Emily Agoro

A thorough and articulate Relationship Manager with experience navigating through diverse roles accorded to me meticulously and diligently. I have risen the ranks and worked in different departments in the Insurance sector. My exposure in the Insurance Industry has enabled me to acquire the ability to build strategic relationships and partnerships, resolving complex issues, winning customer loyalty, and achieving win-win outcomes with both clients and my colleagues. Key highlights of my experience include; ensuring 95% client retention of all renewal business by seeking market intelligence for all existing business to support renewal on competitive pricing, liaising closely with the underwriting team to ensure that all client debits/credits/cards/policy documents are issued correctly, identifying new business opportunities through working with brokers and independent agents, training, coaching and mentoring Relationship Officers to improve performance and cohesion within the department, overseeing medical and fund management and claims processing. Moreover, I am an expert in providing thought leadership to staff to contribute to business growth. I am currently seeking a position in organizations that will allow me to use my relationship management expertise to raise company benefits.

Senior Corporate Relationship Officer Apollo Group-APA Insurance; January 2021 to Date Duties and Responsibilities  Proactively managing a portfolio of schemes allocated by retaining the target set, maintaining, increasing premium and lives volume through organic growth, and selling additional benefits and enhancements.  Ensuring 95% client retention of all renewal businesses by seeking market intelligence and carrying out negotiation on all existing businesses to support renewal on competitive pricing.  Providing a dedicated and comprehensive service to intermediaries/clients, always acting as the primary point of contact while delivering the highest level of customer care to ensure that expectations are met and exceeded.  Ensuring visitation of customers and intermediaries is carried out frequently with a focus on building and maintaining relationships.  Handling complaints and working on problem solving for issues arising and ensuring they are worked on within the shortest time possible.  Ensuring clients are provided with correct renewal invitations and that revisions are prompt and in line with their specific requirements and secure renewals of schemes assigned.  Coaching and mentoring Relationship Officers to improve performance and cohesion within the department  Liaising closely with the underwriting team and claims team to ensure that all client debits/credits/cards/policy documents are issued correctly, dispatched promptly and claims processes adhered to and reimbursement done within set TATS.  Ensuring client database is up to date and always correct and the active list is sent to client/intermediary regularly for verification, support on premium/excess collection to prevent client going into suspension.  Providing the necessary support to the intermediary by training them on the medical products where required.  Generating correct and complete internal monthly/quarterly and annual portfolio performance reports and attending management meetings.  Observe strict adherence to cash and carried rule and/or company credit control policy and escalated exceptions and addressed reconciliation issues in liaison with the finance department.  Ensuring IRA and government regulations/rules are complied with. Business Service Team Leader- Health Apollo Group-APA Insurance; May 2019 to December 2020 Duties and Responsibilities  Identified new business opportunities through working with brokers and independent agents and ensuring that new business is priced appropriately.  Drove and supported new opportunities and collaborated with Client engagement teams to ensure growth attainment with the assigned existing client.  Trained, coached and mentored Senior Business Developers Business and Developers to improve performance and cohesion within the department.  Carried out performance appraisals for the team yearly. 3  Analyzed the risk presented through proposal forms/risk notes and issued quotations and the accepting business inline within the set criteria.  Reviewed and signed policy documents, endorsements, renewal invites and other official documents in line with the company’s underwriting manual and ensured they were sent as per timelines.  Developed and maintained relationships with intermediaries and clients through regular contact and visitations to ensure customer satisfaction, retention and business growth.  Handled customer queries and complaints while ensuring they were worked on within set timelines.  Addressed inquiries and feedback from clients within turnaround time and allocated incoming mails amongst team members and ensured they were worked on within the agreed turnaround times.  Developed departmental budget and business plan to achieve the set company targets.  Prepared reports by collecting, analyzing, and summarizing information of various medical Schemes both insured and the fund managed.  