Brian Gitau Ngugi
Nairobi
Summary
Driven to learn quickly, advance computer proficiency and training in industry operations. Solid background in field and office settings supporting team needs. Flexible and hardworking team player focused on boosting productivity and performance with conscientious and detail-oriented approaches.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Majorel Kenya
11.2022 - Current
- Handling and responding to calls, emails, chats and raised/queried cases by clients/customers.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Effective escalating of queries for senior team authorization where necessary/required.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
CCI Kenya
02.2021 - 10.2022
- Receiving and responding to incoming calls and emails.
- Making outbound calls to clients/customers
- Escalating client queries that require senior team authorization/intervention.
- As a team captain for my team, I assisted my team lead in compiling reports on the various customer service activities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Underwriting Assistant
The Kenyan Alliance Insurance Co. Ltd
02.2019 - 10.2020
- Underwriting of Insurance: Analyzing various risks for insurance, generating quotations, booking of business into the system and dispatching various insurance policies to clients/customers
- Served bankers, internal staff and borrowers by offering alternative options and explaining credit decisions.
- Supported review, acceptance or denial of new or renewal business after carefully reviewing all information.
- Produced ad hoc reports and documents for senior team members.
- Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
- Trained and delivered feedback to two-person underwriting team by coaching subordinates on underwriting policies and decisions.
- Business Development: Marketing and promoting company products to new markets and businesses while strongly establishing the company’s presence in the market area and work towards meeting set targets endued for the branch
- Handling and resolving client queries while enhancing effective service delivery to customers
- Undertaking Reports: Submitting daily, weekly and monthly reports for business review on performance and productivity
- Claims Assistant: Receive and register claims in the system and generating letters for the claims payment process as advised by my supervisor.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Examined potential loss stemming from catastrophe, severity or frequency of possible loss.
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
- Copied, logged and scanned supporting documentation and placed all information in client files.
- Supported review, acceptance or denial of new or renewal business by providing risk analysis to the Assistant Underswriting Manager.
- Assisted Assistant Underwriting Manager by calculating group and individual renewal rates based on customers' background, industry and demographic information.
- Reviewed credit reports, financial statements and transactions to verify accuracy and completeness.
- Produced ad hoc reports and documents for senior team members on daily basis.
- Improved department efficiency 40% by developing file management systems and spreadsheets to manage loan review.
Volunteer Intern, Intern
National Hospital Insurance Fund (NHIF)
10.2017 - 11.2018
- Customer Care/ Sensitization: As a Benefits & Claim volunteer, , I’ve worked in the benefits and claims department for 9 months
- During this time I guided customers with various queries on the NHIF benefit packages they were entitled to
- Data Analysis: Facilitated the manager with timely daily analysis report of benefits utilization (pre-authorization)
- Did data mining on package benefits utilization countrywide and then analyzed to see the utilization trend and finally gave a report on the same
- After thorough verification of documentations, I was entrusted with processing of
- NHIF @ 50 (Cardiac Claims)
- During this time, I bridged the claim waiting time from 21 to 14 days
- This was then followed by financial report on the same
- Secretarial: Daily documentation of the incoming and outgoing correspondence & dispatch
- Responding to mails and organized for various meetings in the capacity of secretary.
- Sorted and organized files, spreadsheets and reports.
- Analyzed problems, identified solutions and made decisions.
- Interacted with customers by phone, email or in-person to provide information.
- Completed research, compiled data, updated spreadsheets and produced timely reports.
Education
Bachelor of Science - Actuarial Science
Jomo Kenyatta University of Agriculture & Technology
Karen- Nairobi, Kenya11.2019
Skills
- Report Writing,
- Report Analysis,
- Data Analysis with proficiency in Ms Programs; Word, Excel, Access, Powerpoint, and Data Projections & Presentation,
- Leadership skills,
- Team Collaboration
- Time management,
- Attention to detail
- Adaptability
- Creativity,
- Emotional intelligence
Drawing, reading books, playing musical instruments; drum set and guitar
I've always had a compassion for art in its various forms but mostly I'm into drawings and music. My love for drawing started since I was young and I've learnt to grow into it. I love listening to music too and this is where I sparked in interest in wanting to play musical instruments mostly the drum set and the electric guitar.
I also derive a love for reading books.
Timeline
Customer Service Representative
Majorel Kenya
11.2022 - Current
Customer Service Representative
CCI Kenya
02.2021 - 10.2022
Underwriting Assistant
The Kenyan Alliance Insurance Co. Ltd
02.2019 - 10.2020
Volunteer Intern, Intern
National Hospital Insurance Fund (NHIF)
10.2017 - 11.2018
Bachelor of Science - Actuarial Science
Jomo Kenyatta University of Agriculture & Technology
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