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Medical Virtual Assistant
Empathetic customer support specialist and virtual assistant with 8+ years turning high-volume inquiries into loyal members.
KenyaMedical Virtual Assistant at U.S.-Based Healthcare Company
Served as a remote client-facing point of contact for multiple US healthcare accounts, running regular check-in calls and coordinating internal stakeholders during US business hours. Maintained detailed account records and resolved issues early to prevent escalations through independent account prioritization.
B2B Account ManagementClient OnboardingClient FacingCross functional CoordinationPrioritization
Managed high-volume member communications by email and phone for a US employer during CST hours, resolving inquiries end-to-end and tracking outcomes in CRM records. Verified patient identities, maintained HIPAA-aligned confidentiality, and coordinated with operations to improve appointment, billing, and access issue resolution while supporting churn-prevention outreach workflows.
Customer SupportMember CommunicationIdentity VerificationHIPAABilling Support
Earned a Bachelor of Commerce (Finance), studying business communication, strategic management, negotiation, and conflict resolution.
Earned a Bachelor of Commerce (Finance) from Meru University of Science and Technology between 2012 and 2015.
Earned a Bachelor of Commerce (Finance) from Meru University of Science and Technology between 2012 and 2015.
Delivered empathetic member and client support across email, phone, and in-person channels, handling issues from intake through resolution tracking. Increased client retention by 30% and repeat engagement by 25% by managing lifecycles in Salesforce and Zoho CRM and reinforcing follow-up cadences.
Customer SupportSalesforceZoho CRMIssue TrackingRetention ManagementFollow Up Cadences
Managed a portfolio of B2B accounts end-to-end, running kickoffs, progress reviews, and issue-resolution meetings with senior stakeholders. Increased client retention by 30% and repeat engagement by 25% using Salesforce/Zoho CRM pipeline tracking and proactive relationship management.
Account ManagementClient OnboardingClient SuccessSalesforceZoho CRM
Owned B2B client relationships from first contact through long-term engagement, leading discovery calls, kickoffs, and ongoing check-ins to set expectations and ensure smooth handoffs. Designed client loyalty and retention programmes that grew repeat business by 25% while coordinating with internal operations to deliver on commitments.
Discovery CallsRetention StrategyCross Functional CollaborationStakeholder Management
Owned the member journey from onboarding through ongoing support, managing inquiries, scheduling, account management, and executive coordination. Built client loyalty programs that increased repeat business by 25% through nurture-stage communication and member satisfaction improvements.
Business DevelopmentClient RelationsAccount ManagementMember OnboardingScheduling coordination
Coordinated daily customer communication workflows for a frontline team by creating scheduling systems, call frameworks, and documentation standards. Improved repeat business by 50% through structured after-sales follow-up and consistent outreach.
SchedulingCall FrameworksDocumentation StandardsRelationship ManagementRepeat Business GrowthTeam CoordinationClient Communication
Coordinated B2B client communication workflows and implemented account management systems, documentation standards, and quality review frameworks. Drove 50% growth in repeat business through post-sale relationship management and trained frontline team members to maintain consistent client communication.
B2B CommunicationsPost Sale Account ManagementSOP DevelopmentRepeat Business GrowthDocumentation StandardsClient Relations
Converted 80% of corporate prospects into active retained accounts through structured onboarding, timely follow-up, and professional relationship management. Acted as the primary liaison between clients and internal teams, coordinating resolutions and ensuring each account was carried through to completion.
B2B SalesClient OnboardingCustomer LiaisonAccount RetentionTeam Coordination
Acted as the primary liaison between clients and internal teams, managing communications, scheduling, and issue documentation across stakeholders. Converted 80% of corporate leads into active accounts using structured follow-up and warm, professional relationship management.
SalesLead Follow UpCorporate Account ManagementScheduling coordinationClient CommunicationPipeline ConversionRelationship Management
Profile sourced from Himalayas.