Experience

My 1Health

• Kenya
• Hospitals and Health Care
• 1 - 100 Employee

• International Patient Support Supervisor

  • Jul 2022 - Present

  - Drive Excellent performance & maintain highest level of customer-centric care from the International patient support Team - Ensure Team is always aligned and constantly motivated towards achieving its set targets. - Planning and execution of targets for individuals and teams overall so the overall business target is achieved - Recruiting, hiring and induction training of all new staff - Assigning cases to relevant staff members to be executed timely - Creating SOPs for the company that the team can adhere to as standard process - Devise innovative and effective ways to optimize current procedures and processes for better outcomes - Ensure compliance from the team to all company policies for attendance, set procedures, scripts and templates - Keeping management informed on arising issues and challenges - Conducting and planning team training sessions and weekly team meetings Show less



International Medical Treatment Ltd

• Senior Client Coordinator

  • Dec 2019 - Present

  - Engage with new patients to answer questions on our network of medical facilities in India, Turkey, Thailand, Singapore, Malaysia, UAE, UK, Egypt, and South Africa- Coordinate with partner hospitals and doctors to get information on the patient’s medical condition, treatment options, cost, and length of treatment etc. - Arranging video consultations, in-person appointment bookings, comprehensive second medical opinions, overseas medication delivery for patients.- Assist and advise on accommodation booking, visa processing, insurance coverage, flight bookings and airport pickup/ground transportation- Coordinate with patients, provide emotional support and ensure that patients are well looked after during their treatment. - Providing and digesting complex medical terminology about disease processes, medications, and treatment options to patients and families- Communicating with patients via phone calls, chat/CRM platforms or email to request medical information and provide updates about treatment plans, appointments, telemedicine, and other details relevant to their planning- Establish close relationships with patients, building rapport and trust with patients in an empathetic manner.- Maintain accurate and timely documentation of all patient’s medical records, DICOM images and complete reporting requirements according to organization standards.- Track patient information, schedules, files, and forms in strict confidentiality in accordance with department and organizational policies.- Outreach to patients after primary care appointments to ensure excellent service, schedule future appointments and request for referrals. Show less

• Client Coordinator

  • May 2018 - Nov 2019



Sanergy

• Belgium
• Construction
• 1 - 100 Employee

• Laboratory (QHSE) Fellow

  • Jan 2018 - Apr 2018

  - Inventory management and weekly stock staking of general inventory items. - Update, prepare and align Standard Operating Procedures to ISO Standards. - Attend & conduct weekly trainings on material safety data sheets and standard operating procedures as well as scrum meetings as to plan to resolve all issues assigned. - Involved and exposed to chemistry & microbial analysis such as Electrical Conductivity,pH, Moisture Content, Bulk Density & Free Air Space, E.coli, helminths, germination and solvita tests. - General Lab & equipment maintenance, cleaning and generation of reports on all conducted tests. - Ensure no stock-outs in the lab for chemicals and general supplies. - Sourcing out quotations for required items. - Raise Procurement Requests (for service and stock items) and follow up with procurement on Purchase Order generation. - Sample reception and update accordingly on the Service Level Agreement data sheets. - Manage the Service Level Agreement document accordingly, ensure it is up to date and timelines are being met as per the set target. - Pack samples, prepare submission letters, raise fleet requests and ensure samples are shipped out on time to respective external labs. Show less



JUMIA KENYA

• Kenya
• Technology, Information and Internet
• 700 & Above Employee

• Client Service Associate

  • Oct 2017 - Jan 2018

  - Initiating outbound calls & handling customer inquiries and complaints. - Excellent knowledge of services as to solve client issues, provide information and troubleshoot problems. - Escalating client issues & unresolved problems via Skype and Email to the relevant operators, departmental heads & managers. - Performing audit on failed deliveries. - Prioritizing & following up on next day fleet deliveries as to ensure in & on-time deliveries as per client requests. - Documenting of all call information as per Standard Operating Procedures and keeping an updated data base for recording purposes, solving future client issues & avoid repeat calls. - Cross & Up -selling of products and services. - Liaise with and follow up on Delivery Associates to ensure timely & up-to par service delivery to clients. - Excellent maneuvering of internal company systems; the Hub Management Tool(HMT) & Order Management System(OMS) to access client information and track order statuses. - Scheduling orders to preferred dates within the Service Level Agreement(SLA), initiating confirmation of both successful deliveries & cancellation of orders past SLA or as requested by client. - Making replacement orders on client's behalf as well as tracking route history for packages as to advise accordingly. - Follow up on orders made countrywide, those destined for nearby & remote pick up stations & Postal Corporations, as well as fleet deliveries such as Wells Fargo. Show less



Oloolaiser Water and Sewerage Company Ltd.

• Technical/Lab Operator

  • Feb 2017 - May 2017

  - Acting as lab technologist- carrying out chlorine residue & pH tests - Assisting in plant operations such as cleaning of flocculators & filter units, back-washing of filter medias - Addition of chemicals and regulation of high & low lift pumps. - Acting as lab technologist- carrying out chlorine residue & pH tests - Assisting in plant operations such as cleaning of flocculators & filter units, back-washing of filter medias - Addition of chemicals and regulation of high & low lift pumps.



NHIF

• Administrative Associate

  • Oct 2016 - Jan 2017

  - Receiving of registration and amendment forms from clients - Registration of new members - Capturing of registration forms in the NHIF system - ICT functions on printer and computers. - Filing of documents manually and electronically. - Customer Care Service. - Scanning and merging of photos of applicants to be included to NHIF smart cards. - Overall Office Management Processes - Receiving of registration and amendment forms from clients - Registration of new members - Capturing of registration forms in the NHIF system - ICT functions on printer and computers. - Filing of documents manually and electronically. - Customer Care Service. - Scanning and merging of photos of applicants to be included to NHIF smart cards. - Overall Office Management Processes



Laboratory & Allied Ltd.

• Kenya
• Pharmaceutical Manufacturing
• 1 - 100 Employee

• Lab Attaché

  • Aug 2013 - Sep 2013

  - Exposure to different departments including: - Quality Control- e.g. Material Sampling, Weighing samples, Disintegration & Friability Tests for tablets, pH test for samples, microbiology(media preparation, environmental monitoring, incubation & counting) - Quality Assurance- e.g. Temperature & humidity recording\/monitoring, First Aid, Ensure Quality Standard Operating Procedures, Labeling system of products, equipment & rooms. - In-Process Quality Assurance- e.g. Disintegration & Friability test for tablets, Measure Tablet diameter, thickness, hardness & weight. - Packaging- Labeling, Blister-packing(capsules), Strip packing(tablets), Sachet packing & bulk packing - Production-e.g. Granulation, Blending, Tablet Compression, Blistering, Filling & Sealing, Tablet Coating, Capsule Filling, Liquid Manufacturing, - Regulatory Affairs- e.g. Ensuring compliance of products with the Pharmacy & Poisons Board(PPB) - Sterile Preparations- To sterilize vials, ampoules, garments, gloves etc. - Sales & Marketing- e.g. Display price list of products, take concerns from customers, organize export & import of products via necessary documentation. - Warehouse & Dispensing. Show less