MERCY MUTANU MAKAU

mercymakau99@gmail.com
0718156170
PERSONAL DETAILS

GENDER:FEMALE LANGUAGES: ENGLISH AND SWAHILI

NATIONALITY: KENYAN YEAR OF BIRTH:1999

CAREER OBJECTIVE

 To work in a dynamic professional environment with a team of individuals dedicated to

propel a progressive organization towards achieving a competitive edge; meeting set
goals/targets and exceeding expectation.

SKILLS AND ABILITIES

 Knowledge of customer service principles and practices

 Call centre telesales and techsales
 Honest and reliable
 Adaptability and multi-tasking
 Data entry and typing skills
 Ability to work with targets and tight deadlines
 CRM systems and practices
 Excellent interpersonal, written and spoken communication skills.
 Attention to detail
 Sales and Marketing
 Responsible and team player
 Computer proficient:
 Basics of Computer
 Ms-Office
 Ms-Word
 Ms Excel

EDUCATION
2016-2021 Karatina University B. Economics
Grade: (Second Class Honours Upper Division)

2012-2015 Kisau Girls’ Secondary School KCSE

Grade: (B+ 71 Points)

2007-2011 Kiluluini Primary School KCPE

Marks: (386/500 Marks)
WORK EXPERIENCE
2023-06-Present Customer Retention Officer: Ison Xperiences ltd Duties
and Responsibilities

 Build positive relationship with customers and business associates through open and
interactive communication
 Develop aggressive retention strategies based on customer feedback, complaints and
behaviour.
 Negotiate with customers to renew subscription on time before disconnection
 Demonstrate proficiency in technical troubleshooting of all product lines and provide
relevant information and directions to customers.
 Handling customer complaints,providing appropriate solutions and alternatives within
given time around time
 Meeting conversion KPIs through upsales and cross sales
 Escalate relevant customer concerns to supervisor for speedy resolution

2022-09-2023-05 Business Development Officer: Mullah Pride Limited

Duties and Responsibilities

 Verify information provided by applicant by doing thorough due diligence to achieve

KYC while mitigating risk of bad debts
 Generate new customer business monthly by conducting market research and field visits
to identify and collect credit report on new business opportunities
 Obtain relevant customer information and documents about financial resources to
determine credit worthiness of applicant
 Undertake personal visits to confirm residential and business address
 Evaluating customer's business and earnings to determine credit limit
 Reviewing open accounts for collection efforts while building trust with customers for
future business
 Collect customer payments in accordance with payment due dates
 Update client accounts on time and keep clear records in adherence to SOPs
 Compliance with legal and regulatory authorities and market trends.
 Achieved and surpassed disbursement/sales targets and collections targets monthly
through networking,referrals,occupational and special interest groups

2022-02-2022-08 Debt Collection Agent: Grola Tech Limited Company Duties and
Responsibilities
 Keep track of assigned accounts
 Plan course of action to recover owed money
 Locate and contact 100+ debtors,daily to inquire outstanding payments
 Negotiated payoff deadlines,payment plans and discounts with loyal clientele, resulting to
95%+ customer retention
 Resolved customer complaints, ensured calls are handled in a professional and prompt
manner
 Build trust with debtors to maintain good client relationship
 Update account status and database on time to necessiate future borrowing
 Recognized for exemplary performance at debt collection overdue category
2021-10-2022-01 Insurance Sales Agent: Pioneer Insurance Company Ltd
Duties and Responsibilities

 Increased insurance sales to businesses and individuals from 45% to 60%

 Interview prospective clients to obtain data about financial resources and needs
 Customize insurance programs to suit individual customers
 Calculate premiums and establish payment method
 Contact underwriting if needed and submit compliance forms for company guidelines and
requirements
 Developed clientele from 10 to 100+ through networking, referrals, occupational, and
special-interest groups

HOBBIES
 Socializing and making friends
 Watching and attending seminars involving corporate world and trade summits
 Team building activities
 Watching documentaries

LEADERSHIP
 Treasurer Young Christian Society (YCS) committee Kisau Girls'
 Proposed Team Lead,Mullah Pride Ltd
 Secretary Karatina University Students Association

REFEREES
1. Evans Odiwuor
. Senior Collections Manager
Mullah Pride ltd
Email odiwuorevance@gmail.com
Tel: +254700914956
2. Isaiah Omer
Human Resource
Ison Xperiences ltd
Email isaiah.omer@isonxperiences.com
Tel :+254706402721
3. Jimmy Mutua
Branch Manager
Pioneer Insurance
Tel :+254718190747