Looking for a job

Brian Tobias

@briantobias

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I improve telesales, customer experience, quality, and debt recovery in digital lending.

Kenya

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What I'm looking for

I'm looking for a role where I can lead telesales performance, use quality insights to improve customer experience, strengthen compliance, and contribute to revenue growth in digital lending or financial services.

I've built hands-on experience across customer service, debt collection, telesales, and quality assurance at Zenka Digital Limited in the digital lending industry.

As a Quality Analyst, I monitored customer interactions, audited calls, reported performance trends, and coached agents using quality insights. I helped raise average quality scores from approximately 82% to 91% and reduced repeat customer contacts by identifying service failures.

In telesales, I exceeded monthly sales targets by 95–115%, improved conversion through objection handling, and ranked among top-performing representatives on multiple monthly reports.

I've also negotiated repayment plans for overdue loan accounts, supported customers across phone, email, and live chat, and maintained compliance, accurate CRM records, and strong customer service standards.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Zenka Digital Limited

Jan 2026 - Jun 2026 (5 months)

Monitored customer interactions for compliance, evaluated call quality, and prepared performance reports. Improved average quality scores from 82% to 91% and reduced repeat contacts.

Quality Assurance Call Auditing Compliance Monitoring Performance Analysis Coaching Process Improvement Reporting

Telesales Agent

Zenka Digital Limited

Jul 2025 - Jan 2026 (6 months)

Conducted outbound sales calls for digital loan products, consistently exceeding monthly targets by 95-115%. Ranked among top performers through effective objection handling.

Telesales Consultative Selling Customer Acquisition Upselling CRM Objection Handling

Debt Collection Officer

Zenka Digital Limited

Dec 2024 - Jul 2025 (7 months)

Contacted customers with overdue accounts, negotiated repayment plans, and followed compliance guidelines. Maintained high recovery rates and reduced portfolio delinquency.

Debt Collection Negotiation Compliance Customer Relationship Management Risk Escalation

Customer Service Agent

Zenka Digital Limited

Aug 2023 - Dec 2024 (1 year 4 months)

Delivered customer support via phone, email, and live chat, resolving complaints and assisting with loan applications. Achieved high satisfaction ratings and first-contact resolution.

Customer Support CRM Complaint Resolution SLA Management Communication Skills