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mercy biwott

@mercybiwott

Repayments Executive at APOLLO AGRICULTURE who supported 30 field agents and contributed to a 30% reduction in loan defaults.

Kenya

Message

At APOLLO AGRICULTURE, I oversee loan recovery operations and support 30 field agents with repayment follow-up and service delivery. I strengthened repayment tracking and portfolio management, contributing to a 30% reduction in loan defaults.

I also handle agent recruitment, onboarding, training, coaching, and grievance resolution. I trained and onboarded 25+ agents, helping reduce agent ramp-up time by 25%, and implemented fraud procedures that contributed to a 15% reduction in fraud cases.

As a Tele SalesAgent at APOLLO AGRICULTURE, I increased loan uptake by 20% and recovered 80% of overdue payments through customer engagement and follow-up. I used Zoho CRM to maintain customer records and track interactions, and helped reduce customer complaints by 40%.

Experience

Work history, roles, and key accomplishments

Current

Repayments Executive / FieldAgent Support

Current

Apollo Agriculture

Nov 2021 - Present (4 years 10 months)

Oversee loan recovery operations and support the performance of 30 field agents, ensuring effective customer engagement and repayment follow-up. Implemented fraud prevention procedures and improved operational accountability through streamlined reporting.

Loan Recovery Team Supervision Agent Performance Management (APM)Fraud Prevention Reporting KPI Monitoring Customer Engagement Conflict Resolution Training Coaching

Tele Sales Agent

Apollo Agriculture

Mar 2021 - Nov 2021 (8 months)

Managed customer interactions throughout the customer journey, from product education and onboarding to issue resolution and retention. Increased loan uptake by 20% and recovered 80% of overdue payments through proactive follow-up.

Zoho CRM Customer Relationship Management Sales Customer Onboarding Issue Resolution Data Management Customer Feedback Product Education

Sales Agent Attaché

ICEA Lion Insurance Company

May 2020 - Jul 2020 (2 months)

Built and maintained client relationships through professional communication and product education. Supported customer onboarding and policy issuance while surpassing sales targets during the three-month attachment.

Customer Relationship Management Sales Customer Onboarding Product Education Communication Skills Teamwork Policy Processing

Education

Degrees, certifications, and relevant coursework

Moi University

Diploma, Business Management

Diploma in Business Management with coursework in customer relations, business communication, sales and marketing, operations, human resources, and business statistics.