Experience

Cigna Healthcare Global Individuals

• United Kingdom
• Wellness and Fitness Services
• 100 - 200 Employee

• Customer Service Representative

  • Sep 2019 - Present

  Role Scope: Tasked with identifying, analysing and addressing client health insurance needs and inquiries in an accurate and timely manner including policy content, eligibility, hospital admission procedures, reimbursement and submission of claims. Core Contributions ➽ Handling in and out bound email and telephone communication from 500+ clients per week regarding their health insurance in a professional, compassionate and supportive manner to enhance patient satisfaction. ➽ Cut delayed settlements by escalating information to the line manager regarding client needs and inquiries when necessary and appropriate for a detailed and technical approach. ➽ Compiles, maintains and updating detailed and confidential client information including aspects interactions, transactions, inquiries, complaints, comments, and actions taken regarding the client’s account. ➽ Manages and offers orientation to at least 10 trainees that join the team every quarter. ➽ Handles External Partners Engagement by providing single point of contact communication with 5 NGOs and IGOs affiliated with Cigna on member eligibility issues. ➽ Facilitates Continuous Improvement through communications and knowledge management serving as a lead trainer on organizational communication and communication systems; develops and constantly evaluate the teaching materials to suit the evolving operations. ➽ Collaborates with the client management team and the executive team in the onboarding process, implementations, complaint handling and following up on escalated issues. ➽ Delivers 100% resolution and uptime support for emergency cases on Guarantee of Payment requests, urgent enrolment of persons and eligibility of members to medical facilities while exceeding Service Level Agreements for Emergency Response. Show less



Aga Khan Academy, Nairobi

• Kenya
• Education Management
• 1 - 100 Employee

• French Tutor

  • Apr 2019 - Sep 2019

  The Aga Khan Academy is a private, co-educational not-for-profit school situated in the Parklands neighborhood of Nairobi. Core Contributions ➽ Developed the language enrichment program that focused on using French outside the class setting with the aim of building the learner’s confidence; this yielded 85% growth in new French learners. The Aga Khan Academy is a private, co-educational not-for-profit school situated in the Parklands neighborhood of Nairobi. Core Contributions ➽ Developed the language enrichment program that focused on using French outside the class setting with the aim of building the learner’s confidence; this yielded 85% growth in new French learners.



Brookfield Schools, Karatina

• Karatina, Kenya

• French Teacher

  • Jan 2016 - Apr 2018

  Brookfield Academy is a Day and Boarding primary school situated in Karatina, along Nairobi – Nyeri highway. Core Contributions ➽ Developed and implemented lesson plans that fulfilled the requirements of Brookfield’s bilingual curriculum program, using appropriate instructional and learning strategies, activities, materials, and equipment. ➽ Conducted termly assessments of 200+ students to assess language proficiency and used the results to analyze and improve study methods and instructional activities. Show less