kerubosn
About Candidate
Energetic and customer-focused Customer service and marketing officer with over 5 years’
background in client-facing roles across insurtech, microinsurance and healthcare companies.
Currently at Turaco Insurance, Conducting regular check-ins with clients to maintain satisfaction
and retention, supporting clients high call volumes and complaint resolution , product training to
partner companies and cross-selling (directly and Telesales) . Demonstrates fast learning, team
coordination and collaboration skills. Passionate about service excellence and improving customer journey processes.
Location
Education
Last semester of my Bachelors of Commerce - Marketing Option
Work & Experience
-Handling high-volume inbound and outbound customer calls regarding
product/policy knowledge, insurance policies, claims and renewals.
-Conducted telesales at Rafiki Microfinance bank (a partner company) to cross sell a
product that we have with them to their clients.
-Conducted field visits in Western and Nyanza Kenya with Safaricom team to interact
with already clients and give product knowledge to new clients of a product that we
have in partnership with Safaricom.
-Managing customer queries and provide timely resolutions
-Resolving customer complaints or issues with professionalism and efficiency.
-Easily adapting to policy changes knowledge and communicating to clients with ease
-Demonstrates strong product knowledge and empathy, leading to positive customer
feedback.
-Supported onboarding of new agents by offering client handling tips and navigating
system processes
-Supported sales and marketing teams with lead management, customer follow-ups and
CRM data entry.
-Worked cross-functionally with customer service teams to ensure client satisfaction in
solution delivery.
-Managed budgeting for marketing activities, ensuring cost-efficiency and staying within
budget limits, saving the company 10% in marketing expenses
-Enhanced team collaboration by scheduling and leading regular meetings, which
improved communication and reduced project turnaround times.
-Handled inbound calls and outbound calls and coordinated follow-ups with doctors.
-Developed in-depth knowledge of healthcare products and procedures, enabling effective
responses to inquiries and accurate information dissemination.
-Provided support to front office operations and customer records, ensuring seamless
service delivery.
-Trained two junior front office assistants on call etiquette and patient handling procedures.
