Arnoldah Sosi
Nairobi
Summary
Effective General Clerk Associate Representative with a strong adminstrative office background. Known for high productivity levels and the ability to efficiently complete tasks, ensuring smooth operations. Skilled in data entry, file management, and scheduling, with strong capabilities in multitasking and prioritizing workloads. Excel through communication, problem-solving, and adaptability, contributing to team success and operational excellence.
Overview
6
6
years of professional experience
Work History
General Clerk Associate Representative
Cigna Healthcare
08.2023 - Current
- Supporting claims processing from providers and members.
- Maintaining healthy TATs by striving to meet targets and prioritizing work.
- First-hand sorting, classifying, and processing of claims.
- Upheld teamwork by contributing to and supporting peers with the buddy system.
- Maintained confidentiality on sensitive information.
- Upheld accuracy and efficiency in all processes.
- Reviewed financial statements prior to submission to ensure accuracy.
- Maintained accurate records of all documents filed or processed.
- Assisted with data entry, filing, sorting mail, and other office duties.
- Prepared invoices for payment processing.
Customer Service Representative
Dlight Solar Kenya
Nairobi
01.2021 - 07.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns by ensuring 100% customer satisfaction.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times by resolving escalated issues within shortest time possible.
- Responded to over 100 customer requests for products, services, and company information through different communication platforms.
- Utilized customer service software to manage interactions and track customer satisfaction through CRM tools.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Promoted available products and services to customers during service, account management, and order calls.
- Reached out to customers after completed sales to suggest additional service or product purchases. I ensured 95% campaign utilization.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity by strictly adhering to KPIs standards.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals having awarded as Top QA agent for maintaining 95% customer support experience.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Upsold to over 200 clients monthly surpassing set targets by management.
Customer Service Executive
Irianyi Tea Sacco
Kisii
01.2020 - 01.2021
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to over 100 customers on daily engagements upon inquiry and answered questions via phone, email, or online chat.
- Informed customers of upcoming promotions and deals which in return boosted sales by 20% within 2 months.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Answered customer telephone calls promptly to avoid on-hold wait times by ensuring AHT targets were effected by 100%.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
Assistant Laboratory Technician Intern
The Biotechnology Research Centre. KALRO
Nairobi
09.2019 - 12.2019
- Prepared reagents, media and solutions to use for laboratory testing and analysis.
- Monitored testing procedures to meet criteria and maintain quality control.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Developed and implemented new protocols to improve accuracy of laboratory results.
- Interpreted laboratory results to provide technical advice to scientists to provide realtime reporting.
- Prepared samples for analysis by performing complex sample preparation tasks.
- Analyzed results using analytical software and created reports.
- Maintained documentation on tests performed in lab to ensure 100% accountability.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Organized, labeled, and stored chemicals, reagents, and other materials.
Education
Certificate - Digital
Coursera
01-2022
Bachelor of Science - Agricultural Biotechnology
University Of Eldoret
Eldoret, 4411.2019
Some College (No Degree) - Computer Packages
Elgon View College
Nyamira, 3803-2015
Skills
- Sales expertise
- Proficient in MS tools
- Knowledgeable in CRM software
- Excellent communication skills
- Data entry
- Customer Support
- International sales support
- Time management
- Team leadership skills
- File and database management
- Database entry
- Administrative tasks
- Complaint resolution
- Creative problem solving
- Claims processing
References
- Gladys Mwangi, Cigna Healthcare,
- John Owino Ogolloh, Accounts Manager, DLIGHT Kenya,
- Dr. Kennedy Pkania, HoD Biotechnology Department, The University of Eldoret, +254 728081396, kenpkania@gmail.com
Languages
- English
- Swahili
Personal Information
Gender: Female
Timeline
General Clerk Associate Representative
Cigna Healthcare
08.2023 - Current
Customer Service Representative
Dlight Solar Kenya
01.2021 - 07.2023
Customer Service Executive
Irianyi Tea Sacco
01.2020 - 01.2021
Assistant Laboratory Technician Intern
The Biotechnology Research Centre. KALRO
09.2019 - 12.2019
Certificate - Digital
Coursera
Bachelor of Science - Agricultural Biotechnology
University Of Eldoret
Some College (No Degree) - Computer Packages
Elgon View College