Zendesk
Joshua George Tinga
ICT OFFICER & CUSTOMER EXPERIENCE EXECUTIVE
Mombasa,Kenya
Summary
Goal-oriented, with distinguished experience in Customer Service and ICT industries, with proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Experience Executive
The Mombasa Hospital
Mombasa, Coast
11.2020 - Current
- As a CSR in a hospital, my duties range between an array of tasks including but not limited to:
- Receive, confirm, and register patients (corporate, individuals, Insurance schemes) in the system in an accurate and timely manner
- Sending pre-authorization requests for both outpatient and inpatient clients to insurance and making follow-ups on approvals
- Processing both cash and corporate patients before admission
- Confirming that cash patients are able to raise bills if not, provide guidance and advise them on possible alternatives for referral
- Directing patients to the respective service points in a timely manner
- Process interim bills and ensures posting and submission of invoices to credit control for dispatch and processing of all pending final bills
- Addressing and solving complaints and disputes whenever they arise and escalating where necessary
- Responding to external and internal phone calls and ensuring that the callers are satisfied and assisted
- Preparing invoices for patients on credit and handling cash payments for uninsured patients.
- Build customer confidence by actively listening to concerns and giving resolutions.
- Collaborate with internal stakeholders to close gaps and improve customer experience.
- Monitor performance metrics such as customer experience surveys to increase customer satisfaction scores.
- Demonstrate products to show potential customers benefits and advantages and encourage purchases.
- Resolve problems with high-profile customers to maintain relationships and increase return customer base.
Intern ICT Officer
The Mombasa County Assembly, MOMBASA
09.2018 - 09.2020
- Of my duties were:-
- User support, monitoring and maintenance of the ICT department
- Ensuring a stable network and facilitating adding new users to the network
- Conducting electrical safety checks on all equipment
- Troubleshooting and diagnosing hardware and software issues
- Performing repairs, and preparing purchase lists for the procurement office
- Installation of new equipment
- Responding to callouts.
Entrepreneur / Manager
MOMBASA
01.2018 - 06.2020
- With hands-on experience as a business person in the highly demanding transport industry
- I was able to boost my intrapersonal skills, crisis management, risk vs reward analysis, all while working under pressure
- Part of my duties were:
- Managing the accounting books
- Ensuring all vehicles are well maintained
- Ensuring all vehicles meet all legal requirements
- Handling the human resource aspect
Creative / Manager
MOMBASA
02.2017 - 12.2018
- I worked in the entertainment industry as an Event Planner and Assistant Entertainment
- Manager tasked with creating, marketing and overseeing events at Gasaro Hotel
- Gained a lot of skill in terms of marketing and creativity
- I was involved in :-
- Coming up with project concepts
- Coming up with competitive marketing strategies
- Sourcing for and contracting entertainment personnel like deejays
- Handling logistics
- I.e finding appropriate venues, hosts
Education
Degree - Bachelor's of Business Information Technology
Mount Kenya University
Mombasa 01.2016 - 04.2019
Skills
Database Management
Software
Anydesk
Office 365
Hootsuite
Interests
DIY Projects
Technology
Engineering
Automotive Industry
Timeline
Customer Experience Executive
The Mombasa Hospital
11.2020 - Current
Intern ICT Officer
The Mombasa County Assembly, MOMBASA
09.2018 - 09.2020
Entrepreneur / Manager
MOMBASA
01.2018 - 06.2020
Creative / Manager
MOMBASA
02.2017 - 12.2018
Degree - Bachelor's of Business Information Technology
Mount Kenya University
01.2016 - 04.2019
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