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Medical CSR
Executive assistant and administrative professional supporting clinic, insurance, telecoms, and legal teams; reduced clinic no-shows by 40%.
KenyaMedical CSR at Bellagio Foot and Ankle
Handled calendar management and appointment scheduling for a busy clinic, including rescheduling and cancellations. Reduced appointment no-shows by 40% by introducing a systematic 24-hour pre-appointment reminder call protocol.
Calendar ManagementAppointment SchedulingCorrespondence ManagementRecords ManagementPatient CommunicationReminder Protocols
Served as first point of contact and liaison for incoming calls, screening and pre-qualifying leads and routing them to licensed agents. Applied product knowledge to resolve client enquiries at first contact, strengthening client relations.
Lead QualificationClient RelationsData EntryCommunication SkillsProduct Knowledge
Pursued a degree in Journalism and Mass Communication, graduating with Second Class Honours (Upper Division).
Completed a bridging course in mathematics, achieving a Credit I grade.
Completed secondary education, earning a KCSE certificate with a grade of C (Plain).
Acted as the professional first point of contact, welcoming patients, representatives, and vendors. Coordinated appointment scheduling, insurance updates, and physical medical file setups, supporting records management and document control.
Appointment SchedulingRecords ManagementDocument ControlPayment ProcessingMedical BillingMulti Line Phone SystemsPatient Confidentiality
Handled a high volume of inbound support requests across chat, email, and phone. Resolved customer complaints and provided hands-on technical troubleshooting for mobile devices, consistently exceeding sales targets by upselling premium packages.
Customer SupportTechnical TroubleshootingComplaint ResolutionUpsellingPayment ProcessingBilling Disputes
Handled executive calendar and diary management, meeting coordination for legal conferences, and office administration including inventory control. Prepared document drafts and maintained case files and records under strict deadlines, handling confidential legal information with discretion.
Calendar ManagementMeeting CoordinationOffice AdministrationInventory ControlDocument DraftingRecords ManagementConfidentiality
Profile sourced from Himalayas.