AchievementsUpheld customer data privacy by safeguarding sensitive information in the CarePay M-Tiba Provider & Payer CRM portal, protecting details such as tax information, medical records, contact information, and home addresses.Cross-trained with Customer Experience team members, gaining hands-on experience in inbound call handling. This ensured that payers (insurers), members (patients), and providers (health facilities) received timely support, effectively minimizing downtime by 100%.Collaborated closely with my manager and team leader, Ms. Loise Kimamo, during successful onboarding to CarePay provider portal and payer portal CRM systems. This enabled me to process claims for members' medical insurance, increasing efficiency by over 50%.Actively participated in the V2 & V3 product launch meetings under directions from the Brand & Digital Manager, Claude Onkundi.Developed great communication skills through great communication and team collaboration with the customer experience team.Trained on effective use of Freshdesk ticketing system to effectively respond to the customer queries through email and inbound phone calls which increased efficiency by over 50%.Actively participated in the Pre-authorization of documents to enhance visible to providers for better communication.Successfully participated in the authentication of claim forms, bills and invoices which increased accuracy by20%.