BRIAN GITAU NGUGI

● Manage and resolve escalated customer tickets ensuring comprehensive solutions are implemented.
● Investigate root causes of customer issues and collaborate with relevant departments for resolution.
● Act as a liaison between front-line support teams and other departments to streamline communication
and issue resolution processes.
● Accurately document all interactions and resolutions in the company's CRM system, ensuring customer
records are up-to-date.
● Conduct thorough quality checks on resolved tickets to ensure accuracy and completeness, identifying
trends for process improvements.

• Handling and responding to calls, emails, chats and raised/queried cases by clients/customers. Managed up to 55 chats/cases/emails and averagely 50 calls daily.
• Provided primary customer support to internal and external customers.
• Effective escalating of queries for senior team authorization where necessary/required.
• Met customer call guidelines for service levels, handle time and productivity.
• Updated account information to maintain customer records.

• Receiving and responding to incoming calls and emails and making outbound calls to clients/customers. Managed over 120 calls a day,

• Met customer call guidelines for high service levels, handle time and productivity.

• 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

• 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.

• Underwriting of Insurance policies: Analyzing various risks for insurance, generating quotations, booking of business into the system and dispatching various insurance policies to clients/customers

• Calculated group and individual renewal rates based on customers' background, industry and demographic information.

• Produced ad hoc reports and documents for senior team members.

• 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 office. Increased business productivity by 20% at my designated branch.

• Handling and resolving client queries while enhancing effective service delivery to customers

• 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 Underwriting Manager/Supervisor.

• Customer Care/ Sensitization: As a Benefits & Claim volunteer, I was assigned to 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 my supervisor with timely daily analysis report of benefits utilization (pre-authorization). 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.

• Sorted and organized files, spreadsheets and reports. Interacted with customers by phone, email or in-person to provide information.