NELLY WANGU NJOROGE
Nairobi
Summary
Experienced Client Service Executive,Call Center Representative and Administration Professional, with demonstrated history of success in overseeing operations and delivering exceptional customer service, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. I excel in working effectively with cross-functional teams to ensure operational and service excellence.
Overview
14
14
years of professional experience
4020
4020
years of post-secondary education
Work History
Call Center Customer Service Representative
CareNet Medical
10.2024 - Current
- Simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managing a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listening to customers, handled concerns quickly and escalated major issues to supervisor.
- Handling escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Enhancing customer satisfaction by resolving complex issues promptly and professionally.
- Building positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
Head of Customer Service/Medical Insurance Coordinator
Alliance Hospital
10.2023 - 09.2024
- Respond to customer inquiries on a regular basis.
- Receive and implement customer feedback to improve the quality of service.
- Manage daily progress in meeting important business metrics.
- Generate detailed reports on customer interactions.
- Provide additional upskilling or learning opportunities for team members.
- Oversee the budget for the customer service department.
- Managed daily workflow within the customer service department.
- Created and tracked customer service goals.
- Supervised a team of customer service representatives.
- Hired and onboarded new customer service employees.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Assisted in resolving complex insurance claims, liaising between clients and providers for favorable outcomes.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Obtained prior authorization and precertification for outpatient procedures.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Reduced claim denial rates by meticulously reviewing medical records and verifying the accuracy of billing codes before submission.
- Trained new team members on medical insurance coordination best practices, contributing to a highly skilled workforce within the department.
Corporate Manager
Namo Hospital
12.2022 - 05.2023
- Company Overview: Turkana
- Billing i.e
- Admitting, updating and discharging
- Attending to Insurance Clients (Corporate Clients) and confirming if cards are valid for both Inpatient and Outpatient benefits
- Following up on payments done to Namo Hospital by various Insurance companies
- Reconciliation of statements of accounts for the various insurance companies with remittances given by insurance companies after payments
- Following up for exceptions from the reconciliations to ensure 100% accounting for all claims and accurate statements with the insurance companies
- Improving marketing to attract new customers and promote business
- Cultivating and strengthening lasting client relationships using strong issue resolution and dynamic communication skills
- Training new employees on proper protocols and customer service standards
- Turkana
Customer Service Executive
Image Redefined Limited
09.2020 - 07.2022
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers' issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Administration and Human Resource Assistant
Alliance Medical Centre
03.2016 - 07.2020
- Maintaining physical and digital personnel records like employment contracts and PTO requests
- Update internal databases with new hire information
- Create and distribute guidelines and FAQ documents about company policies
- Gather payroll data like bank accounts and working days
- Publish and remove job ads
- Schedule job interviews and contact candidates as needed
- Prepare reports and presentations on HR-related metrics like total number of hires by department
- Develop training and onboarding material
- Respond to employees' questions about benefits (for example, number of vacation days they're eligible for)
Personal Assistant
Choice Imani International, School
09.2013 - 01.2015
- Act as the point of contact between the school management and internal/external visitors
- Handle requests and queries appropriately
- Manage diary and schedule meetings and appointments
- Make travel arrangements
- Take dictation and minutes
- Source office supplies
- Produce reports, presentations and briefs
- Devise and maintain office filing system
- Screen and direct phone calls and distribute correspondence
Administrative Assistant
Dots and Lines
12.2011 - 07.2013
- Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies
- Providing real-time scheduling support by booking appointments and preventing conflicts
- Making travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations
- Screening phone calls and routing callers to the appropriate party
- Using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research
- Greet and assist visitors
- Maintain polite and professional communication via phone, e-mail, and mail
- Anticipate the needs of others in order to ensure their seamless and positive experience
Community Social Worker Intern
Thika District, Hospital
02.2011 - 10.2011
- Working with community groups to explore their needs and abilities, and to agree on solutions
- Providing projects to support sections of the community with issues such as mental health or drug use
- Helping communities to share knowledge and resources effectively
- Setting up new services
- Raising public awareness about important issues
- Assessing different needs of a community and setting up resources to meet them
- Recruiting and training paid and voluntary staff
- Attending meetings and presenting verbal and written reports
Education
CERTIFICATE - COMPUTER PACKAGES, ENGINEERING
UNIQOUD INSTITUTE OF COMPUTERS
CERTIFICATE - SECONDARY
KAMAHUHA GIRLS HIGH SCHOOL
DIPLOMA - COMMUNITY HEALTH & HIV, AIDS MANAGEMENT
MT KENYA UNIVERSITY
Skills
- Customer Engagement
- Business Correspondence
- Inbound Phone Call Handling
- Patient Flow
- Administrative Duties
- Planning Events
- Office Management
- Customer Relationship Management
- Supply Stocking
- Payroll and Accounts Payable
- Receivable
- Workforce Management
- Claims Management
- Call Center Operations
Additional Information
REFEREES
1.Josphine Wanjiku Thiong'o
Alliance Hospital Limited
Hospital Administrator
Tel: +254 720127053
Email: josphinetalliance@gmail.com
Nairobi
2.EMILY MUCHAI
Head Of Business Development
Image Redefined Limited
Tel: +254729421633
3.SAM KAMAU
Hospital General Manager
Namo Hospital
Tel: +254 727451782
Email: sammykamau8890@gmail.com
Timeline
Call Center Customer Service Representative
CareNet Medical
10.2024 - Current
Head of Customer Service/Medical Insurance Coordinator
Alliance Hospital
10.2023 - 09.2024
Corporate Manager
Namo Hospital
12.2022 - 05.2023
Customer Service Executive
Image Redefined Limited
09.2020 - 07.2022
Administration and Human Resource Assistant
Alliance Medical Centre
03.2016 - 07.2020
Personal Assistant
Choice Imani International, School
09.2013 - 01.2015
Administrative Assistant
Dots and Lines
12.2011 - 07.2013
Community Social Worker Intern
Thika District, Hospital
02.2011 - 10.2011
CERTIFICATE - SECONDARY
KAMAHUHA GIRLS HIGH SCHOOL
CERTIFICATE - COMPUTER PACKAGES, ENGINEERING
UNIQOUD INSTITUTE OF COMPUTERS
DIPLOMA - COMMUNITY HEALTH & HIV, AIDS MANAGEMENT
MT KENYA UNIVERSITY
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