IRENE NJOKI NDERI
Nairobi
Summary
Dynamic Customer Experience Officer with a proven track record at SHA, excelling in customer service excellence and quality assurance. Skilled in CRM software and adept at resolving complex inquiries, I consistently surpassed service objectives, enhancing client satisfaction and driving revenue growth. Committed to continuous improvement and organizational success.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Experience Coordinator
Social Health Authority
Nairobi
11.2024 - Current
- Delivered top-tier service to achieve high client satisfaction.
- Formulated thorough guidelines for resolving complex inquiries efficiently.
- Surpassed set service objectives utilizing customer service, sales, and employee management best practices.
- Provided top quality control and eliminated downtime to maximize revenue.
- Engaged in workshops to stay current on customer service trends.
Customer Experience Officer
National Health Insurance Fund
Nairobi
07.2020 - 10.2024
- Enhanced customer contentment through swift issue resolution.
- Collaborated with other departments to streamline processes for better customer outcomes.
- Developed and implemented customer service protocols to enhance customer satisfaction.
- Maintained comprehensive records of all customer interaction activities.
Compliance Officer
National Health Insurance Fund
Nairobi, Kenya
01.2011 - 06.2020
- Enhanced the expansion of NHIF services via the registration and sensitization of new employers in NHIF, along with employees in the formal and informal sectors in the field.
- Established internal controls and processes to support compliance through project management and engagement between NHIF and other stakeholders.
- Assisted in debt collection from defaulting employers to enhance revenue collection and employers' payroll audit processes.
- Implemented training programs to educate company staff on the benefits and consequences of complying with or defying regulations.
- Participated in networking and training seminars to remain current with evidence-based practices for formal and informal sectors in NHIF.
Clerical Officer
National Health Insurance Fund
Nairobi
01.1991 - 12.2010
- Processed customer orders accurately and efficiently according to established procedures.
- Compiled information from various sources into required formats for use in reports or other documents.
- Performed data entry functions using computers and various software programs.
- Collaborated with claims officers to process claims requests.
- Organized physical files and electronic databases related to client accounts.
Education
DIPLOMA - Archives And Records Management
Kenya School of Professional Studies
Nairobi11-2008
Certificate - Archives And Records Management
Kenya School of Professional Studies
Nairobi12-2007
KCSE -
Giakanja Secondary School
Nyeri12-1989
Skills
- Conflict resolution
- Business development understanding
- Policy improvement
- Customer service excellence
- Quality assurance
- Organizational skills
- Account management
- Calm and professional under pressure
- Written communication
- Analytical skills
- Database management
- Customer relationship management
Certification
- ISO 9001:2000 Awareness Training: NHIF
- Biometric Registration and E-Claim: Munshiram International Business
- Executing Debt Collection Strategies: DGMB Training Solutions
- Effective Registration and Compliance Training: Sigmund Peak International Ltd
- Customer Experience Training: HR Dimensions
Languages
English
First Language
Swahili
Advanced (C1)
C1
References
- Emily Kagunda , 0724939898
- Margaret Wachira, 0722566599
- Micheal Njau, 0722378090
Timeline
Customer Experience Coordinator
Social Health Authority
11.2024 - Current
Customer Experience Officer
National Health Insurance Fund
07.2020 - 10.2024
Compliance Officer
National Health Insurance Fund
01.2011 - 06.2020
Clerical Officer
National Health Insurance Fund
01.1991 - 12.2010
DIPLOMA - Archives And Records Management
Kenya School of Professional Studies
Certificate - Archives And Records Management
Kenya School of Professional Studies
KCSE -
Giakanja Secondary School
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