YVONNE KATUSYA
Nairobi, Nairobi Province
Summary
Successful all round and hardworking with ten years of experience in managing and maintaining comprehensive records systems to ensure accuracy and accessibility. Utilizes organizational skills to streamline processes and enhance data retrieval efficiency. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Knowledgeable in regulatory standards and best practices in records management. Skilled in analyzing data, negotiating settlements, and adhering to regulatory guidelines. Strong focus on team collaboration and delivering results. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Care Officer
National Hospital Insurance Fund, NHIF
06.2021 - Current
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers, leading to increased repeat business.
- Contributed to team efforts in exceeding monthly sales targets through upselling products and services when appropriate.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Reduced customer complaints by providing timely solutions to issues.
- Provided outstanding support during peak periods, ensuring all customers received prompt attention.
- Actively participated in weekly meetings and provided valuable input towards improving overall operations.
- Assisted in implementing new policies and procedures that led to increased efficiency within the department.
- Streamlined communication between departments for efficient problem resolution.
- Enhanced company reputation through excellent customer service and professional demeanor.
- Collaborated with team members to meet departmental goals and improve overall performance.
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole.
- Analyzed data trends to identify areas requiring improvement in the customer experience.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Implemented innovative strategies for managing high-stress situations effectively.
- Analyzed customer feedback to identify areas for improvement.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Assigned and designated job territories to customer care staff according to performance and history.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved accounting, service and delivery concerns.
Records Officer
National Hospital Insurance Fund, NHIF
11.2014 - Current
- Advised management on best practices for records management, supporting company-wide initiatives to improve efficiency.
- Conducted regular audits of record-keeping systems to identify areas of improvement and implement corrective measures.
- Participated in ongoing professional development opportunities to stay up-to-date on industry trends and best practices in records management.
- Enhanced records accuracy by implementing a comprehensive filing system and verifying all documents upon entry.
- Collaborated with cross-functional teams to establish document retention schedules, ensuring compliance with industry regulations and company policies.
- Maintained strict confidentiality standards, ensuring the privacy of sensitive information for clients and employees.
- Streamlined records retrieval processes, reducing wait times for internal and external stakeholders.
- Facilitated seamless transitions between paper-based and electronic record-keeping systems by developing clear guidelines for staff members to follow during migration periods.
- Managed physical storage units, maintaining organization and accessibility of archived files.
- Optimized space utilization by consolidating redundant files and reallocating available resources efficiently within storage facilities.
- Responded promptly to requests for information from internal departments or external parties, fostering positive working relationships throughout the organization.
- Implemented quality control measures to maintain high levels of data integrity within both paper-based and digital archives.
- Monitored key performance indicators for the department, identifying areas for improvement and taking action to address gaps in efficiency or effectiveness.
- Oversaw the secure disposal of outdated or irrelevant records in accordance with established guidelines, minimizing risk associated with data breaches or non-compliance fines.
- Provided excellent customer care by responding to inquiries and requests for information.
- Assisted with typing, data entry, and answering incoming calls as required.
- Followed confidentially regulations to maintain privacy.
- Maintained accuracy of records by verifying accuracy of data in records.
- Transferred inactive records to storage to free up space and preserve history.
- Developed efficient filing system to retrieve records quickly.
- Updated records with new information.
- Followed established policies and procedures to maintain compliance with regulations.
- Assisted with record management system implementation and maintenance to streamline operations.
- Verified accuracy of patient information in medical records.
- Input data into computer programs and filing systems.
- Communicated effectively with staff, and stakeholders by email and telephone.
- Sorted and distributed incoming and outgoing records.
- Maintained accuracy, completeness, and security for medical (claims) records and health information.
- Followed exact procedures for handling transfers and other releases of records.
Clerical Officer
National Hospital Insurance Fund, NHIF
09.2014 - Current
- Provided exceptional customer service to both external clients and internal staff, addressing inquiries promptly and professionally.
- Developed effective time management skills by prioritizing tasks according to urgency and importance.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Demonstrated versatility in handling diverse clerical tasks including scheduling appointments, answering phones, and coordinating travel arrangements.
