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

Experience

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
"