Diana Makatiani

I help businesses and organisations accomplish their goals by specialising in exceptional service to the most important person in the organisation; The Customer. 

I am an expert in ensuring 100% best practices across all activities by understanding and applying Customer service essentials and practical approaches, procedures and regulations. 

Customer Service Lead Representative 

Medimark Health Services

December 2019 – Present 

  Provide all customers with a great customer experience by listening, answering their questions and setting up appointments when needed. 

 Gathering customer feedback via Customer satisfactory survey and social media platforms that focuses on customer satisfaction.

  Developing satisfaction goals and coordinating with team members on how to meet them.

  Responding to customer service issues in a timely manner. 

 Receiving complaints in form of verbal and handwritten. 

 Communicating with customers by phone, email and face to face.

  Investigating and solve customer problems that have been forwarded by customer care members. 

 Educating customers on new services and hospital functions.

  Encouraging our customers to use our hospital as their hospital of choice.

 Maintain accurate records and all customer service activities.

  Deliver exceptional customer service to every customer by leveraging extensive knowledge of services, effective communication, and creating welcoming, positive experiences improving customer satisfaction by 67%

Front Office/Billing Officer 

Medimark Health Service 

January 2018 – December 2019 

 Exhibited professional demeanour through all interactions and demonstrated a refined etiquette with tonality while serving customers. 

 Accurate registration and billing laboratory tests including capturing bio data and contact details and capturing history where required.

  Check daily on reports status, ensure reports are issued timely.

  Handle complaints efficiently; track and maintain records for the complaints received.

  Give feedback in writing to customers for the complaints raised, analyse the complaints on a monthly basis and identify the long-term solutions.

  Process new client’s accounts, maintain customer accounts, implement changes to existing accounts, and file documents. 

 Ensure reception area and desks are clean and free from dust, spills, clutter and hazards throughout the day.

  Follow up on Insurance on behalf of the patients incase of admission process.

  Schedule and coordinate appointments.

  Perform administrative requirements such as completing necessary forms and reports and assisting managers as requested. 

 Ensure accurate invoicing of clients handled and collection of payments.

  Safeguard patient information and ensure confidentiality is kept.

Sales Representative 

Sai Ceramics

April 2017 – December 2018 

  Communicating with clients by processing their orders and responding to their queries.

  Communication with the Head Office on payments and packhouse for order confirmation. 

 Looking for new orders from clients. 

 Making sure there is clear communication to clients on their orders.

  Supervising loading and offloading of tiles and kitchen tops.

  Preparing daily reports.

  Answering office calls.

  Banking cheques and depositing cash. 

 Filing documents e.g. Bank receipts, Delivery expense notes and invoices.

BSC INFORMATICS 

Rongo University

Second Class Honors (Upper Division)