- Supported management with daily administrative tasks, enabling them to focus on strategic decision making.
- Ensured compliance with company policies and procedures through diligent documentation review and maintenance.
- Drafted professional memos, letters, and marketing copy to support business objectives and growth.
- Maintained strict confidentiality standards when handling sensitive information, safeguarding the privacy of employees and clients alike.
- Maintained employee files in accordance with company policies and legal requirements.
- Responded to inquiries from callers seeking information.
- Improved office efficiency by streamlining document filing systems and managing electronic records.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Collaborated with cross-functional teams to complete projects efficiently while maintaining open lines of communication between departments.
- Boosted employee morale through thoughtful organization and execution of team-building events.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Maintained accurate records and confidentiality of records.
Claims Officer
National Hospital Insurance Fund, NHIF
06.2015 - 05.2021
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Negotiated fair settlements with policyholders while maintaining positive relationships between the company and clients involved in disputes.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Minimized fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Prepared comprehensive reports for upper management detailing key findings from investigations into complex claim cases.
- Served as a mentor for junior staff members, offering guidance in navigating difficult situations encountered in the role.
- Reduced claims processing time by streamlining documentation and communication procedures.
- Improved interdepartmental communication to expedite claims processing and foster a collaborative work environment.
- Maintained compliance with regulatory requirements by staying current on industry changes and updating policies accordingly.
- Utilized data analysis tools to identify trends in claims data, informing process improvements for greater efficiency.
- Conducted audits of closed claims to ensure accuracy, consistency, and adherence to company standards.
- Continually updated knowledge on industry-specific regulations, ensuring compliance and maintaining a high standard of professionalism in interactions with clients.
- Identified potential subrogation opportunities through careful examination of case details.
- Developed training materials for new Claims Officers, fostering professional growth and improving team performance.
- Implemented innovative strategies for reducing claim cycle time without compromising quality or accuracy of decisions made.
- Supported departmental goals by contributing ideas during team meetings aimed at refining processes within the organization.
- Followed up with facilities on unresolved issues.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Evaluated and settled complex claims in strict timeframes.
- Carried out administrative tasks by communicating with clients(facilities), distributing mail, and scanning documents.
- Processed and recorded new policies and claims.
- Prepared claim forms or related documents and reviewed for completeness.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Posted payments to accounts and maintained records.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Maintained confidentiality of patient finances, records, and health statuses.
Education
Bachelor of Science - Bachelor of Science in Information Science
Kenya Methodist University
Nairobi10-2021
Bachelor of Science - Diploma in Information Science
Kenya Methodist Univesity
Nairobi 10-2019
Certificate in Computer Applications
Holy Rosary College
Tala, Machakos09-2011
Certificate in Personnel Management
University of Nairobi
Nairobi04-2011
Kenya Certificate of Secondary Education
Tala Girls Secondary School
Tala, Machakos11-2009
Kenya Certificate of Primary Education
Syathani Primary School
Mwala, Machakos11-2005
Skills
- Complaint handling
- Call center experience
- Well-organized
- Customer response
- Performance improvement
- Customer support
- Persuasive attitude
- Documentation and reporting
- Procedure optimization
- Customer service background
- Escalation management
- Excellent problem-solving skills
- Computer skills
- Calm and professional under pressure
- Complaint investigation
- Customer service
Languages
English
Full Professional
Swahili
Native or Bilingual
Timeline
Customer Care Officer
National Hospital Insurance Fund, NHIF
06.2021 - Current
Claims Officer
National Hospital Insurance Fund, NHIF
06.2015 - 05.2021
Records Officer
National Hospital Insurance Fund, NHIF
11.2014 - Current
Clerical Officer
National Hospital Insurance Fund, NHIF
09.2014 - Current
Bachelor of Science - Bachelor of Science in Information Science
Kenya Methodist University
Bachelor of Science - Diploma in Information Science
Kenya Methodist Univesity
Certificate in Computer Applications
Holy Rosary College
Certificate in Personnel Management
University of Nairobi
Kenya Certificate of Secondary Education
Tala Girls Secondary School
Kenya Certificate of Primary Education
Syathani Primary School
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