AGNES MUKUMBU
Nairobi
Summary
International Business Development Manager with extensive experience at Burjeel Holdings, recognized for driving significant revenue growth and enhancing customer satisfaction. Proven expertise in strategic leadership and partnership development, resulting in expanded market presence. Utilized data analytics to inform strategic decisions and promote effective cross-functional collaboration.
Overview
13
13
years of professional experience
Work History
International Business Development Manager – Africa
Burjeel Holdings
Abu Dhabi
01.2025 - Current
- Provide strategic leadership for international patient support and management across African markets, ensuring a seamless end-to-end care journey from inquiry to treatment.
- Build and sustain high-value partnerships with insurers, medical tourism companies, corporates, consultants, and healthcare networks to drive referral growth, revenue, and enhanced customer experience.
- Unlock and develop new African markets by aligning Burjeel’s advanced healthcare solutions with country-specific healthcare needs and market opportunities.
- Strengthen Burjeel’s regional positioning through representation at conferences, expos, and senior stakeholder engagements to enhance brand visibility and lead generation.
- Collaborate cross-functionally with clinical, operations, and service teams to streamline processes, reduce turnaround times, and elevate international patient experience.
- Deliver strategic insights on market trends, competitive activity, and patient demand patterns to guide commercial planning and executive decision‑making.
Chief Business Development Officer
Radiant Group of Hospitals
09.2023 - 12.2024
- Analyzed healthcare market trends and collaborated with key stakeholders to shape growth and customer experience strategies.
- Set clear KPIs and leveraged technology to enhance customer experience across all facilities.
- Regularly assessed performance metrics, gathered patient feedback, and adapted strategies to ensure continuous improvement.
- Developed structured conflict‑resolution systems and feedback mechanisms, reducing negative feedback by 20%.
- Led budgeting, resource allocation, and financial performance reviews to support commercial objectives.
- Streamlined consultant onboarding and reactivation across 15 specialties, increasing patient numbers from 85% to 95% of target and raising patient retention from 75% to 92%.
- Improved customer satisfaction index to 94% and provided competitive insights to maintain market alignment.
Business Development Manager
Radiant Group of Hospitals
08.2022 - 09.2023
- Executed regional business growth strategies and enhanced patient experience through targeted interventions.
- Strengthened relations with insurance partners and strategic external stakeholders.
- Contributed to budget development, financial review, and action planning to drive performance.
- Led market intelligence, competitive analysis, and identification of new business opportunities.
Business Development Manager
LifeCare Hospitals
04.2021 - 06.2022
- Led the development and execution of growth and customer experience strategies.
- Successfully launched LifeCare Hospitals–Kikuyu Branch, achieving Level 4 accreditation.
- Increased customer satisfaction index from 38% to 62% through enhanced ward engagement.
- Achieved 96% of revenue targets, 147% growth in insurance business, and 150% growth in credit portfolio.
- Strengthened community engagement achieving 82% conversion on targeted service lines.
- Managed the BD team contributing 88% to the overall institutional budget.
Account Executive Officer
M.P. Shah Hospital
11.2018 - 03.2021
- Supported patient journey and service visibility across 26 departments, achieving 98% of overall performance targets.
- Coordinated successful medical symposiums, community campaigns, and digital engagement initiatives.
- Increased outpatient footfall to 105% of target and introduced innovative customer experience tools.
- Contributed to revenue growth and development of patient-focused initiatives.
Client Relations Officer
The Nairobi Women’s Hospital & Gender Recovery Centre
09.2016 - 11.2018
- Eliminated negative social media escalations from 10 daily to zero through proactive patient engagement.
- Improved satisfaction scores across key touchpoints to 80% and above.
- Secured corporate contracts resulting in 108% growth in credit portfolio.
- Strengthened insurance relations achieving 96% of revenue targets.
Head of Hospitality & Support
The Nairobi Women’s Hospital
12.2012 - 09.2016
- Developed SOPs and operational policies for hospitality services across multiple branches.
- Managed centralized linen, catering, and housekeeping operations to ensure efficiency and quality.
- Achieved a 97% COHSASA audit score for service excellence.
- Coordinated large‑scale staff events with budgets exceeding KES 2.8M.
Education
MBA - Strategic Management
University of Nairobi
Kenya01.2024
Bachelor of Commerce - Human Resource Management
University of Nairobi
Kenya01.2021
Diploma in Business Management -
Kenya Institute of Management
Kenya01.2016
Certificate in Business Management -
Kenya Institute of Management
Kenya01.2015
Skills
- Strategic leadership and execution
- Business development and market expansion
- Customer experience management
- International patient journey oversight
- Revenue growth and sustainability
- Partnerships and stakeholder engagement
- Product and service development
- Digital transformation and integration
- Operational excellence and improvement
- Data analytics and performance optimization
- Healthcare business growth
- Corporate communication strategies
- Stakeholder management practices
- Patient experience enhancement
- Consultant empanelment processes
- Insurance partnership oversight
- Growth strategy development
- Private health facility administration
- Cultural competence and sensitivity training
- Data-driven decision making techniques
- Cross-functional collaboration initiatives
- Community engagement and advocacy efforts
- Values-driven leadership principles
Accomplishments
- Empaneled and managed consultants across diverse specialties, improving clinic operations and raising patient retention from 45% to 68%.
- Implemented a comprehensive Patient Experience Strategy, reducing TAT from 130 to 87 minutes and improving customer satisfaction from 40% to 60%.
- Established a central call center and feedback system that significantly reduced negative feedback and improved service responsiveness.
- Achieved 96% sustained business growth across Radiant branches, strengthening overall commercial performance.
- Developed high-impact healthcare products—including ANC packages, dialysis packages, wellness programs, and corporate solutions—driving consistent monthly growth.
References
Available upon request.
Industry Expertise
- Healthcare Business Development
- Corporate Communication
- Stakeholder Management
- Patient Experience Strategy
- Consultant Empanelment
- Insurance Partnership Management
- Growth Strategy Formulation
- Private Health Facility Management
Timeline
International Business Development Manager – Africa
Burjeel Holdings
01.2025 - Current
Chief Business Development Officer
Radiant Group of Hospitals
09.2023 - 12.2024
Business Development Manager
Radiant Group of Hospitals
08.2022 - 09.2023
Business Development Manager
LifeCare Hospitals
04.2021 - 06.2022
Account Executive Officer
M.P. Shah Hospital
11.2018 - 03.2021
Client Relations Officer
The Nairobi Women’s Hospital & Gender Recovery Centre
09.2016 - 11.2018
Head of Hospitality & Support
The Nairobi Women’s Hospital
12.2012 - 09.2016
MBA - Strategic Management
University of Nairobi
Bachelor of Commerce - Human Resource Management
University of Nairobi
Diploma in Business Management -
Kenya Institute of Management
Certificate in Business Management -
Kenya Institute of Management