Summary
Overview
Work History
Education
Skills
Software
Work Availability
Accomplishments
Languages
Interests
Quote
Timeline
Hi, I’m

ESTHER NJAMBI

CUSTOMER CARE / VIRTUAL ASSISTANT
Nakuru, KENYA
ESTHER NJAMBI

Summary

Dynamic customer service professional with experience at Bliss Medi cross Medical Center, excelling in problem-solving and teamwork. Proven ability to enhance client satisfaction through effective communication and adaptability. Skilled in Microsoft Office Suite, with a strong focus on improving service quality and fostering positive client relationships. Committed to delivering exceptional support in fast-paced environments.

Offering blend of creativity and analytical thinking, well-suited for collaborative and fast-paced social media environment. Brings solid foundation in digital marketing principles and social media trends, along with knack for generating engaging content. Ready to use and develop skills in content creation and campaign management in [Desired Position] role.

Experienced with creating and curating engaging social media content that resonates with target audiences. Utilizes analytics to track performance and refine strategies for improved engagement. Knowledge of social media trends and best practices, ensuring effective brand communication.

Developed social media strategies and content within dynamic team environment, focusing on brand engagement and audience growth. Skilled in analyzing social media metrics and optimizing content for various platforms. Seeking to transition into new field, leveraging strong communication and strategic planning abilities.

Motivated [Job Title] with deep passion for marketing and public relations. Well-versed in creating engaging content, monitoring posts and editing publications. Knowledgeable team player works diligently to meet and exceed assigned goals.

Creative Social Media Intern possessing outstanding written and oral communication skills and deep knowledge of social media marketing and reputation management. Driven and hardworking individual excels in monitoring and replying to tweets and messages and streamlining company social media accounts. Patient problem-solver consistently excels in high-pressure situations.

Professional with strong background in social media strategy and content creation. Proven ability to drive engagement and brand visibility through innovative campaigns and audience insights. Collaborative team player focused on achieving impactful results, known for adaptability and reliability. Skilled in social media analytics, content scheduling, and community management, with keen eye for emerging trends.

Overview

8
years of professional experience
3
Languages

Work History

Medi Cross
Nakuru City, Nakuru

Customer Care Executive
03.2023 - Current

Job overview

  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Analyzed problems and worked with teams to develop solutions.
  • Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Responded proactively and positively to rapid change.

Bliss Medi Cross Medical Center
Nakuru, Meru, Mumias And Juja, Nakuru District

Customer Service Executive Private Hospital Setup
01.2022 - Current

Job overview

  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.

MR.JOHN
Kiambu, Kiambu District

Customer Service in Busy Safaricom Shop
04.2017 - 09.2018

Job overview

  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Strengthened communication skills through regular interactions with others.
  • Learned and adapted quickly to new technology and software applications.
  • Resolved problems, improved operations and provided exceptional service.

Education

Alx Africa
Online

High School Diploma
04.2001

University Overview

Miti Mingi Secondry
Nakuru

High School Diploma
04.2001

University Overview

Skills

Teamwork and collaboration

Software

Later,Asana,trello

Hootsuite

Mondaycom

Adobe Spark,InVideo,Canva

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

Accomplishments
  • Explained policies on product returns in great detail, reducing repeat calls.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved issues which led to better results.
  • Collaborated with team in the development of projets.

Languages

English
Upper intermediate (B2)
Swahili
Upper intermediate (B2)
kikuyu
Bilingual or Proficient (C2)

Interests

Outdoor activities,swimming,explaring nature

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Care Executive
Medi Cross
03.2023 - Current
Customer Service Executive Private Hospital Setup
Bliss Medi Cross Medical Center
01.2022 - Current
Customer Service in Busy Safaricom Shop
MR.JOHN
04.2017 - 09.2018
Alx Africa
High School Diploma
04.2001
Miti Mingi Secondry
High School Diploma
04.2001

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ESTHER NJAMBICUSTOMER CARE / VIRTUAL ASSISTANT