Dennis Koome

Experience

• 

  HORIZON CONTACT CENTER

  Feb 2014 - May 2014

  Customer Service Representative

  Key Responsibilities:  Maintaining a customer information in the system with detailed activities of their accounts  Reporting – Prepare and submit comprehensive and accurate reports daily, weekly and monthly to the Quality Assurance Manager, clearly highlighting key areas of concern. Submit ad-hoc reports as and when required. To escalate customer concerns gathered from call backs and system assessment for further investigations, while taking ownership of the escalations Making calls to customers and to elaborate the products use and service and also respond to any queries they have. Consult with the Team leaders on the necessary action to take on the different customers based on their queries mostly on those that require management level. Handle customer inquiries both telephonically and by email Document all call information according to standard operating procedures Show less

• 

  AFB KENYA LIMITED

  Jun 2014 - Oct 2015

  Key Responsibilities: Maintaining contact with customers and ensuring they service their outstanding loan accounts. Prepare daily reports on the activities of the accounts and promises to pay schedules. Maintaining a customer information system with detailed activities of the accounts in the portfolio. Making calls to customers and have an elaborate payment plan and ensure they fulfill the agreements of payments made. Consult with the Team leaders on the necessary action to take on the different customers based on their promises to pay and honoring of the same. Document all call information according to standard operating procedures provide customers with product and service information Show less Key Responsibilities: Making calls to customers and visiting them to elaborate the importance of taking the credit card facility. Explaining and convincing beyond any reasonable doubt on why our facility(credit card) is the best there is in the market and why it’s a must have. Explaining all terms and conditions to the clients to make sure there will be ease collections from the collections team. Explaining the general structure (direction) of the firm and giving all the relevance contact details in case they need customer service assistance. Show less

  • Collection Officer

    Aug 2014 - Oct 2015

  • Sales Officer

    Jun 2014 - Aug 2014
• 

  BARCLAYS BANK OF KENYA

  Nov 2015 - now

  Key Responsibilities: Maintaining contact with customers and ensuring they service their outstanding credit cards accounts. Prepare daily reports on the activities of the accounts and promises to pay schedules. Maintaining a customer information system with detailed activities of the accounts in the portfolio. Managing card portfolio and providing reports to the Team leader of collections of daily basis. Making calls to customers and have an elaborate payment plan and ensure they fulfill the agreements of payments made. Consult with the Team leaders on the necessary action to take on the different customers based on their promises to pay and honoring of the same. Continuously track and report on the card collection progress for all credit cards in arrears. Prepare reports and make recommendation on bad debts and further decision making. Show less Key Responsibilities: Maintaining contact with customers and ensuring they service their outstanding loan accounts. Prepare daily reports on the activities of the accounts and promises to pay schedules. Maintaining a customer information system with detailed activities of the accounts in the portfolio. Managing written off loans and card portfolio and providing reports to the Team leader of collections and recoveries of daily basis. Making calls to customers and have an elaborate payment plan and ensure they fulfill the agreements of payments made. Consult with the Team leaders on the necessary action to take on the different customers based on their promises to pay and honoring of the same. Perform field visits and submit reports plans for debt recovery. Continuously track and report on the loan recovery progress for all loans in arrears. Prepare reports and make recommendation on bad debts and further decision making. Show less

  • BarclayCard Collection officer

    Jan 2017 - now

  • Loan Collection Officer

    Nov 2015 - Dec 2016
• 

  Barclaycard

  Apr 2017 - now

  Collections Agent