitable payment plans.
- Issue demand letters and commence legal action for delinquent accounts.
Debt Recoveries Officer
Altfix Kenya Limited Ltd
09.2020 - 09.2021
- Enforced repayment of the assigned portfolio and achieved set targets.
- Maintain proper Debt Recovery documentation.
- Ensured timely issue of relevant notices to customers, ensured that all 90+ days overdue files are properly maintained.
- Responsible for maximizing recoveries from written off accounts.
- Coordinated daily execution of debt follow up by phone and visits.
- Responsible for negotiating repayment plans with delinquent members.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Debt Collections Officer
Okash Ltd
03.2019 - 02.2020
- Contacted debtors via calls and text messages to implement repayments plans.
- Delivered monthly collection targets.
- Monitored slow moving accounts to identify delinquencies and take necessary action to recover the debts.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Used skip tracing and other techniques to locate debtors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Entered client details and notes into system for interdepartmental access and review.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Processed debtor payments and updated accounts to reflect new balance.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Worked with customers to create debt repayment plans based on current financial condition.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Trained new team members on scripts, company services and collection strategies.
Community Service (Volunteer)
Blescohouse High School
01.2019 - 03.2019
- Collaborated with team members to achieve target results.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Created plans and communicated deadlines to complete projects on time.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked with customers to understand needs and provide excellent service.
- Maintained energy and enthusiasm in fast-paced environment.
- Used coordination and planning skills to achieve results according to schedule.
- Received and processed stock into inventory management system.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Conducted research, gathered information from multiple sources and presented results.
- Used Microsoft Word and other software tools to create documents and other communications.
- Monitored school's inventory to keep stock levels and databases updated.
Education
Bachelor of Commerce - Procurement
University of Nairobi
Nairobi, Kenya. 01.2016 - 12.2019
Certificate in Procurement - undefined
Chartered Institute of Procurement and supplies
01.2015 - 12.2015
Diploma in Purchasing and supply - undefined
University of Nairobi
01.2013 - 12.2014
Full computer literacy - Microsoft windows/office tools- MS-word; MS Excel; MS- Access; MS- PowerPoint; Internet technologies; Basic Concepts of Information Technology
St. Joseph Mukasa College
01.2012 - 04.2013
Kenya Certificate of Secondary Education (KCSE) - undefined
Blescohouse High School
02.2009 - 11.2012
Kenya Certificate of Primary Education (KCPE) - undefined
Green Cottage Academy
01.2001 - 11.2008
Skills
Debt recovery expertise
Monitoring accounts
Reporting collections activity
Skip tracing debtors
Teamwork and collaboration
Customer service
Timeline
Collections officer
Pezesha Africa Limited
03.2023 - Current
Debt Recoveries Officer
Altfix Kenya Limited Ltd
09.2020 - 09.2021
Debt Collections Officer
Okash Ltd
03.2019 - 02.2020
Community Service (Volunteer)
Blescohouse High School
01.2019 - 03.2019
Bachelor of Commerce - Procurement
University of Nairobi
01.2016 - 12.2019
Certificate in Procurement - undefined
Chartered Institute of Procurement and supplies
01.2015 - 12.2015
Diploma in Purchasing and supply - undefined
University of Nairobi
01.2013 - 12.2014
Full computer literacy - Microsoft windows/office tools- MS-word; MS Excel; MS- Access; MS- PowerPoint; Internet technologies; Basic Concepts of Information Technology
St. Joseph Mukasa College
01.2012 - 04.2013
Kenya Certificate of Secondary Education (KCSE) - undefined
Blescohouse High School
02.2009 - 11.2012
Kenya Certificate of Primary Education (KCPE) - undefined
Green Cottage Academy
01.2001 - 11.2008
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