VINCENT MOMANYI

Quality Assurance

• Work in liaison with the clinical leads to implement the quality and process improvement policies and activities.

• Work in liaison with the clinical leads to monitor compliance to clinical indicators.

• Monitor compliance of standards through audits and tracers and provide reports where need be.

• Ensure compliance with the regulatory and accreditation requirements for the facility and continuously develop and champion initiatives to close quality gaps.

• Represent and participate in the EQA quality improvement committees.

• Monitor the safety, security and cleanliness in the facility through regular rounds.

• Maintain an up to date listing of referral facilities and ambulance services.

• Maintain an up to date document management system as per EQA policies and procedures.

Customer Experience

• Champion service leadership initiatives in the facility and ensure continuous improvement and training in customer care across the clinic. • Lead in root cause analysis on customer complain, recommend action plans and monitor closure.

• Ensure customer feedback data is collected and analyzed and action taken of feedback.

• Ensure above 90% customer satisfaction index from both internal and external customers.

Material and Equipment Management

• Participate in the monthly stock take exercise and advise on ways to mitigate and/or reduce wastage/losses.

• Work in liaison with the different session heads to maintain a supplies inventory by checking stock to determine inventory level.

• Approve and expedite procurement requests for the different sections to Head Office while ensuring optimal utilization of allocated resources, equipment and consumables.

• Participate in verifying receipt of supplies for the facility.

• Report any equipment breakage immediately to the Franchisee.

• Ensure operation of all equipment in the departments by completing preventive maintenance requirements including IT equipment.

Revenue

• Ensure daily reconciliations of all banking and petty cash.

• Ensure monthly reconciliation of suppliers accounts.

• Review and ensure reconciliation of all claim forms before being dispatched to Head Office.

• Ensure daily reconciliation of patient accounts.

• In liaison with the Franchisee and the Business Development Executive, develop and monitor marketing and business development strategies.

• Ensuring that appropriate procedures and accounting systems are in place and are fully understood and complied with at all times.

• Maintain an up- to-date assets register.

People Management

• In liaison with the Franchisee, coordinate and participate in all talent acquisition initiatives and oversee effective induction of new hires as per the EQA onboarding checklist.

• Rota planning and management for efficient payroll management, locum management and optimal leave liability.

• Maintain and update the locum pool and provide periodic reports as and when required.

• Maintain a filing system as per the approved EQA personnel file checklist and retrieve information as and when required.

• Schedule monthly staff meetings and follow up on closure of action items from meeting discussions.

• Track and ensure the achievement of minimal learning hours for all employees.

• Update the Administrator’s HR tracker and provide periodic reports as and when required.

• Promote a culture of safety for the employees within the facility.

• In liaison with the Franchisee, ensure an effective performance management process for all employees at the facility.

• Boosted admissions, retention and students loyalty through incentive programs
• Forecasted trends and recommended improvements based on financial risk analyses
• Advised students about the programs offered, admission procedure, eligibility, costs involved and Provided assistance with recruitment activities, student interviews, admission publications, and information sessions
• Implemented service improvements to enhance marketing and sales cycle
• Championed opportunities to consistently improve the ICS experience
• Managed the operations in ICS call center -Eldoret Branch
• Drove student's retention, reduce churn, and increased customer satisfaction by implementing relevant employee training sessions
• Mapped the student's journey and identified opportunities to proactively intervene on the client's behalf
• Guided the customer service team in effective students issues resolution and handled any escalations
• Developed listening points in the customer journey, defined segmentation of customer base and varying strategies, and identified opportunities for continuous improvement
• Continually reviewed and evolved the collection of processes ICS
• College uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle

• Supported, trained, and supervised front office staff
• Ensured that all customer-related tasks were handled accurately and on time to improve guests' experience
• Handled customer complaints and special requests
• Scheduled staff shifts and managed other HR-related tasks
• Maintained an orderly appearance throughout the reception area
• Monitored stock and ordered office supplies, including stationery and information leaflets
• Prepared monthly management reports on customer feedback, bookings, and cancellations
• Managed the departmental budget
• Updated files and records
• Enforced all cash-handling, checking, and credit procedures.

• Collaborated with internal stakeholders to close gaps and improve customer experience
• Built customer confidence by actively listening to concerns and giving resolutions
• Trained and motivated new associates on daily routines to sustain business productivity
• Redesigned customer loyalty program to create more profitable traffic
• Answering customer calls in the call center and online, providing timely solutions to various issues and cross‑selling company products and services at any given opportunity
• Supervision of the Customer service team in the absence of the team leader (Call center
• Operations Team champion)
• Developed and implemented the Customer Service strategy
• Measured customer satisfaction by analyzing feedback data and suggestions
• Handled face to face inquiries from customers
• Kept accurate records of discussions or correspondence with customers
• Reversed, approved and cancelled M‑PESA transactions
• Escalated urgent customer issues/complains to support team for timely solution.

• Coordinated timely responses to online customer communication and researched complex issues
• Evaluated interactions between associates and customers to assess personnel performance
• Assigned and designated job territories to customer care staff according to performance and history
• Offered free products or services to pacify irate or unsatisfied customers
• EnhTracked customer experiences across online and offline channels, devices, and touch points
• Collaborated with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness
• Aligned customer experience strategies with marketing initiatives
• As well as informing customers about new product features and functionalities
• Identified customer needs and took proactive steps to maintain positive experiences
• Responded to customer queries in a timely and effective manner, via phone, email, social media, or chat applications
• Analyzed customer feedback on product ranges and new releases, as well as prepared reports
• Performed product tests, evaluated after-sales and support services, and facilitated improvements
• Documented processes and logging technical issues, as well as customer compliments and complaints
• Kept informed of industry trends and new CRM technologies.