Open to opportunities

Nancy Odera

@nancyodera

Message

Dedicated customer service professional with strong problem-solving skills.

Kenya

Message

What I'm looking for

I am looking for a challenging role that allows me to utilize my skills in customer service and risk assessment while contributing to organizational success.

I am a committed customer service professional with extensive experience in underwriting and customer support. My journey began at Skywave Limited, where I honed my skills in debt collection and risk assessment. I successfully managed customer relationships, ensuring satisfaction while meeting performance metrics. This role laid the foundation for my understanding of financial services and customer needs.

At CCI International, I further developed my expertise by resolving customer complaints and enhancing service quality. My ability to maintain positive relationships and suggest improvements contributed to a more efficient customer service environment. Currently, at Dexintec Kenya Limited, I am responsible for assessing credit applications and implementing strategies to mitigate financial risks, showcasing my versatility and reliability in high-pressure situations.

Experience

Work history, roles, and key accomplishments

Current

Underwriter/Customer Service Executive

Current

Dexintec Kenya Limited

Apr 2023 - Present (2 years 1 month)

Determined risk levels and approved phone loans, assessing over 500 credit applications with high accuracy and compliance. Resolved customer complaints, managed emails, and promoted products, ensuring satisfaction and issue resolution. Implemented strategies to mitigate financial risks and streamlined credit decision explanations through a comprehensive report system.

Risk Assessment Customer Service Compliance Risk Mitigation Reporting Problem Solving

Customer Service Agent

CCI International

Jan 2021 - Feb 2022 (1 year 1 month)

Responded to all customer calls and emails, resolving complaints and escalating unresolved problems to appropriate departments. Maintained positive relationships with customers, promoted products, and generated reports on customer service activities. Met and exceeded performance metrics while staying updated on company policies and participating in training sessions.

Customer Support Email Communication Account Management Customer Escalation Customer Relationship Management Reporting Performance Metrics

Debt Collector/Underwriter Service Agent

Skywave Limited Management

May 2017 - Dec 2020 (3 years 7 months)

Managed debt collection and underwriting services, responding to customer calls and resolving complaints. Evaluated loan documents, performed risk assessments on potential clients, and convinced customers to clear loans. Trained agents on call handling, allocated files, and assisted in achieving given targets.