Resume Claims Officer, Risk Manager, Account Manager, in Kenya Nairobi

PROFESSIONAL EXPERIENCE APRIL 2022 TO DATE Currently working as a Venue Staff officer with British Council with the following responsibilities: • Provide a consistent and positive customer experience in line with the British Council Customer Service Strategy and relevant corporate standards and policies. • Be accountable for agreed individual income and conversion targets every month. • Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements. • Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, to meet customer needs and support the delivery of the in-country Examinations Business Development Plan • Contribute directly to customer service indicators such as customer feedback, mystery shopping and customer effort assessment scores for the Exams center. • Report promptly to test venue at agreed time. In case of any delays or if unable to get to the test venue, inform the appropriate test day or British Council Examinations Services staff in a timely and professional manner. • Follow and implement all relevant standards & procedures, based on training and reference materials provided by the British Council Examinations Services and the relevant Exam Boards. • Be familiar and execution with the emergency procedures for the test day venue. • Invigilate exams to the standard required by the British Council Examinations Service and the relevant Exams Boards. • Actively monitoring assigned candidates during tests to ensure that there is no violation of test condition, procedure and field operations. • Supporting supervisor to ensure that candidates have a positive and consistent test day experience along with positive image of the British Council. • Ensure all material is accounted for and handed over securely to the supervisor. • Update and maintain accurate records of exam assignments. Complete all reports, logs and claims accurately as required by British Council Examinations Services. • Follow all relevant guidelines and policies in the areas of: Data Protection, Child Protection, Health & Safety, Equal Opportunities and Diversity, and Anti-Fraud. • Report any incidents, emergencies or breaches of security to the appropriate test day supervisor March 2012 to March 2020: Working with Kenya Airways Limited as Claims assistant performing the following responsibilities:  Evaluate, negotiate, and recommend valid claims for approval to fulfill the company’s contractual obligations for customer retention.  Ensure timely renewal of Kenya Airways Group’s insurance policies, including liaising with broad range of internal stakeholders to collate the required underwriting information.  Draft, review and advise on insurance and indemnity clauses language in various commercial contracts.  Liaise with internal stakeholders to collate the required monthly declarations information in line with insurance policies’ requirements.  Perform annual policy premium and profit commission working and adjustments.  Assist with reviewing and drafting internal policies and procedures for Corporate Insurance Department.  Provide day to day handling of insurance matters, including issuing insurance certificates and advising internal stakeholders on insurance coverage in place.  Coordinate insurance claims handing process and take proactive approach to insurance claims.  Liaise with external insurance companies and insurance brokers on insurance matters.  Drive and participate in various initiatives and projects undertaken by Corporate Insurance Department.  Directly interact with customers and resolve claims complaints to enhance customer satisfaction.  Instruct appointed lawyers to take-up claims in litigation and subsequently monitor, support, and propose the appropriate direction of litigation to minimize loss exposure to the company.  Maintain a claims data archiving system as per legislation to protect the company’s exposure to recurring claims.  Recover claims costs from responsible third parties to reduce company costs.  Analyze incident and loss trends and monitor implementation measures to minimize losses.  Train outstation claims staff and handling agents on claims handling procedures and requirements to impart skills.  Induct and offer consultation on claims to outstation claims handling teams and handling agents for efficient claims settlement and enhance customer satisfaction.  Reconcile insurance accounts for proper cost allocation and accurate financial reporting.  Prepare claims reserve reports for all outstanding claims for financial reporting to reflect the correct position of liabilities on the financial statements. March 2011 to May 2011. Worked at UAP Insurance Company as an intern as an Assistant Underwriter in Life Department, performing the following task:  Accurate recording and registering/posting of new claims  Reserving adequately by setting initial reserves for new claims and revising older claims after anticipation of the quantum as per loss adjuster reports.  Analysis of claims details vis-a-vie the policy details  Determining settlement amount and issue discharge voucher for fully documented claims.  Attending to reinsurance aspects of claims by ensuring that the treaty and facultative reinsures are advised of new claims affecting them, are regularly updated on the progress, and that recoveries are made on all matters.  Promptly attending to customers complaints and enquires. January 2006 to January 2008 Worked at Edwan Pharmacy Ltd as a Cashier and Financial adviser performing the following tasks • Handling customer transactions. • Counting the money in the cash drawer to ensure that the total amount matches the total recorded by the register. • Promoting and selling medical products to meet given or negotiated sales targets. • Prepare, maintain, and record records of inventories, receipts, purchases, or deliveries, using a variety of computer screen formats. • Process medical insurance claims, posting bill amounts and calculating payments. • Producing financial reports

