Robert Ochieng

Experience

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  BLUERIBBONS INVESTMENTS, KISUMU

  Jan 2016 - Dec 2016

  ACCOUNTS MANAGER (ACM),

  Had a loan recovery of over 70% monthly on the allocated portfolio. Maintained updated records of clients interactions, transactions and processed customer accounts Collaborated with team to quickly resolve customer complaints with appropriate action. Formulated collection strategies to ensure timely customer payments. Gave feedback to customers on account status Managed upset and stressed clients and those who were unwilling to pay and came to a mutual agreement.

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  Kenya Medical Association

  Jan 2018 - Apr 2021

  Project Assistant

  1. Designing and planning project activities- Developing project work plans and schedules2. Establishing and maintaining collaboration with stakeholders-Developing good working relationships, building capacity of and collaboration between various management organs of partner in addressing the objectives of the assigned project.-Preparing and disseminating formal correspondence, including drafting of correspondence on project related issues, Represent KMA at meetings, events, conferences, etc. with the relevant departments of Government Ministries and other stakeholders3. Coordination of assigned projects- Providing logistical support, follow up meetings and other events organized by KMA, Providing professional guidance and follow up of participants after trainings. Making itinerary for the officials and the projects4. Maintain high quality documentation throughout the project lifea. Preparing, disseminating and compiling of necessary project templates and documents.b. Ensuring timely filing of project documentation (both physical and electronic).c. Maintain a registry of project-related correspondence and progress as well as technical reports.d. Administrative duties5. Administrative duties Coordinated more than 50 training(CPD) for doctors both virtual and physical Organized and oversaw the Annual General meetings including the virtual Produced the first ever KMA Magazine Maintained an upto date membership database and the online portal Coordinated the monthly directors meetings and hosted the ones held virtual Documentation and reporting of the Membership subscription fees Recruited more than 500 new members into the association Show less

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  Adevia Health

  Jan 2022 - Dec 2022

  Licensure Assistant- Customer Relations Officer

  Responsible for responding to nurses’ inquiries, as well as help in resolving issues or complaints.Roles and ResponsibilitiesAnswering customer inquiries or passing them on to the appropriate department.Identify and assess customers’ needs to achieve satisfaction.Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Learn and maintain full knowledge of company products and services in order to meet and exceed customer requirements.Provide accurate, valid and complete information by using the right methods.Keep records of customer interactions and process customer accounts.Take the extra mile to engage customers.Ensuring customer satisfaction by conducting efficient customer service. Show less

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  First Assurance

  Jun 2023 - Dec 2023

  Customer Care Executive,Medical Division

  • Immediate management of inbound and outbound calls in line with contact centre call guidelines/etiquette • provide solutions to customers in a professional way within the stipulated TATs.• Escalate All complaints/feedbacks triggered via calls to respective departments.• Advise and guide prospective customers’ inquiries about FA medical products and services.• Respond to the insured customers about benefits inquiries.• Efficient & accurate submission of approvals in line with the medical policy.• Obtaining medical information from providers with written correspondence if necessary.• Interacting with clients, Intermediaries and services providers as required to resolve problems in a manner that is legal, ethical, and consistent with the principles of the policy.• Accurate checking and confirming membership validity, benefits and sending member statement upon enquiry.• Accurate guidance on provider network enquiries from brokers, providers, members etc.• Vetting and confirming validity of the service given by the service provider in relation to the member benefit covered, treatment given, adherence to provider panel rules and cost of treatment. Show less

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  Heritage Insurance Company Ltd

  Jan 2024 - now

  Customer Experience Analyst