Lydiah L.

Experience

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  Essar Telecom Kenya Limited (yuMobile)

  Jan 2010 - Jan 2010

  Customer Experience Executive

  1. Responded to an average of 80 customer calls daily, addressing inquiries on network issues, billing, and airtime package adjustments, ensuring prompt and effective solutions.2. Recommended complementary products and upsold services based on customer needs, contributing to increased service adoption and customer satisfaction.3. Escalated unresolved technical issues to engineering teams, facilitating timely resolutions and enhancing customer retention.4. Delivered exceptional customer support through multiple channels, including phone, email, and live chat, consistently maintaining a high standard of service.5. Documented customer interactions and feedback to inform continuous improvements in service quality. Show less

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  Essar Telecom Kenya Limited (yuMobile)

  Jan 2011 - Jan 2012

  Team Leader

  1. Supervised a team of nine customer experience executives, effectively managing a shift of 50 representatives to maintain service quality and streamline customer interactions.2. Created and optimized work shift schedules based on call volume forecasts, ensuring peak times were adequately staffed, which reduced response times and improved team efficiency by 12%.3. Prepared detailed daily, weekly, and monthly performance reports for senior management, offering data-driven insights to guide operational strategies.4. Monitored customer calls to evaluate service quality, identifying areas for skill enhancement and providing targeted coaching that boosted customer satisfaction by 8%. Show less

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  Bowmans (Law Firm)

  Jan 2012 - Jan 2013

  Accounts Assistant

  1. Updated client accounts and issued monthly statements, ensuring accurate record-keeping and timely communication on account status.2. Processed receipts and payments, maintaining efficient cash flow management and supporting financial accuracy.3. Organized and maintained timely, accurate, and orderly filing, enhancing document retrieval efficiency.4. Posted payments and prepared supplier payment allocation schedules, improving transparency and payment tracking.5. Maintained general ledgers, ensuring up-to-date records and facilitating effective financial reporting.6. Conducted regular account and statement reconciliations, contributing to accurate financial reporting and smooth audit processes.7. Assisted in month-end closing activities, supporting financial accuracy and alignment with reporting deadlines. Show less

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  Bowmans (Law Firm)

  Jan 2014 - Jan 2018

  Credit Controller

  1. Conducted follow-ups on outstanding debts to mitigate credit risk and meet cash flow targets, achieving a 10% improvement in timely collections.2. Resolved billing disputes and client issues within stipulated lead times, maintaining positive client relationships and reducing overdue account backlog by 8%.3. Dispatched monthly statements to debtors, ensuring clients remained informed of outstanding balances and reducing overdue accounts by 5%.4. Completed month-end reconciliations of debtor accounts, providing accurate aging reports that supported effective financial planning and risk assessment.5. Implemented credit control strategies that contributed to minimizing credit risk and improving overall collections performance.6. Engaged in proactive communication with clients to resolve outstanding balances, fostering trust and reliability in client relations.7. Prepared and reviewed aging reports, facilitating data-driven decisions for credit risk management and enhancing cash flow predictability. Show less

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  Bowmans (Law Firm)

  Jan 2019 - Jan 2022

  Senior Credit Controller

  1. Managed a team of credit controllers by interviewing, training, and coaching on credit control policies and collection techniques, which led to a 15% increase in collection efficiency.2. Led credit control, maintaining credit exposures within risk-bearing limits by strategically managing and regularly updating the debtors' book, resulting in a 12% improvement in overdue debt recovery.3. Built and maintained positive client and stakeholder relationships, enhancing customer satisfaction and contributing to repeat business by 10%.4. Ensured compliance with credit policies, procedures, and regulatory requirements, supporting a fully compliant and risk-averse credit management environment.5. Compiled weekly performance reports on the debtors' book, facilitating productive meetings with partners to review and optimize collection strategies. Show less

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  Field Technology Development Partners Limited

  Jun 2023 - now

  Credit Operations Manager

  1. Conducted in-depth credit assessments for pharmacies and hospitals using credit scoring models and financial analysis, enhancing accuracy in risk profiling and creditworthiness evaluation.2. Established partnerships with embedded lenders to support trade credit financing, expanding credit accessibility and reducing portfolio risk.3. Developed and implemented credit policies and procedures to manage and mitigate credit risk for retail pharmaceutical and hospital lending, resulting in a 20% reduction in default rates.4. Led due diligence processes for credit applications, assessing risk factors and recommending approvals or rejections in line with organizational risk appetite, improving decision-making efficiency by 15%.5. Monitored portfolio performance and developed strategies for underperforming credits, achieving a 12% improvement in repayment rates by working closely with pharmacies and hospitals.6. Collaborated with the credit committee to structure and amend credit facilities, aligning terms and conditions with organizational goals and improving credit facility alignment by 25%.7. Prepared and presented detailed monthly and quarterly credit portfolio performance reports to the credit committee, supporting data-driven decisions and performance tracking. Show less