Malvin Susan

Provide subject-matter expertise for AI training by annotating shipping data, developing training materials, and improving model performance, contributing to a 25% increase in model accuracy and 40% faster onboarding.

Deliver high-quality customer support via phone and CRM, consistently exceed productivity targets and improve customer satisfaction through effective issue resolution and staff training.

Manage assigned portfolios to meet collection targets by negotiating settlements, executing follow-ups on PTPs, and using analytics to optimize recovery strategies and compliance.

Led supplier relationship management and procurement operations, negotiating terms to achieve up to 10% cost savings and improving delivery schedules and inventory control.

Managed daily collections operations and team performance, improving debt collection conversion rates by 25% and consistently exceeding team targets.

Monitored call quality and trained new agents, enhancing customer satisfaction and improving team performance through updated collection manuals and QA processes.

Managed assigned accounts and negotiated payment plans, improving repayment rates and streamlining account management processes for efficiency.

Sourced and evaluated suppliers, prepared tender documents and coordinated market surveys to improve supplier pricing and procurement documentation.

Conducted stocktaking and supervised stock movement, improving inventory accuracy and reducing discrepancies through streamlined stock management processes.

Assisted with purchase orders, quotation analysis and stocktaking at Wilson Airport, improving procurement documentation and supplier evaluation processes.

Completed a Diploma in Procurement and Supply Chain Management with practical training in sourcing, vendor management, and inventory control.

Completed the Kenya Certificate of Secondary Education (KCSE) with general secondary education coursework.