Experience

Mayfair Insurance Company Limited

• Kenya
• Insurance
• 1 - 100 Employee

• Customer Service Executive

  • Apr 2021 - Present

  Working with product business teams to deep dive root cause of issues within the business circle and drive root cause resolutions Act as a liaison between staff and external customers regarding products and services and suggest on enhancement for customer retention. Engage Cross Functionally: Effectively partner with Claim Analysts, Underwriting teams, Marketing department and Finance and other group departments to effectively ensure business runs smoothly. Share information to prioritize initiatives and communicate regularly to senior leaders and teams across organization on any changes or suggestions for business success. Support and provide superior service to customers; address customer issues and ensure effective and long-term problem resolution. Handling of confidential personal and business information with discretion. Show less



AAR HEALTHCARE KENYA LIMITED

• Kenya
• Wellness and Fitness Services
• 200 - 300 Employee

• Client Relations Specialist

  • Oct 2015 - Apr 2021

  Overcome complex service delivery challenges, make high-stakes decisions using experience-backed judgment, strong work ethic and irreproachable integrity. •Essay a crucial role in enhancing operational efficiency by increasing communication within systems, customers within the outpatient center’s through NPS and following through executing multiple systems-wide data cleaning & re-segmentation exercise to capture patient’s biodata correctly.•Pivotal in introducing new prospect and customer segmentation structure across the whole business operations while identifying loops within communication process from the reception to the final point of billing, streamline the use of signage to capture the services not known to the clients which improve the quality of targeted messaging for direct marketing.•Streamline ordering and bill payment though signing of invoices before billing which will effectively reduced our rejections by 5%, issuance of receipts with every transaction hence steering transparency, clear and open communication on consultation rates, lab tests rates and specialist services rates. This has continuously earning us trust with our clients. Show less

• Digital Marketing & Creative Content Assistant

  • Oct 2017 - Apr 2019

  Coming up with creative content for the website and the Social Media Pages for the company. Helping in answering questions from patients online,coming up with creative content for the companies screens around the different Out Patient Centers.



SevenSeas Technologies Group

• IT Services and IT Consulting
• 1 - 100 Employee

• Knowledge Management and HR Assistant Intern

  • Sep 2014 - Dec 2014

  Selected to produce strategies to improve the HR department and the Internal IT department. Manage information accessibility to employees, file auditing, come up with strategies to improve the company’s organogram and focus on programmes that brought about business growth, technology advancement and process improvement. •Played a key role in a drop box migration of the company’s information to make it easily accessible to a large number of employees under one cloud. •Came up with an organogram for the company. Showing the different team structure & role definition, delivery methodology, and compliance. Ensured the new Document structures for the respective departments were approved and followed. •Researched and came up with an analytical reporting and performance measurement and metrics tool to rate the online engagement response rate. This helped the digital marketers to know what to post when and how hence in the long run helped in end-to-end solution delivery. In addition, this assisted in running reports and giving consistent numeric of our online engagement. •Entrusted with additional responsibilities of ensuring the screens of the company were up and running with the company’s content i.e. SST Weeklies which included the did you know segment, birthdays, company history and all the company’s activities lined up for the week. •Took up the initiative to do a file audit and file arrangement for the 70 employees of the company to ensure that every employee had all the requirements including their KIPs, JDs, KRA, NHIF, NSSF Certifications and Licenses’ were available and up to date. •Played a key role in preparing deal breakers for interviewees, calling candidates for their interviews, sitting in on the interviews, and ensuring the HRs processes and procedures were followed in recruitment, selecting, training, induction, orientation and evaluation process for all the employees Show less