Alice Judy Gathoni

Experience

• 

  TIFA Research

  Mar 2019 - Oct 2019

  Computer assisted and Telephone Interviewing Agent (Call Center Team Lead)

  1. Team schedule planning.2. Tracking customer support metrics.3. Handling escalations.4. Monitoring queue5.Conducting quality assurance on agent's interaction.

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  Resolution Insurance Kenya

  Oct 2019 - Mar 2020

  Care Coordinator - Medical Advisory Department

  1. Answer clients(internal and external) and provider queries on policy benefits detailsincluding but not limited to balances, providers they can access and coverage details in atimely manner.2. Coordinate outpatient undertakings for clients without membership cards or thosemissing on the active list in hospitals.3. Coordinate referrals for clients and track delivery of the same. Coordinate memberpost-discharge follow-up calls to check on their progress, any additional servicerequirements and provide any additional support.4. Log in help desk interactions and forward to relevant persons to assist depending on thequery type.5. Generating outpatient reports which include dental, optical, referral, and outpatientquarterly reports to compare the quarter budgets and present to the department. Show less

• 

  Sendy

  Mar 2020 - Jul 2023

  1. Owning Freshdesk setup, integrations, and automation.2. Monitoring call queues, tickets, and chat dashboards.3. Developing a customer support team schedule as per business hours.4. Maintaining and updating both our internal knowledge base, as well as our external support portal.5. Exploring opportunities to leverage automation and AI-based tools to streamline repetitive support tasks, improve response times, and enhance the overall support experience for6. Tracking customer support metrics and processes and ensuring accountability.7. Updating customer support playbook.8. Analyzing issues raised to customer support and following up with relevant departments.9. Tracking internal alerts on Slack and ensuring it has been picked.10. Interpreting customer feedback to product teams for product and feature development. Show less 1.Respond to customer calls, emails, social media, chats, App reviews.2. Receive and respond to customer complaints and inquiries on products and processes. 3. Follow up on orders through the customer care portal to ensure timely delivery. 4. Undertake manual billings for partners. 5. Consolidate the daily tracking report for the teams. 6. Follow up on issue resolution with respective departments 7. Provide first-level support to partners and customers through troubleshooting the system. 8. Timely escalation of product issues and tech support. Show less

  • Customer Service Lead

    Jan 2023 - Jul 2023

  • Customer Experience Associate

    Mar 2020 - Dec 2022
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  Kwara

  Sept 2023 - now

  Customer Success Associate