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Work Background
Cigna Health Benefits International Customer Service Representative - Communication department
May. 2019 - Jun. 2021Nairobi, Kenya• Direct contact and interaction with the customers and clients and ensure that through my services, the organization’s portrayed positively.
• Responsible for managing some portfolio of clients, engage with them and build relationships for their retention and further referrals in a bid to meet and surpass the stipulated & standardized SLAs.
• Ensured that the relationships built with clients were lasting and beneficial hence yielding into loyalty and retention of the business. • Help our customers through e-mail or phone by providing them information, interpret their feedback for a more informed and focused interactions (Customized Customer Approach to ensure that they are sated).
• Maintain accurate files on all membership updates, the market trends and product evolvement ultimately for product development.
• Checking my e-mails and answering the most pressing questions of my key accounts
• Attend team meetings and team buildings to enhance cohesion and team spirit
• As a team, we organized some initiatives (based on the feedback we got) geared at improving the company-client relations. •To monitor and evaluate as an individual and as a team the impact of my/our performance
• Work on my recommendation(s) to improve the team process.
• Rewrite my priority checklist to make sure I meet the deadlines of a given period
• Was in the company’s Community Service Response committee
• Orienting the new staff in our department and assisting them to navigate through the systems
Ngong Veg LimitedM.D's Personal Assistant
Mar. 2019 - May. 2019Ngong Kenya
Resolution Insurance KenyaBranch Administrator
Jul. 2018 - Mar. 2019Kisumu Kenya
Resolution Insurance KenyaBranch Administrator
Mar. 2018 - Jul. 2018Kisii KenyaAdministration and Finance duties
Resolution Insurance GroupClient Service Professional
Mar. 2017 - Mar. 2018Resolution Insurance NairobiCustomer Service Personnel
IpsosResearch Assistant
May. 2013 - Mar. 2016Lavington, James Gichuru Road, NairobiWorked in the Ipsos studios. Worked on the Radio, T.V and print to collect the required material for different companies
• Analyzed data to the specifications of the client and sent it to them on time.
• Answered any query from the client regarding any omission or addition
• Caller aided Telephonic interviews to conduct research.
• Entry of the physical data collected
• Coding of the data collected
• Transcribing recorded material
• Translation of material from one language to another.
• Field research.
o The 2015 Nov/Dec SPEC(Social, Political and Economic Census)- the Eastern region
o Numerous customer and employee satisfaction surveys around Nairobi and its environs
o Agriculture/farmer surveys – Rift Valley and Central Regions
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