Maryanne Ochieng
Nairobi,30
Summary
A dedicated, detail-oriented and result-driven professional with strong organizational skills and a diverse background in management, finance, and customer service, Continuously strives to deliver exceptional experiences to customers and optimize business operations for success. Currently, pursuing a Master of Business Administration degree at Daystar University, with a focus on marketing, to enhance personal skills and knowledge in this dynamic field. As a Customer Experience Assistant, key achievements have been successful implementation of departmental SLA measures and conducting quarterly CSAT assessments, leading to a substantial improvement in customer satisfaction and retention. Additionally, handling customer inquiries and issues across various communication channels, ensuring a seamless and positive experience for all are a day to day activity that is a passion.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Experience Assistant
CIC Insurance Group
05.2019 - Current
- Championing organization's customer service charter, embodying commitment to exceptional service and client satisfaction
- Continuous update of customer profiles, ensuring availability of personalized communication and solutions
- Conducting quarterly monitoring and measurement of customer satisfaction levels through Customer Satisfaction
- Index, implementing strategies to enhance overall satisfaction
- Effectively handling customer communication through various channels (email, call, text, social media) with prompt acknowledgment and resolution.
- Active monitoring of customer accounts, ensuring real-time updates on all client information and data
- Proactively escalating complex customer queries to relevant departments, facilitating swift resolution and maintaining high level of customer service
- Planning, executing, analyzing, and reported on internal and external surveys, including Customer Satisfaction Index and Net Promoter Score, aligning with company objectives to drive informed business decisions
- Keeping customers informed about status of their products, addressing gaps in premium payments.
- Monitoring and reporting on departmental Service Level Agreements (SLAs), ensuring adherence to performance benchmarks.
- Successful managing of end-to-end process of complaint resolution, including follow-up and closure of complaints, with appropriate escalation when necessary.
Finance Clerk
Consolata School
09.2015 - 05.2018
- Improved financial accuracy by diligently reviewing and reconciling daily transactions on student accounts.
- Generating Payrolls and handling bank reconciliations
- Confirmation of transactions and finance documents filling
- Banking all cash received and handling petty cash
- Administering excellent customer Service.
Customer Service Representative Intern
CIC Insurance Group
10.2014 - 04.2015
- Confirm compliance of necessary regulatory business licenses
- Receipt and processing of mail within and outwards
- Handle phone calls and visitors, as well as resolved customers’ communication through electronic and physical channels
- Escalate customer queries to relevant job role if necessary
- Safe custody and accountability of security documents
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
- Motor insurance certificates, log books, payment receipts, discharge vouchers, policy documents, revenue stamps, and any other such documents
Intern
Investment, National Hospital and Insurance Fund
07.2014 - 09.2014
- Nairobi
- Bank reconciliation and cash book postings
- Electronic filing of vouchers and receipts
- Insurance claims
- Budgeting controls for cost centers
- Achievements
- Implementation and improved scores for departmental SLA measures and Customer
- Satisfaction Index across the Group
- Improved response time across social media platforms.
Education
MBA - Marketing
Daystar University
Nairobi11.2024
Diploma - Customer Service
Alison Online Learning
Galway,Ireland01.2016
Bachelor of Science - Commerce (Management)
The Catholic University of Eastern Africa
Nairobi, Nairobi Province, Kenya10.2014
High School Diploma -
St. Mary’s Lwak Girls
Kisumu, Kenya11.2010
Skills
- Administration
- Excellent Communication skills
- Leadership abilities
- Customer relations
- Proficiency in CRM Application
- Telephone etiquette
- ICT and computer skills
- Survey process, data Analysis and reporting
- Service Level Agreements (SLA) Measure
Accomplishments
- Successful implementation of Service Level Agreements measures across all departments within the Group which has led to significant improvement on overall service levels in the organization.
- Improved customer satisfaction levels overtime through quarterly customer satisfaction surveys and customer feedback sessions.
- Excellent response times across social media platforms resulting to improved customer satisfaction.
References
Referees
To be provided upon request.
Languages
Certification
- Customer Service Professional, Zendesk & LinkedIn Learning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Assistant
CIC Insurance Group
05.2019 - Current
Finance Clerk
Consolata School
09.2015 - 05.2018
Customer Service Representative Intern
CIC Insurance Group
10.2014 - 04.2015
Intern
Investment, National Hospital and Insurance Fund
07.2014 - 09.2014
MBA - Marketing
Daystar University
Diploma - Customer Service
Alison Online Learning
Bachelor of Science - Commerce (Management)
The Catholic University of Eastern Africa
High School Diploma -
St. Mary’s Lwak Girls
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