DORCAS WANGARI NGARUIYA

I am a diploma holder in project management, I am a self-motivated person with a high determination to achieve the best of every task; and a firm believer of team work, I have good communication and interpersonal skills, and I can handle clients with ease and professionalism, I believe I can find a progressive position in an organization that offers me the vital experience so as to develop a successful career in Customer service at the same time ensuring that the organization achieves it's set objectives. I am a quick learner and I am able to quickly adapt to new environments.

• Team player
• Goal driven
• Adaptable to change

Patient Care & Service Excellence Team & Professional Development

• Delivered exceptional service to patients and families, maintaining a high satisfaction rate.
• Recognized for resolving patient concerns efficiently , reducing complaint response time.
• Assisted an average of 50 patients per day with scheduling, billing, and inquiries, ensuring smooth and compassionate communication.
• Contributed to a welcoming environment by greeting and assisting patients , resulting in positive feedback and improved first-impression scores.

Operational & Administrative Achievements

• Streamlined appointment scheduling and patient intake process, improving workflow efficiency.
• Maintained accurate patient records and confidential information in compliance with HIPAA regulations.
• Implemented a new tracking system for patient inquiries that improved follow-up consistency and reduced missed callbacks.
• Supported cross-department coordination, ensuring timely communication between clinical staff, patients, and insurance representatives.

Communication & Problem Solving

• Acted as a liaison between patients, nurses, and administrative teams to ensure seamless service delivery .
• Successfully de-escalated difficult situations with empathy and professionalism, improving patient retention.
• Received multiple commendations from patients or supervisors for outstanding communication and customer care.
• Trained new front desk staff on communication protocols, scheduling software, and customer service best practices.
• Participated in continuous improvement initiatives, contributing ideas that enhanced patient experience and reduced wait times.
• Consistently exceeded monthly performance metrics for accuracy, courtesy, and efficiency.

CERTIFICATE IN CUSTOMER SERVICE