Participated in the management meetings, projects and committees as assigned.  Observed strict adherence to cash and carried rule and/or company credit control policy and escalated exceptions and addressed reconciliation issues in liaison with the finance department.  Responded to internal and external audit queries and implementation of recommendations.  Handled operational duties in the underwriting department as assigned from time to time. Key Achievements  Among 40 Pacesetters chosen by APA Insurance to oversee the aligning the 450 staff of the company into changing their culture and working towards the company’s 5-year plan.  With the help of my team, I exceeded the revenue target for the year ending 2020 by 10% and exceeded my retention budget of Kshs.297M in 2021. Insurance Supervisor CPF Financial Services-Laser Insurance Brokers; November 2018 to April 2019 Duties and Responsibilities  Provided a supervisory and guiding role to the medical insurance assistant to ensure a high level of integrity and performance for the department as they debited new business and renewals.  Reviewed medical quotations for new business pursuits including tenders and ensured all relevant documents were in place.  Responded to customer queries and provided appropriate solutions including attending and visiting clients to discuss renewals, new business, inquiries, updates, claims, etc.  Sought out new clients and developed clientele by networking to find new customers and generated lists of prospective clients.  Oversaw Medical Fund Management and claims processing.  Signed and ensured dispatch of policy documents, endorsements, renewals and other relevant documents to clients. Key Achievements  Tasked with writing a Customer Service Charter, which I saw to completion.  Trained my team members to use the Haise System to process Medical Claims. SME Medical Underwriter/Account Relationship Management Jubilee Insurance Company of Kenya; February 2017 to June 2018 Duties and Responsibilities  Provided dedicated support and comprehensive service to intermediaries and clients acting as the primary contact while addressing inquiries and feedback within the set Service Level Agreement.  Handled scheme renewal process and secured their renewals as assigned to the portfolio and ensured correct, prompt debiting and dispatch of premium invoices/debit notes and policy documents to the client as per timelines.  Ensured an up-to-date weekly reporting on renewal business status for retail business.  Offered support to the Call Centre from the back end and trained on product knowledge.  Handled complaints and ensured they were captured on the Customer Relationship Management tool and worked on by the relevant team.  Handled scheme retention through constant contact with clients via email, calling and walk-ins.  Liaised with credit controls and finance for prompt client invoicing and collection of unpaid medical premiums. 4 Key Achievements  Improved Turnaround Time on sending of renewal invites to clients from 30 days to 60 days.  Retained renewal business worth over Kshs 30 million in revenue in the first quarter.  Customer Relationship Management (CRM) tool team champion. Individual Medical Underwriter/Relationship Officer Jubilee Insurance Company of Kenya; May 2015 to January 2017 Duties and Responsibilities  Performed underwriting functions for submitted proposals within the risk guidelines and archived the information in manual and electronic form.  Processed individual medical renewal notices and made follow-ups on renewal lapses to ensure business retention.  Performed underwriting functions of Individual Medical by activation in the system, processed renewal endorsements and policy documents.  Worked on individual business quotations and while ensuring they were delivered within the agreed timelines and made follow-up with the clients.  Trained intermediaries and call centre staff on product knowledge.  Handled queries from walk-in clients and email correspondence from intermediaries and members while ensuring complaints were addressed.  Responsible for running and dispatching loss ratio reports and renewal notices. Key Achievements  Trained call centre staff on JCARE products thus increasing product knowledge and improving customer satisfaction. OTHER PAST EXPERIENCES  Customer Service Officer; Prepaid and Advantage Safaricom Limited, August 2008 to December 2014.  Sales/Marketing; Consultant Lan- X Africa, January     2008 to August 2008

EDUCATION BACKGROUND  Master of Arts in Entrepreneurship Development- University of Nairobi; 2007 to 2015.  Bachelor of Arts Communication and Sociology- University of Nairobi; 2004 to 2007.  K.C.S.E- Ahero Girls High School; 1998 to 2001. PROFESSIONAL COURSES-  Diploma in Insurance (AIIK)- College of Insurance-; July 2017 to March 2022.  Diploma in Customer Service-Credit- Institute of Commercial Management-UK; June to December 2018. SHORT COURSES  Empowerment Program for Managers- Profiles International.  Public Speaking- Corporate Staffing Services; January to March 2020.  Medical Insurance Webinar- Zep-Re; July to August 2020.