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EMILY OCHOLA

EMILY OCHOLA

CUSTOMER EXPERIENCE & RELATIONSHIP MANAGER

Customer Service / Support

Nairobi, Nairobi Area

Social


About EMILY OCHOLA:

As a customer-centric and customer-success professional, dedicated to exceeding expectations and maintaining a positive and professional attitude toward customers. I am focused on defining and analyzing customer requests to resolve issues accurately and promptly to win customer loyalty within diverse sectors. I am proficient in engaging with people from multicultural levels and backgrounds as I endeavor to ensure the needs and interests of clients are always catered for. My diverse experience and diverse skills have been vital to ensuring functions in a company are flawless to ensure customer retention hence business growth. 

Experience

Relationship Manager

Jubilee Insurance Limited; March 2019 to Date

Duties and Responsibilities:

  • Contributing to the portfolio's growth (top line) to the set annual targets.
  • Working to meet margins on various parameters as set annually.
  • Adhering to all the processes, procedures and controls set within the department on various parameters relating to your role and deliverables.
  • Demonstrating Teamwork/spirit, continued personal development, and working with integrity, passion and commitment.
  • Training and increasing uptake of all automation initiatives by all clients/intermediaries.
  • Ensuring that an unexpected impressive level of customer service is provided to intermediaries/clients to meet and exceed all expectations.
  • Carrying out crisis management by addressing any complaints raised by members and ensuring the company’s reputation is not put at risk.
  • Maintaining a deep knowledge of company products and services and building solid relationships with prospective and existing clients.
  • Researching and pursuing new business opportunities, identifying clients' needs and requirements, and proposing suitable solutions.
  • Providing clients with comprehensive product/service consultations and guiding their decision-making process.
  • Create and monitor customer journey from onboarding stage 
  • Use CRM system to manage customer interactions, monitor team performance,
  • Upselling and cross-selling products/services to clients and ensuring client satisfaction.

 

 

Relationship Manager

Resolution Insurance Limited; March 2016 to February 2019

Duties and Responsibilities;

  • Initiated, developed and maintained quality long-term business relationships with clients to ensure high business renewal.
  • Prepared and delivered renewal reminders before the expiry of the scheme and Implemented/Executed Fully the stipulated corporate service plans.
  • Maintained accurate and updated client records and regularly communicated pertinent information/changes to clients.
  • Wrote minutes for all client meetings, summarized any additional actions required, and followed through to ensure tasks were completed.
  • Actively monitored and ensured that stipulated customer service standards were maintained per the internal and external SLAs.
  • Identified, categorized, captured and reported risks encountered while executing Relationship Management.
  • Built and improved relationships with customers, key suppliers and partners and reviewed company practices to ensure clients got maximum satisfaction from their purchases.
  • Educated and informed clients about the company's products, services and special offers.
  • Attended to client complaints, resolved issues promptly, conducted customer satisfaction surveys, and recommended ways to improve client satisfaction.
  • Worked with internal departments to ensure that the company met clients’ expectations.

Key Achievements

  • Supervised the Account Executives ensuring they met 100% of performance standards and accompanied business consultants to benefits presentations.

 

Medical Operations Coordinator

Resolution Insurance Limited; March 2011 to February 2016

Duties and Responsibilities:

  • Managed client and medical queries via telephone and email and also generated outpatient, dental and optical authorization and confirmed delivery.
  • Prepared and analyzed outpatient reports and gave recommendations on the authorization process.
  • Maintained a feedback system for clients and other intermediary inquiries and handled members' post-discharge follow-up.
  • Ensured the efficient retrieval of reports, contracts and other relevant documents.
  • Recommended and analyzed departmental cost measures and Medical service provider Relations management.
  • Reviewed operating practices, implemented improvements where necessary, and trained/retrained newly appointed Medical service providers.
  • Scheduled appointments for patients, nurses, and doctors and also guided staff and patients through admissions and correct medical administrative protocols.
  • Checked and verified information on patient medical records and also maintained adequate medical supplies for the facility.
  • Coordinated patients' admissions and discharge and consulted with doctors and nurses about patients' medical records.
  • Ensured that forms and documents were correctly filled in and also handled complaints and queries professionally.

Education

  • B. A in Economics and Administration-Kenyatta University; 2004 to 2008.
  • Kenya Certificate of Secondary Education- St. John’s Girls Secondary School,  1999 to 2002
  • COP- College of Insurance; 2017.
  • Digital Marketing Associate- Simplilearn Americas LLC; December 2020.
  • Project Management- Career Directions; January to June 2017.
  • Customer Experience Specialist- Customer Experience University; 2022

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