Summary
Overview
Work History
Education
Skills
Goals And Personal Philosophy
Competence
Attributes
Training
Timeline
Generic
Mary Goretti Njuguna

Mary Goretti Njuguna

Nairobi

Summary

To serve as a professional Administration and Client Experience Manager who not only contributes to the financial success of businesses but also builds lasting relationships between organizations and their internal and external customers.

Goals and personal philosophy: I persistently exceed the expectations of those I serve and ensure that I delight them. Personal attributes: Good people and communication skills, self-driven, passion, integrity, able to work under pressure, flexible and able to work under minimal supervision.

Overview

24
24
years of professional experience

Work History

Client Relations Management

CIC INSURANCE GROUP LTD.
01.2023 - Current
  • Support the Business Development team towards closure of business leads.
  • Conduct benefits awareness trainings to corporate clients within my portfolio.
  • Provide a link between clients and my organization for any services they require - role entails me being 'the face of my organization to the client'.
  • Conducting service review meetings with clients within my portfolio.
  • Managing client queries on a day to day basis.
  • Preparation and discussing of performance review reports with clients within my portfolio.
  • Ensuring growth within the client portfolio by cross selling benefits.
  • Ensuring retention within the portfolio managed by me.
  • Consult with clients on medical insurance cover products that provide a solution for their organization's needs and within their budget.
  • Collection of premiums owed.
  • Facilitation of health camps for clients.
  • Address/resolve any customer complaints lodged.
  • Negotiating for client's benefits and renewal terms.
  • Key Achievement: A retention rate of 114% of my corporate clients.

Operations Officer

AAR INSURANCE KENYA LTD.
11.2013 - 06.2015
  • Making client visits and resolving of any issues they may have.
  • Support marketing team in business acquisition.
  • Preparation of reports and presentations.
  • Develop and implement relationship management strategies and partnerships within the intermediaries.
  • Provide weekly feedback on performance of assigned portfolio.
  • Planning and preparing of quarterly client meetings and weekly branch meetings.
  • Managing and handling queries from intermediaries within my branch.
  • General administrative duties.
  • Preparation of quotations, invoices and letters.
  • Identifying process improvement areas and making necessary recommendations.
  • Standardization of all branch processes and monitoring turnaround times.
  • Monitoring communication between AAR and members within my assigned portfolio.
  • Liaison with intermediaries and clients on day to day service issues relating to the business.
  • Report useful information on scheme updates performance and usage within the branch.
  • Key achievement: I was the first Branch Operations Officer and thus was part of structure building for the role.

Executive Assistant to General Manager

AAR HEALTH CARE LTD
01.2011 - 11.2013
  • Preparation of monthly income reports.
  • Preparation of daily production reports for submission to General Manager.
  • Setting up and attending Customer Service meetings.
  • Receive, validate and designate daily business assemblies.
  • Provide administrative support to the AAR Rescue Services management team.
  • Prepare purchase requisition for services being outsourced by the company and regularly advice on budget against expenditure.
  • Satisfactorily handle enquiries in the department.
  • Provide administrative support for First Aid training activities in the department.
  • Coordinate sale and maintain stock of First Aid Kits.
  • Preparation of office correspondence and contracts.
  • Conducting product knowledge reviews among staff members per month.
  • Engaged in the company's capital commitments and move committees.
  • Key achievement: Increased sales of tailor-made first aid kits by negotiating with the supplier on packaging items in bags that bear the clients' logos.

Administrative Assistant

AAR HEALTH SERVICES LTD.
08.2006 - 07.2011
  • Provide administrative support to the agency sales team.
  • Receive telephone calls and address queries appropriately.
  • Preparation of quotations and invoices for the team members.
  • Maintain a good filing system for documents within the branch.
  • Maintain good stationery stocks.
  • Key achievement: Was awarded for exceeding the company's expectations evaluated through the Balanced Score Card.

Personal Assistant

DUNLOP INDUSTRIES LTD.
01.2005 - 08.2006
  • Satisfactorily handle the telephone calls and enquiries within the company.
  • On the counter sales.
  • Receipting the cash sales and submitting reports on sales each end of the day to company accountant.
  • Preparation of office correspondence.
  • Banking of the day's sales revenue.
  • General administration work within the organization.
  • Effectively addressing clients' queries.
  • Key achievement: Was given a sales role where and made sales for the company.

Personal Assistant

AVON RUBBER COMPANY LTD.
01.2004 - 01.2005
  • Preparation of office correspondence.
  • Keeping records of financial happenings within the company.
  • Distribution of incoming mail to respective addressees.
  • Effectively addressing clients' queries.
  • Satisfactorily handle the telephone calls and enquiries within the company.

Sales & Business Internship

ALICO (K) LTD. - THIKA AGENCY
01.2001 - 12.2001
  • Requisition for and maintain good stationery supplies within the agency.
  • Business assembly and dispatch to head office.
  • Handling of telephone calls and enquiries from clients.
  • Banking.

Education

Diploma - AIIK

College of Insurance
06.2025

BSC - International Business Administration

United States International University - Africa
01.2012

Certificate - Information Technology

Kenya School of Professional Studies
01.2003

Diploma - Secretarial Studies

Kiambu Institute of Science & Technology (KIST)
01.2002

Computer Proficiency Certificate -

Kenyatta University (AVU)
01.1999

Skills

  • Communication
  • Analytical
  • Public speaking
  • Participatory skills
  • Public Relations
  • Team player
  • Information Technology
  • Negotiation
  • Training

Goals And Personal Philosophy

I persistently exceed the expectations of those I serve and ensure that I delight them.

Competence

  • Impeccable communication, analytical, public speaking and participatory skills
  • Over ten years experience working for reputable organizations where I have continually sharpened my skills
  • Excellent Public Relations skills and team player
  • Good Information Technology skills
  • Fluency in both written and spoken English and Kiswahili
  • Good negotiation skills
  • Strong training skills

Attributes

  • Good people and communication skills
  • Self-driven
  • Passion
  • Integrity
  • Able to work under pressure
  • Flexible and able to work under minimal supervision

Training

  • 2018, Customer Experience Training
  • 2011, Customer Excellent Service Achieves Results
  • 2009, First Aid Training - AAR
  • 2007, Sales Skills for Sales Professionals - Module I & II
  • 2007, High Impact Customer Service Training - Pinnacle
  • 2006, Balanced Score Card Training - Strategic Leadership

Timeline

Client Relations Management

CIC INSURANCE GROUP LTD.
01.2023 - Current

Operations Officer

AAR INSURANCE KENYA LTD.
11.2013 - 06.2015

Executive Assistant to General Manager

AAR HEALTH CARE LTD
01.2011 - 11.2013

Administrative Assistant

AAR HEALTH SERVICES LTD.
08.2006 - 07.2011

Personal Assistant

DUNLOP INDUSTRIES LTD.
01.2005 - 08.2006

Personal Assistant

AVON RUBBER COMPANY LTD.
01.2004 - 01.2005

Sales & Business Internship

ALICO (K) LTD. - THIKA AGENCY
01.2001 - 12.2001

Diploma - AIIK

College of Insurance

BSC - International Business Administration

United States International University - Africa

Certificate - Information Technology

Kenya School of Professional Studies

Diploma - Secretarial Studies

Kiambu Institute of Science & Technology (KIST)

Computer Proficiency Certificate -

Kenyatta University (AVU)

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Mary Goretti Njuguna