Overview
Work History
Education
Skills
Timeline
REFEREES
Generic

LUCY NJAMBI

Client Coordinator
Nairobi

Overview

5
5
years of professional experience
7
7
years of post-secondary education

Work History

Client Coordinator

International Medical Treatment
Nairobi
11.2021 - Current
  • Facilitating patients appointments to different hospitals in Kenya and overseas
  • Making outbound calls and receiving inbound calls from patients
  • Managing patients' medical reports and sharing them with the respective doctors for review
  • Facilitating online consultations and
  • Telemedicine for patients and doctors
  • Responding to all inquiries received through
  • Email, Whatsapp, and CRM( Freshdesk, Zoho)
  • Maintaining good relations with international hospitals that we work with by hosting annual meetings through zoom to discuss improvement, challenges, and new information
  • Assisting patients who are seeking treatment overseas with visas, flights, and accommodation
  • Providing basic technical support to patients or working with developers to resolve any complex technical issues
  • Track and submit KPIs
  • Helping to identify and remove friction points in the system based on the feedback we get from all doctors and patients


Front Office Receptionist/Social Media Specialist

CarKey Masters
Nairobi
02.2021 - 11.2021
  • Collecting receipts and invoices from suppliers.
  • Coordinating with my colleagues to make sure that all services are delivered on time.
  • Managing petty cash. Making payments, collecting payment details and recording them.
  • Actively look to improve processes, service and work flow.
  • Dialyze reoccurring expenses and recording them.
  • Manage monthly stocks and making sure they are balanced.
  • Reply to emails and direct messages.
  • Manage payments and banking daily sales Engage on relevant social media posts from customers.
  • Making sure that the office is clean and well arranged before opening the shop.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Identified visitors' needs to offer solutions and information.
  • Maintained transaction security by verifying payment cards against identification.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Increased productivity by cleaning and organizing supplies.
  • Interacted with customers by phone, email or in-person to provide information.

Customer Experience and Moderation Executive

Pigiame
Nairobi
01.2020 - 05.2020
  • Upselling and cross-selling PigiaMe products to clients.
  • Review listings requiring moderation on a regular basis and approve and reject according to PigiaMe quality standDemonstrated respect, friendliness and willingness to help wherever needed.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Conducted research, gathered information from multiple sources and presented results.
  • Respond to customer inquiries from all communication channels.
  • Resolve problems encountered by users and provide help and advice on using PigiaMe services.
  • Keep accurate records of discussions or correspondence with customers.
  • Ensuring customer satisfaction by responding to customers in a timely manner within the department SLA.
  • ards.
  • Provide feedback to product on user education gaps, automoderation issues. To help build best product possible.
  • Work with the product team to conduct user research as needed.
  • Other duties as assigned by the CX Manager or company.


Brand Ambassador

Kenchic/ Risiti
Nairobi
05.2019 - 12.2019
  • Engaged, educated and befriended customers to deliver amazing shopping experience.
  • Designed, filled and arranged eye-catching product floorsets to increase sales.
  • Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
  • Introduced field recruiting at industry events to attract new workers and customers.
  • Educated trade and distributor partners regarding brand benefits, products and services.
  • Developed recap reports to communicate competition trends, product introductions and new promotions.
  • Identified key high-traffic, consumer-centric locations and built rapport with prospective customers and vendors.
  • Communicated product information with confidence and educated consumers about company.
  • Collaborated with local field sales to promote brand awareness and sales results.

Assistant Customer Service Supervisor

Java House, Planet Yogurt
Nairobi
08.2017 - 04.2019
  • Responsible for performing daily operations of the business branch
  • Carrying out constant communication with the head office staffs and also customers through e- mails and phone calls on daily basis on various updates of the operations and also for any clarification that may be required
  • Conducting internal audits of the systems in place
  • Responsible for maintaining a good working environment in the business premises by ensuring the workplace is well equipped and also issuing proper working equipment to all staffs
  • Performing the end of day stocks and also end of month stocks to ensure proper reconciliation of revenue reports at the end of the month
  • Communicating with other departments and management to resolve operational problems
  • Being able to place orders for the missing items from both internal and external suppliers
  • Ensuring the items are delivered in good condition and same quantities as the one indicated in the invoices and also delivery notes
  • Inspecting the work place, staff and product processes to ensure that they adhere to the ISO standards and guidelines to ensure efficiency in the workplace
  • Preparing Imprest/petty cash monthly for re- imbursement for all items purchased throughout the month and also updating the license checklist.

Customer Service Representative

Java House Africa
Nairobi
09.2016 - 08.2017
  • Working with the, to ensure all equipment in the workplace is serviced and well maintained
  • Java House Africa: Planet Yogurt, Ensured production was done according to the procedure and by following the standard operating procedure
  • Took care of customers and operations of micros at the point of sale
  • Guided customers on the procedure of acquiring our products
  • Took points of customers concerns, suggestions or ideas
  • Provided the customer with the relevant information of our products
  • Passed the customers concerns to the Manager.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Sought ways to improve processes and services provided.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Diploma - Human Resources Management

University of Nairobi
Nairobi, Kenya
04.2001 -

Public Relations

University of Nairobi
01.2016 - 07.2022

Skills

    Customer Relations Management

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Timeline

Client Coordinator

International Medical Treatment
11.2021 - Current

Front Office Receptionist/Social Media Specialist

CarKey Masters
02.2021 - 11.2021

Customer Experience and Moderation Executive

Pigiame
01.2020 - 05.2020

Brand Ambassador

Kenchic/ Risiti
05.2019 - 12.2019

Assistant Customer Service Supervisor

Java House, Planet Yogurt
08.2017 - 04.2019

Customer Service Representative

Java House Africa
09.2016 - 08.2017

Public Relations

University of Nairobi
01.2016 - 07.2022

Diploma - Human Resources Management

University of Nairobi
04.2001 -

REFEREES

1. Gladwell Wairimu Nderitu
Senior Client Coordinator
International Patient Support Supervisor
gladwellnderitu@gmail.com

+254712884028


2. Martin Kimani
Lead Technician
CarKey Masters
mkimani200@gmail.com
+254715386250

3. Mary Migwi

Supply Chain Administrator and Inventory Planner

Cummins C&G Ltd

mariamigwi@gmail.com

+254727772829

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