WILLIAM AMBAYO

I am a highly motivated and dedicated individual with a strong academic foundation and a wealth of professional experience. I earned my undergraduate degree with honors in Economics and Sociology from Egerton University, a testament to my commitment to academic excellence. Currently, I am pursuing a Master of Science in Project Management at Jomo Kenyatta University of Agriculture and Technology, where I am deeply engaged in my thesis work.

My professional journey has been marked by a six-year tenure in the field of customer service, with four years of that valuable experience gained at Safaricom, a leading telecommunications company, and an additional two years at Watu Africa. This extensive background has equipped me with excellent communication and interpersonal skills, allowing me to consistently deliver exceptional service to customers.

In addition to my customer service roles, I have diversified my skill set by serving as a security personnel, ensuring the safety and well-being of others. Furthermore, I hold a valid driving license with seven years of driving experience, making me a reliable and responsible driver.

My academic pursuits and professional experiences have shaped me into a well-rounded individual, capable of managing projects effectively, providing exceptional customer service, and maintaining a strong focus on safety and security. I am excited about the opportunities that lie ahead and am eager to leverage my skills and experiences to contribute to future endeavors and make a positive impact on both academic and professional fronts.

2022/07/11 TO DATE. Recovery officer at WATU CREDIT. 

Duties and responsibility. 

 Monitor and control the assigned Assets in my Portfolio using Company GPS WOX. 

 Identified and engaged, for the purposes of loan compliance, the overdue clients who have failed to comply with the contractual payment schedule, and where the telephone follow-up is deemed not effective. 

 In cooperation with other members of the Asset Finance Recovery team, I prioritized the collection assignments in accordance with our collection policy. 

 I adopted the best client handling and debt collection strategy to the Recovery Team and the Head of Asset Finance Recovery such as client mobile phone tracking for the non performing loanees. 

 I used GPS wox tracking technology in identifying the location of the collateral and approaching the client at the field. 

 Identifying and applying the most efficient communication tactics to persuade overdue clients to close their loans and return to payment compliance. 

 Repossessing collateral once all previous communicational attempts have failed. 

 Maintaining records and providing daily feedback on the outcome of assignments and the number of collections to the Head of Asset Recovery. 

 Providing training and sharing knowledge with new employees/interns/trainees employed by the Company within the team. 

2021/07/12 TO 2022/07/01. Senior Field Intelligence Officer, Tugende Limited. 

Duties and Responsibilities. Operations support. 

 Ensured all client security issues are dealt with integrity and in a timely manner.  Supported the field team in coordinating collection and recovery operations. 

 Ensured all field operations conducted by the Field Officers are managed effectively, with safety & care. 

 I coordinated all security-related measures for Tugende, including making reports and follow-ups with police and other relevant authorities. 

 Maintain proper record keeping and timely reporting on any security and safety threats to the company. I ensured safe custody of all company property/assets at all times. 

 I advised the company on all security-related matters both internally and externally as well as participate in taking corrective/preventive actions on such matters. 

 I was mandated to supervise the day and night time security guards. 

2017 TO 2020: Safaricom PLC. Customer Experience Executive. Eldoret Contact Centre. 

Duties and Responsibilities. 

 Customer Relationship Management. I was responsible to Oversee day-to-day customer operations. 

 Customer Care Phone Call Management: Manage all inbound calls through our customer care lines and also Escalate customer issues to respective executing officers. 

 Customer Care Emails Address Correspondence: I managed the main customer service email address to ensure prompt, and factual responses within the timeline.

o September 2020 – December 2022. 

Jomo Kenyatta University of Agriculture and Technology, 

Master of Science, Project Management. 

o August 2013- July 2017: 

Egerton University, 

Bachelor of Arts, Economics Sociology and Criminology.