# mercy biwott

mercy biwott is a remote worker on Himalayas, Repayments Executive / FieldAgent Support at Apollo Agriculture, based in Kenya.

Source: https://himalayas.app/@mercybiwott

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Kenya |
| Authorized to work in | Kenya |
| Salary expectations | 41k+ USD |
| Job categories | Customer Support Specialist, Payments Executive, Customer Experience Specialist, Customer Service, Sales |
| Skills | Customer Support, Customer Experience, Loan Recovery, Payment Follow Up and Reconciliation, Customer Complaint Resolution, Escalation Management, Agent Performance Management (APM), Customer Onboarding, Fraud Prevention, Risk Management, Customer Retention, Customer Relationship Management, Sales, KPI Tracking, performance reporting |

## About

```text
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

### Repayments Executive / FieldAgent Support (current)

[Apollo Agriculture](https://himalayas.app/companies/apollo-agriculture). Nov 2021 - Present

```text
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.
```

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

### Tele Sales Agent

[Apollo Agriculture](https://himalayas.app/companies/apollo-agriculture). Mar 2021 - Nov 2021

```text
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.
```

Skills: 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

```text
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.
```

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

## Education

### Moi University

Diploma, Business Management

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

### AIC Kessup Girls

Kenya Certificate of Secondary Education, General Studies

```text
Completed Kenya Certificate of Secondary Education (KCSE).
```

## Tech stack

- Zoho CRM

To contact mercy, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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