VICTORIA WACHIRA

A highly skilled and experienced professional counselor, with a proven track record in delivering exceptional client experience and psychological counseling. I Possess a broad range of professional skills in Healthcare and counseling, including training, quality assurance, process improvement, and psychological counseling. I am committed to ethical principles and best practices, and a passion for making a positive impact in the lives of patients, colleagues, and clients.

• Professional Counsellor: Ability to maintain professional standards of conduct, confidentiality, and ethical principles in all aspects of counseling.
• Quality Analysis: Ability to evaluate and analyze health center processes and procedures to ensure quality standards are met.
• Crisis Management: Ability to handle challenging or emergency situations, providing support and guidance to clients and Patients
• Communication Skills: Excellent verbal and written communication skills, including the ability to provide clear and concise information to clients and patients.
• Interpersonal Skills: Ability to establish a rapport and create positive relationships with patients clients, co-workers, and other stakeholders.
• Active Listening: Ability to actively listen and understand the needs and concerns of clients.
• Empathy: Ability to understand and share the feelings of clients, providing emotional support.
• Cultural Competence: Knowledge and sensitivity to diverse cultures, values, and beliefs.
• Conflict Resolution: Ability to manage conflicts and conflicts constructively, finding mutually acceptable solutions.
• Customer Experience: Ability to provide excellent customer service, responding to patient and client needs and concerns.

• PSYCHOLOGICAL COUNSELLOR, REAL HOPE COMMUNITY FOUNDATION, MAR 2021 TODATE, Providing Psycho-Social Support: responsible for providing support to children, parents, and staff in addressing their mental health needs and concerns. This involves identifying and addressing any emotional or psychological barriers that may be affecting their well-being, and providing guidance and resources for managing these challenges., Promoting Mental Health Awareness: raising awareness about the importance of mental health and creating a supportive environment for those in need. This includes educating the community on mental health issues, leading workshops and activities to build resilience and coping skills, and providing information on available resources and support., Developing Trusting Relationships: focus on building relationships and fostering a sense of community. creating a safe and supportive environment for the individuals I works with, to establish trust and build rapport with children, parents, and staff, allowing me to effectively address their mental health needs., Providing Guidance and Counselling: skilled in providing guidance and counselling to individuals in need, able to offer tailored advice and support based on their specific mental health needs and challenges. This includes providing crisis management, de-escalation techniques, and providing ongoing support and resources for managing mental health issues., Reporting: Responsible for providing regular reports to the community sponsors on my work and the progress of the initiatives I am involved in. This includes sharing success stories, highlighting areas for improvement, and keeping the community informed about the impact of their support on the lives of children and families in the community.
• QUALITY ANALYST, VALENTIS HEALTH, AUG 2018 TODATE, HTS Counselling and Testing Integration: Recognizing the importance of holistic healthcare, I have successfully integrated HIV Testing Services (HTS) counselling and testing into our platform, ensuring comprehensive care for our users., Conduct analysis and audits of service incident data, emails, voice clips, and customer satisfaction surveys to identify areas of service delivery that need improvement., Develop process improvements because of customer interactions feedback or gaps during analysis, Plan call center and field team activities and follow up on team on execution of call center operations and field projects, Conduct data collection which helps mapping out the population profiles, disease trends and clinical needs which is in turn deployed on all customer engagement platforms, Offer General and Psychological counseling, Adherence counseling and monitoring, as well as Client’s follow-up and support, Use customer service expertise to assess existing practices and procedures for process improvement opportunities for the Clinical Department., Collaborate with other Clinical Team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• QUALITY ANALYST, COMMUNICATION CENTER INTERNATIONAL, JAN 2018- AUG 2018, Developed evaluation tools and programs in collaboration with the team, Provided structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams., Conduct call assessment and evaluation using the QA score card., Reporting on call quality and conducting calibration session, Undertook mock calls with new hires post-training to determine readiness for moving into support, Developed and conducted targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities, Conducted assessments of customer service expertise to evaluate existing practices and procedures for process improvement opportunities with all Call Center teams and sites, Manage escalations and ensure first call resolution with seamless customer and staff interactions, Developed and shared various reports to provide visibility and drive better strategies for improving customer experience.
• CUSTOMER CARE REPRESENTATIVE, DIRECT CHANNEL INTERNATIONAL, MAR 2013- AUG 2018, Support and provide superior service via phones as a receiver., Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects, Understand the impact of attitude in handling calls professionally., Effectively deal with job stress, angry callers, and upset customers, Use the most appropriate way to communicate with different behavior types on the telephone, Apply the elements of building positive rapport with different types of customers over the phone, Apply the proper telephone etiquette to satisfy various customer situations, Apply appropriate actions to effectively control a telephone call, Identify voice skills and how to enhance a good telephone presentation., VIRTUAL COUNSELLOR | KENYA RED CROSS | MAR 2020-DEC 2020, The Kenya Red Cross Society provided humanitarian services considering the COVID-19 pandemic to those affected either after having tested positive or infected and under quarantine or under medication. These services involved providing virtual counselling, reporting and providing reports that guided overall interventions., Manage client interactions through multiple channels to understand their concerns and offer professional counselling support., Provide psychological First Aid in the immediate identification or admission to infected suspect persons, Conduct family therapy for those in quarantine including for minors and/or parents and guardians, Ensure timely reporting and escalation of any issues that come up during sessions, Undertake assessments to provide guidance to health specialists, Analyze and give recommendations based on interactions through calls, text, social media
• HIV Testing Service Provider, LCVT, May. 2012 – Feb. 2013, Providing pre-test counseling to individuals, including information on HIV transmission, prevention, and testing options., Assessing the individual's level of risk and providing risk reduction counseling., Providing post-test counseling, including information on the meaning of the test results and next steps., Providing support and referrals to appropriate medical care and other services for individuals who test positive for HIV., Promoting HIV testing and increasing awareness about HIV prevention and treatment., Working in a variety of settings, such as health clinics, community-based organizations, and mobile testing units., Providing confidential, non-judgmental support and information to individuals who are seeking or have received an HIV test., Helping individuals make informed decisions about their health., Providing support and resources to those who are living with HIV.

• Harry Rotich, Portfolio Manager, Samasource Kenya Ltd, +254-721485538, harryrotich@gmail.com
• Dr Hafswa Mohamed, Senior Doctor, Valentis Health, 0718 023 992, Dr.hafswam@gmail.com
• Patrick M. Karanja, Program Manager, Mastercard Foundation, +254722943655, pmutuota@gmail.com
• Dr Peris Kagotho, Quality Advisor, Aga khan University Hospital, +254722319395, pkagz@gmail.com