About

Profile Summary Results-driven professional with over 4 years of experience in BPO and financial services, specializing in Portfolio Management, Credit Management, Quality Assurance, and Customer Support Training. Proven ability to lead data-driven initiatives that improve operational KPIs—achieving a 90% customer satisfaction rate and increasing loan repayment rates by 16%. Experienced in developing and executing impactful training programs and digital campaigns that align with business goals and regulatory standards. As a Senior QA Manager and Team Lead, successfully enhanced service delivery, reduced non-performing loans, and optimized customer engagement through collaborative, customer-centric strategies. Brings a strong mix of analytical thinking and strategic leadership, with a passion for driving continuous improvement and delivering meaningful outcomes across credit recovery and financial inclusion..

Skills

  • Management
  • Customer service
  • Accounting
  • Ms office
  • Excel
  • Portfolio Management & QA Reporting.
    10
  • ENGLISH
    10

Recommendations

Samuel Parmat

 8/10/2023
8

"Emmanuel juma is an adept person with the required skills in his area of expertise. During my interactions with him as a student leader he did his work with much needed enthusiasm and dedication.
I recommend him and vouch for him to be one of the best in this industry.
Regards
Samuel parmat
"

Experience

Emmanuel Juma

Work experience
  • Acorns Investment ltd. [January, 2022] – Present
  • Cross-Functional Leadership: Led both Quality Assurance and digital recovery teams, ensuring alignment with company policies, customer experience standards, and operational goals.
  • Training & Development: Designed and executed comprehensive training programs, including management and agent-level modules, supported by a customized Learning Management System (LMS).
  • Operational Support & Strategy: Provided hands-on support to operations teams, bridging QA insights with business objectives and optimizing internal processes for better service delivery.
  • Risk & Compliance Integration: Worked closely with risk and compliance units to enforce regulatory standards and streamline recovery workflows using data analytics and digital tools.
  • Client Relationship & Team Management: Managed frontline and backend teams, resolved customer issues within set turnaround times, and maintained high team morale and performance through coaching and mentorship.
  • Key Achievements
  • Reduced Non-Performing Loans: Brought down non-performing loan rates to below 5%, contributing to financial stability and better credit portfolio health.
  • Boosted Customer Satisfaction: Achieved and maintained a 90% customer satisfaction rate through quality assurance and efficient complaint resolution.
  • Enhanced Employee Performance: Improved overall staff performance by 18% through structured training programs and skills gap assessments.
  • Cut Recovery & Operational Costs: Reduced recovery costs by 20% and minimized overdue payments through strategic process improvements.
  • Lowered Default Rates: Partnered with Metropol CRB to enhance credit scoring processes, resulting in a 10% decrease in repeat defaulters.

Emmanuel Juma

Work experience
  • January, 2021 - December, 2021
  • Parttime
  • Key Responsibilities:
  • Managed day-to-day financial operations, including budgeting, expense tracking, and monthly reconciliations to support program activities and donor reporting.
  • Assisted in preparing financial reports and grant budgets, ensuring compliance with organizational and donor requirements.
  • Processed payments, maintained accurate financial records, and supported audit preparation by organizing supporting documentation.
  • Key Achievements:
  • Ensured 100% compliance with donor financial reporting deadlines, contributing to continued funding and program sustainability.
  • Improved financial record accuracy by 30% through systematic tracking and reconciliation of transactions.
  • Played a key role in streamlining payment processes, reducing processing time by 40% and improving vendor satisfaction.

Emmanuel Juma

Work experience
  • Key Responsibilities:
  • Oversaw daily revenue collection and reconciliation processes, ensuring accurate reporting in the general ledger by matching transactions with weekly bank statements.
  • Utilized the Bungoma Automated Revenue Management System (BARMS) to input financial data, generate reports, and track business revenue and expenditure.
  • Ensured compliance with revenue policies and procedures by verifying and coding invoices, receipts, and supporting documents for efficient filing and retrieval.
  • Led a small team of revenue clerks, providing oversight, mentorship, and performance evaluations to ensure accountability and productivity.
  • Collaborated with finance officers to support audit readiness, accuracy in records, and improved reporting efficiency.
  • Key Achievements:
  • Reduced revenue discrepancies by 25% through systematic reconciliation and timely reporting using BARMS.
  • Improved audit compliance by standardizing invoice coding and documentation processes across the team.
  • Streamlined monthly reporting turnaround time by 30%, enhancing the department's ability to make timely financial decisions.

Emmanuel Juma

Education
  • Bachelor of Commerce Finance Option

Related persons

Lucky Oula
celestine mohamed
Calvin Otieno
kipyegon victor
Japheth Tabu
Felix Ogonda
Loreengrace Mukuhi
Samuel Parmat
isaac wabukala
Anthony KiptoonManagement, Microsoft Word, Accounting
Cosmos Kamande
Martin NthenyaMicrosoft Office , Microsoft Word, English
Job Ndombi
Fidel GabrielResearch Assistant at International Centre of Insect Physiology and Ecology

Samuel Parmat

 8/10/2023
8

"Emmanuel juma is an adept person with the required skills in his area of expertise. During my interactions with him as a student leader he did his work with much needed enthusiasm and dedication.
I recommend him and vouch for him to be one of the best in this industry.
Regards
Samuel parmat
"