Jackson John

Experience

• 

  Uchumi Supermarkets Ltd

  Sept 2014 - Nov 2015

  Assistant Customer Service Officer

  • Provide prompt and friendly assistance to customers, addressing inquiries, resolving complaints, and offering guidance on products, services, and store layout.• Assist customers at checkout counters, ensuring smooth transactions, handling returns or exchanges, and resolving any payment-related issues.• Handle customer concerns effectively, escalating complex issues to the Customer Service Manager as needed, and ensuring satisfactory resolution.• Assist in maintaining inventory accuracy, performing stock checks, and communicating with relevant departments to replenish stock on the sales floor.• Process refunds, exchanges, and returns efficiently, adhering to store policies and ensuring proper documentation for transactions.• Handle cash transactions accurately, operate the cash register, reconcile cash drawers, and maintain a secure cash-handling environment.• Stay updated on product knowledge to assist customers with inquiries, provide recommendations, and promote sales of featured products.• Support in maintaining a clean and organized store environment, including shelving, displays, and public areas, ensuring a pleasant shopping experience.• Support the implementation of promotional activities, sales events, and marketing initiatives to drive customer engagement and sales.• Work collaboratively with other departments to ensure a cohesive customer service experience throughout the store.• Maintain accurate records of customer interactions, returns, and exchanges, and provide reports to the Customer Service Manager as required.• Adhere to store policies and procedures, including safety regulations, ensuring a safe and secure environment for customers and staff. Show less

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  Jubilee Insurance Company Ltd

  Mar 2016 - Jul 2017

  Claims Analyst

  • Review and process medical insurance claims submitted by healthcare providers and policyholders. • Verify that the claim forms are complete and accurate, including patient information, diagnosis codes, procedure codes, and billing information.• Determine the eligibility of the patient and the coverage provided by the insurance plan.• Calculate the amount payable by the insurance company and any co-payments or deductibles owed by the policyholder.• Investigate and resolve any discrepancies, errors, or inconsistencies in the claims.• Keep abreast of changes in medical coding, insurance policies, and healthcare regulations to ensure accurate claims processing.• Detect and report any suspicious or potentially fraudulent claims.• Actively participate in regular Team meetings and daily huddles and provide support to Team Seniors Show less

• 

  Jubilee Insurance

  Aug 2017 - Oct 2018

  Assistant Quality Assurance Officer

  • Conducted data cleaning by validating client details through calls.• Cross-checking claims registered in the system against data obtained from the calls.• Determine the accuracy of services rendered to clients by the selected panel of providers.• Answer inquiries by clarifying desired information and providing information via emails, phone calls, or both.• Resolved complaints by clarifying issues and exploring answers and alternative solutions.• Maintained call center database by entering information in the CRM system.• Conduct deep analysis for fraud detection.• Sell additional products by recognizing opportunities to cross-sell or up-sell new benefits.• Collect and compile client feedback for process improvement. Show less

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  Jubilee Insurance Company

  Apr 2023 - now

  Quality Assurance Analyst

  • Evaluate operational processes and activities against established quality standards, guidelines, and regulatory requirements specific to health insurance.• Assist in planning, organizing, and participating in audits, ensuring necessary documentation and resources are available for audit activities.• Extract/Collect and analyze operational data, performance metrics, and process documentation to support audit and quality assessment activities and identify trends and patterns.• Review operational documentation, procedures, and policies to ensure alignment with quality standards and compliance requirements.• Collaborate with teams to perform root cause analysis of issues and incidents, identifying underlying causes and potential solutions.• Monitor the implementation of corrective actions based on audit findings, ensuring timely resolution of identified issues.• Analyze audit findings, performance metrics, and trends to identify areas for improvement and contribute insights to enhancement efforts.• Prepare reports summarizing audit findings, corrective actions, and quality improvement initiatives for management and stakeholders.• Verify that operational processes comply with regulatory standards and internal policies, ensuring alignment with compliance requirements.• Assist in conducting risk assessments to identify potential operational risks and contribute to the implementation of risk mitigation measures.• Spearhead and participate in cross-functional teams to reduce errors, streamline processes, and enhance the customer experience.• Contribute to developing and implementing quality assurance strategies, frameworks, and initiatives to drive continuous improvement, operational efficiency, and customer satisfaction.• Collaborate with stakeholders to identify areas of improvement, develop action plans, and monitor progress towards quality objectives. Show less