At BBOXX Capital Kenya Limited, I increased the collection rate for new customers at the 25% milestone from 75% to 91% through M-Pesa screening and onboarding management. I also improved default recovery from under 5% to 15% through CRB reporting and retail portfolio management measures.
As Customer Service Call Center Manager, I managed a 40+ agent contact center. I increased first call resolution by 25% through agent training and script redesign, and reduced call abandonment from 30% to under 10% by restructuring shifts and optimizing workforce management.
Earlier at BBOXX Capital Kenya Limited, I supervised call center agents, supported CRM troubleshooting and data quality work, and created training modules for new agents. As an agent, I handled 80–100 calls daily and maintained a 90%+ call quality score.
I began my career as a Cashier/Office Clerk at St. Jane Maternity & Nursing Home, processing payments, preparing payroll, and entering patient information. My work also includes credit and portfolio management, collections and recovery, contact center operations, and customer support.
