WALTER JOSHUA ADINDA, Result-driven Retail and Fin-tech customer service professional with 6 years of experience as a top performer in retail/restaurant ordering

About

Possess exceptional Time management, Customer relation and Communication skills with experience in Retail order taking follow up and Data Analysis. Fin-tech Customer Service (In-bound, Out-bound and Debt collection), Digital lending debt collection, Customer Service Management, Operations and Training

Experience

Acorn Financial Management Agency

Dec 2021 – Present

Nairobi Kenya

Recovery Team Lead

Supervise and coordinates activities of Debt Collection Agents engaged in collecting overdue payments for loans from clients. Reviews delinquent account records to determine which client to be contacted for collection of overdue accounts. Organize collection workload according to degree and amount of delinquency and assign accounts to workers for collection. Recommends telephone techniques used in Debt collection. Verifies accuracy of accounts using computer systems. May assists collection agents with collection where necessary

In-Venture Mobile Ltd (Tala), Nairobi Kenya

Nov 2018 – Aug 2020

Nairobi Kenya

Recoveries Advocate/Collection Agent

Representing In-venture by acting as the first contact in communicating with clients inform of overdue accounts and amount still owed, negotiating for repayment plans and new terms of sale. Customer Experience Management. Customer Service Relation CSR. Organizing list according to severity of delinquency. Utilizing computer systems to handle and manage customer details. Offer advice or refer customers to debt counselors. Employ good judgment and decision making when listening to customers. Purge records if debt has been satisfied or of deceased people.

Kilimall International-Kenya, Nairobi

Oct 2016 – Nov 2018

Customer Experience Executive

Handle customer complaints, query and concern by providing solutions (In-bound and Outbound), Customer Experience Management in meeting call handling quotas and sales targets. Generate sales lead through telemarketing, active communication, merchandising and product activation. Identify and assess customers’ needs to achieve satisfaction. Customer service experience, Order taking and processing, Dispatch and delivery follow ups. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide valid, accurate and complete information by using right methods/computer systems. Handle customer complaints, provide appropriate solutions and alternatives within the set timelines; follow up to ensure resolution

Education

Kenya Water Institute

Feb 2008 – Nov 2010

Diploma, Water Resources Management

WALTER JOSHUA ADINDA

Result-driven Retail and Fin-tech customer service professional with 6 years of experience as a top performer in retail/restaurant ordering

Skills

Languages