EILEEN AWINO OTIENO
Kisumu
Summary
- Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
- Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Marxtech Digital Solutions
08.2024 - 10.2024
- Maintained a customer satisfaction rate of 95% for the entire duration of employment
- Coordinated 100+ appointments weekly, maintaining a 99% accuracy rate in scheduling and client communications
- Identified and corrected a critical systematic error in the data entry, preventing potential data loss
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Virtual Assistant
CIHEB-Kenya
08.2024 - 09.2024
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Completed business correspondence, transcription, and data entry.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Managed CRM input, exports and clean up.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
- Uploaded files for team use on Google Suite and SharePoint.
Medical Records and Health Information Technician
Siaya County Referral Hospital
09.2022 - 07.2024
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers
- Maintained historical reference by abstracting and coding clinical data such as diseases, operations, procedures and therapies with standard classification systems
- Processed medical records requests from outside providers according to facility, state and federal law
- Maintained patient records in compliance with security regulations
- Created new medical records and retrieved existing medical records by gathering appropriate record folders and contents and assigning and recording new record numbers
- Gathered patient information by collecting demographic information from variety of sources
- Maintained accuracy, completeness and security for medical records and health information
- Maintained database for storage and retrieval of medical records
- Supported smooth admission and discharge processes by handling associated documents
- Scanned and uploaded medical records into electronic medical records system.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Followed up with medical staff regarding missing information in patient records.
- Acted as a liaison between departments, coordinating efforts to achieve efficient interdepartmental communication concerning health information management.
- Managed the release of information process, safeguarding sensitive patient data while adhering to legal requirements.
Virtual Assistant
Mr. Ahmed Omar AlSaady
07.2023 - 07.2024
- Provided comprehensive administrative support to multiple executives, managing calendars, scheduling appointments, and coordinating meetings across different time zones
- Conducted thorough research and prepared reports, presentations and correspondence with high accuracy and attention to detail
- Managed travel arrangements, including flight bookings, hotel accommodations and itinerary planning, resulting in seamless travel experiences
- Maintained confidentiality and handled sensitive information with utmost professionalism
- Streamlined office procedures and implemented efficient organizational systems, increasing productivity and time savings
HIV Counselor
LVCT
06.2017 - 11.2018
- Educated clients about living with HIV, preventing further transmission, benefits and challenges of HIV care and treatment and access to resources
- Identified and developed client-directed treatment plan to monitor ongoing goal achievement
- Enhanced engagement in care by assembling appointment charts and completing patient reminder calls
- Coordinated and organized individual and group skill building opportunities to foster adherence to medications and identify strategies to improve adherence to health routines
- Traveled to street venues to conduct various types of HIV tests
- Collected demographic information to accurately complete CDC HIV report forms
- Assisted clients in enrolling and re-engaging in appropriate medical care
- Conducted scientific-based prevention education sessions with HIV positive individuals through workshops and social marketing activities
- Preserved and prepared reports and treatment records
- Worked with medical teams, patients and families to implement effective treatment plans
- Provided ongoing counseling to help patients deal with conditions and processes
- Organized clinical documentation, treatment plans and referrals
- Updated treatment plans on monthly basis with latest intervention strategies and progress notes
- Completed psychosocial evaluations and needs assessments
- Coordinated program referrals for community-based resources
- Documented case notes daily and coordinated follow-up for seamless case management
Education
Bachelor of Science - Medical Records and Information Technology
Kenyatta University
Kisumu Campus07-2024
Certificate - Medical Records and Information Technology
Kenya Medical Training College
09.2017
Certificate - Secondary Education
Bishop Okoth Girls' Mbaga High School
11.2010
Certificate - Primary Education
Mbaga Girls' Boarding Primary School
11.2006
Skills
- Medical terminology
- Billing oversight
- Medical transcription
- Records review
- Email management
- Time management
- Customer service
- Medical coding
- Data entry
- Social media management
- Appointment Scheduling
- Documentation And Reporting
- Billing coordination
Certification
Medical Billing and Coding, Alison, 09/01/24
Languages
English
Swahili
Hobbies and Interests
- Reading
- Listening to music
- Learning foreign languages
- Writing
- Travelling
Additional Information
References
- Mrs. Sharon K'odindo, H.O.D- Health Records and Information Department, +254705694640
- Mr. Steven Muhulo, General Medical Officer-Siaya County Referral Hospital, +254790177739
- Mr. Ahmed Omar Al-Saady, Programme Coordinator-CIHEB-Kenya, +254726345734
Timeline
Customer Care Representative
Marxtech Digital Solutions
08.2024 - 10.2024
Virtual Assistant
CIHEB-Kenya
08.2024 - 09.2024
Virtual Assistant
Mr. Ahmed Omar AlSaady
07.2023 - 07.2024
Medical Records and Health Information Technician
Siaya County Referral Hospital
09.2022 - 07.2024
HIV Counselor
LVCT
06.2017 - 11.2018
Certificate - Medical Records and Information Technology
Kenya Medical Training College
Certificate - Secondary Education
Bishop Okoth Girls' Mbaga High School
Certificate - Primary Education
Mbaga Girls' Boarding Primary School
Bachelor of Science - Medical Records and Information Technology
Kenyatta University
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