Maintaining a positive, empathetic, and professional attitude toward clients at all timesA primary point of contact within the hospitalInvestigate and respond to all customer enquiries promptly directly to customer inquiries either face to face, by telephone or electronicallyResolving customer complaintsWelcoming, receiving, guiding and directing the patients around the hospitalFilling and processing of application formsInvestigate and respond to all customer enquiries promptly.Escalate complex queries to the appropriate functional area.Carry out customer and product related document processingMake customers’ experiences better by ensuring customer satisfactionCommunicating with customers through various channelsDevelops and maintains strong relationships with customers by providing support, information, and guidanceProvides excellent customer service by responding promptly to customer inquiries, questions, acknowledging concerns and resolving complaints.Answer all incoming calls and redirect them or keep messagesHandling patients, referral sources and administrative department inquiresAssisting the doctors in booking appointments for the next visit of the patientEntering patient information into a customer information systemServing as a backup when other employees are out due to absent staff members

• Amplified handling of customer complaints by 10% improvement, providing appropriate solutions and alternatives within the time limits while following communication procedures, guidelines, and policies.• Kept records of customer interactions, processed customer accounts, and filed documents• Answered questions about the company's products and services• Orchestrated use of Microsoft Dynamics AX/Dynamics 365 for screen search and support for customers in real-time• Used Emplifi real-time dashboards to monitor and analyze the volume of cases across social media channels (Twitter and FB), including the ability to route customer comments and queries to the right teams based on priority, channel, and other custom organization rules.

• Conducted digital skills training for 100-200 clients in a month• Collected and updated information into relevant databases.• Optimized errors and organized information which led to swift and accurate capture of data and information which improved services by 20%• Sorted and organized hard copies of paperwork after entering data electronically.• Assisted with special projects that required large amounts of data entry.• Created awareness and conducted a survey for the digital skills program.• Assisted in monitoring and tracking the implementation of the program in the county and all sub-counties.• Coordinated Digital skills activities in my county and thematic area under my supervisor.