Doreen Gatwiri Githinji
Embakasi
Summary
Compassionate and detail-oriented Customer Support Specialist with 2 years of experience in voice and chat-based support, CRM management, and healthcare operations. Proven ability to resolve customer inquiries with empathy, efficiency, and analytical problem-solving. Proficient in managing high-volume interactions while maintaining accuracy and professionalism in fast-paced environments. Passionate about improving customer journeys through data-driven insights and cross-functional collaboration.
Overview
2
2
years of professional experience
Work History
Customer Support Specialist
Freelacer
11.2024 - Current
- Provided live chat and email support for clients, resolving inquiries related to scheduling, payments, and platform navigation.
- Delivered professional customer support via inbound/outbound calls.
- Used Salesforce and HubSpot to track customer interactions and identify recurring issues.
- Collaborated with cross-functional teams to improve response and reduce resolution time by 20%.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Customer Support Representative
CCI Global
01.2024 - 11.2024
- Delivered multichannel support (phone, chat, email) for customer inquiries, achieving 90% first-contact resolution.
- Resolved inquiries and logged issues with clarity and empathy.
- Logged and resolved issues in CRM systems, ensuring accurate documentation.
- Managed billing, account updates, and order tracking, maintaining high CSAT scores.
- De-escalated conflicts and provided empathetic, solutions-oriented support, earning repeat positive feedback.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Clinical Officer/Physician Assistant (Intern)
Juja Medical Centre & Kitale District Hospital
03.2023 - 12.2023
- Conducted patient triage, EMR updates, and interdepartmental coordination, ensuring seamless care delivery.
- Educated patients on follow-up care, demonstrating clear communication and empathy.
- Welcomed and guided patients through the clinical process, ensuring they felt informed and supported.
- Conducted preliminary patient assessments including vital signs, history taking, and triage under supervision.
- Assisted in physical examinations and basic diagnostic procedures, supporting physicians and clinical officers.
- Maintained and updated EMRs with high accuracy while adhering to patient confidentiality protocols.
- Coordinated interdepartmental referrals (lab, pharmacy, radiology), ensuring smooth patient flow and timely services.
- Built rapport with patients through clear communication, empathy, and active listening skills.
Education
Bachelor of Science - Clinical Medicine And Community Health
Jomo Kenyatta University of Agriculture And Technology
KenyaGoogle Workspace Certification - Docs, Sheets, Calendar, Drive
Grow With Google Careers
Virtual Assistant Training -
ALX
Skills
- Customer Support & Complaint handling
- Customer relationship management (CRM)
- Google Workspace & Productivity Tools Expertise
- Healthcare Operations
- Problem-Solving & Communication
- EMR Systems & Digital Health Records
- Scheduling Tools & Project Management
- Call center experience
- Email communication
Languages
Swahili
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Other Skills And Certifications
- Virtual Assistant Training, ALX.
- Google Workspace Certification (Docs, Sheets, Calendar, Drive)
- Asana Project Management & Workflow Specialist Certification
- EMR Systems & Digital Health Records
- CRM Tools: HubSpot, Salesforce, Freshdesk
- Scheduling Tools: Calendly, Google Calendar
- Communication: Gmail, Zoom, Slack, MS Teams
- Productivity: Google Docs, Sheets, Forms | Microsoft Office
- Project Management: Asana, Trello
- Comfortable and willing to learn new tools
References
Available upon request
Timeline
Customer Support Specialist
Freelacer
11.2024 - Current
Customer Support Representative
CCI Global
01.2024 - 11.2024
Clinical Officer/Physician Assistant (Intern)
Juja Medical Centre & Kitale District Hospital
03.2023 - 12.2023
Bachelor of Science - Clinical Medicine And Community Health
Jomo Kenyatta University of Agriculture And Technology
Google Workspace Certification - Docs, Sheets, Calendar, Drive
Grow With Google Careers
Virtual Assistant Training -
ALX
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