Resume MANAGEMENT,CUSTOMER SERVICE ,INVENTORY in Canada Toronto

PROFESSIONAL EXPERIENCE Lead Administrative Data Claims Jubilee Health Insurance Company – Nairobi, Kenya October 2021 – June 2024 ● Enhanced claims processing efficiency by 20% by optimizing workflows and resource allocation. ● Supervised a team of 10+ members, achieving a 95% compliance rate with legal and company standards. ● Reduced claims error rates by 15% through the implementation of robust review procedures. ● Directed budgeting and reporting processes, providing actionable insights to senior management. ● Streamlined claims verification processes, reducing turnaround time by 25%. ● Processed bordereaux data in Excel, including policy updates, endorsements, payment schedules, and cancellations. ● Led cross-functional collaboration to ensure timely and accurate resolution of claims. Team Lead, Customer Service Manager Jubilee Health Insurance Company – Nairobi, Kenya January 2020 – September 2021 ● Achieved a 30% increase in customer satisfaction by implementing tailored support strategies. ● Directed a team of junior customer service representatives, ensuring consistent service quality. ● Resolved 95% of customer inquiries and complaints within the first contact. ● Implemented tracking systems to monitor customer interactions, improving feedback response rates. ● Coordinated with internal teams to resolve complex customer issues efficiently. ● Provided regular training and development sessions to enhance team performance. Customer Service Representative Naivas Supermarket Limited – Nairobi, Kenya January 2019 – December 2019 ● Handled an average of 50+ customer inquiries daily, achieving a 98% customer satisfaction rate. ● Supported promotional campaigns, contributing to a 15% sales increase during high-demand periods. ● Maintained accurate records of transactions and complaints, reducing errors by 10%. PROFESSIONAL SUMMARY. Analytical and organized team leader with over 5 years of expertise in customer service, claims processing, and administration. Demonstrated ability to deliver high-quality solutions, manage cross-functional teams, and drive operational efficiency. Achieved measurable results, including a 30% increase in customer satisfaction and a 15% reduction in claims error rates. Skilled in managing projects under constraints, fostering client satisfaction, and enhancing team productivity.

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❖ MicrosoftOfficeSuite(AdvancedExcel,Word,PowerPoint) ❖ CRMPlatforms ❖ InsuranceClaimsProcessingTools ❖ DataVisualizationandReporting CORE COMPETENCIES. ❖ InsuranceClaimsAdministration:Expertiseinend-to-endclaimsprocessingandcompliance. ❖ CustomerRelationshipManagement(CRM):Provenabilitytomaintainstrongclientrelations. ❖ Leadership&TeamManagement:Successfullysupervisedandmentoreddiverseteams. ❖ DataAnalysis&Reporting:Stronganalyticalskillsforfinancialandoperationalinsights. ❖ ProcessOptimization:Identifiedandimplementedworkflowimprovements. ❖ Compliance&RegulatoryStandards:Ensuredadherencetolegalandcorporatepolicies. ❖ Budgeting&FinancialReporting:Developedandmanagedfinancialreportsforsenior management. ❖ ExceptionalCommunicationSkills:Clear,effectivecommunicationwithstakeholdersatall levels.

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PROFESSIONAL SUMMARY. Analytical and organized team leader with over 5 years of expertise in customer service, claims processing, and administration. Demonstrated ability to deliver high-quality solutions, manage cross-functional teams, and drive operational efficiency. Achieved measurable results, including a 30% increase in customer satisfaction and a 15% reduction in claims error rates. Skilled in managing projects under constraints, fostering client satisfaction, and enhancing team productivity.