Mathews Chindo

• Ensures adherence to company policies on confidentiality and data security. • Prepares, compiles, sorts, and verifies documents for accurate data entry, • Processes over 500 data entries daily with 99.9% accuracy, achieving a 93% cumulative success rate based on speed and precision. • Conducts data verification and regular audits, reducing errors, improving consistency by 20%, and enhancing overall efficiency. • Initiates weekly review meetings via zoom to identify and resolve discrepancies, strengthening data integrity. • Generates customized reports for data analysts using the Docufree app, supporting data-driven decision-making.

• Handles client calls to address needs, complaints, and product education, including 3-way calls for prospect verification and next-of-kin details. • Proactively contacts dormant customers to resolve issues and minimizing defaults through follow-ups; maintaining service quality and boost retention. • Handles inbound and outbound calls for payment inquiries, providing reminders and detailed breakdowns of solar products and product education. • Handles inbound and outbound calls for troubleshooting of service disruptions, diagnosing and resolving 80% of technical faults remotely. • Conducts surveys via phone call to verify repairment of damaged solar products, resulting in a 25% increase in customer satisfaction scores (measured via post-interaction surveys). • Utilizes ticketing systems Zendesk and Ameyo to log, track, and escalate unresolved issues, maintaining 95% SLA compliance. • Receives and resolves customer queries promptly, achieving a 95% first-call resolution rate while proactively listening to ensure efficient handling and adherence to quality standards. • Resolves inquiries promptly via phone, proactively listening to maintain high service standards and customer satisfaction. • Reports critical customer issues to call centre team managers, facilitating immediate management actions that reduced escalation times by 40%. • Documents customer and product data in systems, that is; tickets received, resolution rates and initiating corrective actions to uphold excellence.

Built relationships with 50+ small-scale businesses (marketeers), driving 20% company growth in 4 months. • Negotiated loan agreements, increasing approval rates by 30% and reducing defaults through client training. • Conducted field outreach for client acquisition, follow-ups on missed payments, and collateral assessments, improving security evaluation by 16%. • Reviewed/updated credit files and approved loans up to K25,000 per company guidelines.

Monitoring and Evaluation, Certificate

University of Zambia

August 2019 - September 2019

Field: Monitoring and Evaluation, Certificate

Monitoring and Evaluation, Certificate

Project Management, Certificate

University of Zambia

August 2019 - September 2019

Field: Project Management

Certificate