Travelling and reading motivational books
Hi, I’m
SCOLASTICA KIMANI
Office Administrator
Nairobi,30
Summary
Versatile team player with extensive experience in customer service, administrative and clerical support. Eager to contribute a strong organizational multi-discipline growth towards actively supporting the success of a progressive organization offering opportunities for growth in exchange for superior performance, effectiveness and efficiency in handling dynamic yet complex tasks.
Overview
5
years of professional experience
8
years of post-secondary education
4
Certifications
Work History
VITALRAY HEALTH SOLUTIONSNairobi, 30
FRONT OFFICE MANAGER
1 2020 - 02.2024
Job overview
- Oversee Front Office work processes and perform quality control tasks to increase revenue and team efficiency
- Assist Human Resource manager in hiring process by conducting interviews in diverse panel
- Reporting to management on weekly basis with regard to team performance and giving recommendations on areas that need attention
- Preparing KPI reports and discussing them with team and management in order to gauge progress and provide insights to aid in better decision making
- Monitoring turnaround time for customer service delivery and ensuring that it meets expected time frames
- Soliciting and reviewing client and staff feedback to ensure that proper action is taken and areas that need improvement are properly addressed.
- Planning of shifts for Front Office team and leave days' uptake.
- Evaluate staff performance regularly, providing constructive feedback and developing action plans for continuous improvement.
- Maintain high standards of cleanliness and organization in Front Office area, creating a welcoming environment for clients.
- Improve customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Handle escalated customer complaints efficiently, by demonstrating empathy towards their concerns while resolving issues quickly.
- Conduct regular team meetings to review performance metrics, address concerns, and share best practices among staff members.
- Optimize staff productivity through effective scheduling, training, and performance evaluations.
- Reconcile end-of-day reports to determine accurate billing, payment processing and proper handover of duties during change of shifts
- Improve office operations by automating client correspondence, record tracking and data communications.
- Supervise and coach four Front Office employees through day-to-day work and complex problems.
- Manage files and records for clients and adhere to safety procedures to prevent breaches and data misuse.
- Develop strong relationships with clients and partners, fostering loyalty and repeat business.
- Supervise and guide new employees in onboarding process and respond quickly to questions to improve understanding of job responsibilities.
- Manage time efficiently in order to complete all tasks within set deadlines.
- Proven ability to learn quickly and adapt to new technology and software applications.
- Exercised leadership capabilities by successfully motivating and inspiring others.
VITALRAY HEALTH SOLUTIONS LIMITEDNairobi, 30
FRONT OFFICE INTERN/JUNIOR FRONT OFFICE OFFICER/SENIOR FRONT OFFICE OFFICER
01.2017 - 01.2020
Job overview
- Receive patients and visitors, processing their requests while providing proper guidance and directing them to relevant departments or offices
- Answer and manage over 60 incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Coordinate with maintenance staff to address facility issues promptly, minimizing disruptions for patients.
- Enhance client's experience by efficiently managing front desk operations and promptly addressing inquiries.
- Manage incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Establish rapport with clients through excellent communication skills, creating lasting relationships and repeat business opportunities.
- Edit and proofread documents and emails for accuracy and completeness in adherence to company standards.
- Participate in weekly meetings to discuss client feedback and implement improvements in service quality.
- Assist Human Resource manager with onboarding of new employees.
- Manage financial transactions accurately, ensuring balanced cash drawers at end of each shift.
- Promptly receive and forward incoming communications such as phone calls, emails, and letters to appropriate staff.
- Resolve customer issues quickly and notify my supervisor immediately when problems escalate.
- Guiding patients through procedures they are booked for including prerequisite preparations that are required for said procedures
- Ensure optimal patient satisfaction by following up on bookings, scheduled patients, treatment rooms utilization management, following up on reports as per turnaround time, and dispatching medical reports after proper review and verification to avoid mix-ups in issuance of wrong reports
- Ensuring easy availability of patient information record by ensuring that they are properly filled and scanned to ERM system for future reference, easier retrieval and efficient workflow management
- Follow up with insurance companies and different service providers to ensure that pre-authorizations where required are given in timely manner to aid in claims processing
- Providing IT support in applications training
- Gained extensive knowledge in data entry, analysis and reporting.
NATIONAL SOCIAL SECURITY FUND (NSSF)Nairobi, 30
Intern - Administration Office
02.2015 - 03.2015
Job overview
- Filling and retrieval of office records
- Mail dispatch and recording of incoming and outgoing mail
- Assisted in switchboard operations which involved receiving and transferring calls to respective departments
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Attending departmental meetings and writing minutes
Education
DAYSTAR UNIVERSITYNairobi, Nairobi Province, Kenya
Bachelor of Commerce from Business Administration And Management
08.2011 - 06.2015
GILGIL GOOD SHEPHERD HIGH SCHOOLUpper Gilgil, Nyandarua District, Kenya
High School Diploma
01.2007 - 11.2010
Skills
Good interpersonal and communication skills
Customer service skills
Team building
Leadership skills
Operations Management
Accuracy and attention to detail
Adaptability and Flexibility
Training and Development
Administration and Reporting
Written Communication
Problem-Solving
Scheduling and Coordinating
Certification
Certificate of completion of a course on customer service skills
Tel
0702-660-966
References
- Mr. Jackson Letting, Head of MRI, CT/X-RAY department/Radiographer, Vitalray Health Solutions Ltd, 0726249306, bracjack@gmail.com
- MR. DENNIS SAVAI, Quality Assurance Manager, Kenyatta University Teaching, Referral and Research Hospital, 0720715298, savai.dennis@gmail.com
- MS. MERCY MUHADIA, Human Resources, CIC Insurance Group Ltd, 0721320587, mercyrehema96@gmail.com
Interests
Timeline
FRONT OFFICE INTERN/JUNIOR FRONT OFFICE OFFICER/SENIOR FRONT OFFICE OFFICER
VITALRAY HEALTH SOLUTIONS LIMITED
01.2017 - 01.2020
Intern - Administration Office
NATIONAL SOCIAL SECURITY FUND (NSSF)
02.2015 - 03.2015
DAYSTAR UNIVERSITY
Bachelor of Commerce from Business Administration And Management
08.2011 - 06.2015
GILGIL GOOD SHEPHERD HIGH SCHOOL
High School Diploma
01.2007 - 11.2010
FRONT OFFICE MANAGER
VITALRAY HEALTH SOLUTIONS
1 2020 - 02.2024