Dorothy Samena

Experience

• 

  Ms Kenya Danish Association

  Jan 2008 - Dec 2008

  Office Administrator

  • Receiving calls;• Front office management;• Streamlined their filing system

• 

  The Nairobi Hospital- Dr. Peter Mugwe

  Jun 2009 - Jul 2016

  Administrative Officer/Customer Service Assistant

  As the administrative assistant/customer service assistant for Dr. Peter Mugwe, ENT surgeon I: • Created and maintained a consistent database of the patients, including corporate companies, insurance companies, major hospitals and other senior citizens (Government officials) providing adequate record for planning.• Ensured that all outstanding bills are paid at the end of each month, enhancing our cash flow records and providing a clear monthly outlook on the month’s expenses.• Followed up on invoices that amount up to over 5 million for the medical insurance companies • Maintained accurate and detailed calendar of events, due dates, and schedules related to the assigned work unit or program and its services to ensure proper tasks and activities occur as scheduled• Kept an up-to-date diary indicating client, business and theatre appointments as well as Doctor’s travel dates and plans.• Created good relationship between the doctor and the clients. This process was efficient because of good communication and the ability to work with very short time lines Show less

• 

  Britam

  Aug 2016 - now

  In my role as a retail sales administrator, retail investment & pension business development professional I :• Plan, schedule and execute trainings of intermediaries and internal staff to enhance their product knowledge, enhancing their conversion rates and overall customer relations. • Conduct on ground sales activations which significantly increase customer acquisition prompting the organization to consider more in the future.• Initiate client visits and provided support to intermediaries resulting in a 98% customer retention rate.• Lead a team of 5 in Customer Service/Tele sales which has a reach of at least 1000 customers on a month-to-month basis, providing FAs with a sufficient pool of potential clients.• Coordinate activities of a department of 35 professionals on various operations activities ensuring adequate provisioning and support on work relate matters. Removing bottleneck allowing the team to shine in their roles.• Lead risk compliance, ensuring our team complies with all relevant policies resulting in zero penalties subjected to the organization. Show less As the administrative assistant/customer service assistant I:• Maintained an accurate record/register of all customer interactions through walk in clients, phone calls, letters, financial advisors, emails and other customer interactions enabling easy communication to the customers and opportunity to upsell by the sales team.• Ensured accuracy and completeness of client documents escalated or forwarded for processing - claims, EFTs, endorsements promoting the company’s operational excellence.• Promptly prepared branch reports for productivity valuation, for the 32 branches providing management with a clear outlook of current conditions. • Maintained a neat and accurate petty cash record book and ensure a float of Kes. 100,000 was maintained at all times.• Coordinated day-to-day branch administrative issues; office cleanliness, filing documents, equipment functions for efficiency in the branch Show less

  • Assistant Business Development Manager, Retail Investment Products

    Jul 2023 - now

  • Business Development Executive, Retail Investment Products

    May 2022 - Jul 2023

  • Retail Sales Administrator, Retail Investment & Pension Business Development

    Oct 2018 - Apr 2022

  • Customer Service Assistant/Administrative Assistant

    Aug 2016 - Sept 2018