EDUCATION February 2008 – December 2011 JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY Pursued Bachelor of Science – Actuarial Science degree February 2002 to December 2005 EMINING BOYS HIGH SCHOOL. Kenya Certificate of Secondary Education (KCSE) Grade obtained: B+ (Plus).

Risk Identification and Mitigation: Developed the ability to identify and profile various risks such as financial risk, corporate risk, and market risk. Also, learned to mitigate their impacts and maximize opportunities presented by certain risks. Communication and Leadership Skills: Demonstrated effective communication skills to motivate and build relationships internally and externally, fostering strategic partnerships and providing advice across all levels of management. Negotiation and Conflict Management: Acquired skills in reaching consensus among conflicting parties to resolve existing problems and prevent future occurrences. This includes active listening and negotiation skills to achieve fair resolutions. Computer Proficiency: Proficient in various Microsoft Office applications including Excel, PowerPoint, Access, Word, and DOS. Customer Service: Demonstrated a consistent and positive customer service approach, meeting targets, building rapport with customers, and ensuring a positive customer experience. Examination Management: Managed examination services/products, including registration, coordination, and invigilation, ensuring adherence to standards and procedures. Claims Handling and Insurance Management: Evaluated, negotiated, and recommended valid claims for approval, managed insurance policies, coordinated claims handling processes, and interacted with internal and external stakeholders regarding insurance matters. Financial Management: Handled customer transactions, managed cash drawers, prepared financial reports, and processed insurance claims, contributing to efficient financial operations. Data Analysis and Reporting: Maintained accurate records, prepared reports, and analyzed incident and loss trends to minimize losses and ensure accurate financial reporting. Internship Experience: Gained experience in insurance underwriting, claims processing, and customer service during internship at UAP Insurance Company. Education: Obtained a Bachelor of Science degree in Actuarial Science from Jomo Kenyatta University of Agriculture and Technology, demonstrating expertise in quantitative analysis and risk assessment.

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Time Management: Likely developed strong time management skills through juggling various responsibilities and meeting deadlines in professional roles. Attention to Detail: Demonstrated attention to detail in tasks such as evaluating claims, handling financial transactions, and maintaining accurate records. Problem Solving: Developed problem-solving skills through resolving conflicts, negotiating agreements, and analyzing claims details. Teamwork: Likely gained experience working collaboratively with colleagues in diverse roles and settings, contributing to the achievement of team goals. Adaptability: Demonstrated adaptability by transitioning between roles in different industries (e.g., insurance, retail, education) and handling diverse tasks and responsibilities. Leadership: While not explicitly mentioned, the roles described may have provided opportunities to demonstrate leadership qualities such as initiative, decision-making, and delegation. Training and Mentoring: In roles such as claims assistant and intern, may have gained experience in training and mentoring junior staff or interns, imparting knowledge and skills related to claims handling and insurance procedures. Customer Relationship Management: Likely developed skills in managing customer relationships through roles involving customer service, complaint resolution, and client communication. Analytical Thinking: Acquired analytical thinking skills through tasks such as analyzing claims details, evaluating risks, and reconciling insurance accounts. Interpersonal Skills: Demonstrated strong interpersonal skills in roles requiring interaction with internal and external stakeholders, including customers, colleagues, insurers, and lawyers.