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
Business Development
Relationship Management
Administration Skills
ICT Competence
CRM (ZOHO, Freshdesk)
Leadership Skills
Supervision Skills
Teamwork and Collaboration
Interpersonal Communication
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