Brian Mwangi

Experience

• 

  Aramex

  Mar 2014 - Mar 2015

  Logistics Officer

  -Parcel delivery and services-In-office parcel dispatcher-Data entry by receiving parcels into database by waybill scans.-Customer product insight.-Suggesting best customer parcel delivery options.

• 

  Kenya Ports Authority

  Apr 2018 - Jun 2018

  Attache

  -General IT support.

• 

  Watu Credit

  Jan 2019 - now

  -Oversee daily operations within the customer support team, ensuring seamless communication and issue resolution.- Implement service quality standards to enhance customer satisfaction and retention.-Analyze customer feedback to identify areas for service improvement and introduce process optimizations.-Mentor and coach the customer support team, building strong interpersonal and problem-solving skills.- Collaborate with cross-departmental teams to resolve escalated client issues effectively and promptly.- Deliver regular performance reports to management, identifying trends and recommending strategies for improved service delivery. Show less -Ensuring adherence to payment schedules through pro-active follow up calls and reminders.-In case of clients overdue, identifying and implementing the most efficient debt recovery methods and techniques.-Following up on phone calls with overdue clients to ensure debtor’s accounts are up to date.-Developing and strengthening clients’ relationships, regularly updating clients on Company policies and new products, providing tailor-made financial solutions through the range of products offered by the Company.-Providing training and sharing knowledge with Interns/Trainees employed by the Company. Show less

  • Relationships and Customer Support Team Lead

    Dec 2024 - now

  • Team Lead -Asset Ownership Transfer

    Apr 2022 - Jan 2025

  • Asset ownership transfer officer

    Jun 2021 - Mar 2022

  • Senior Collections officer

    Feb 2020 - Jun 2021

  • Collections Officer

    Jan 2019 - Feb 2020