Barbara User

Handled inbound/outbound calls for propane delivery scheduling, billing and collections; achieved 115% of monthly sales targets and maintained call quality scores above 90%. Coordinated with dispatch, processed payments with 98% data accuracy, and de-escalated complex customer issues.

Processed 50+ daily patient inquiries, verified insurance documentation, resolved billing and service complaints, and maintained confidential patient records while meeting hospital SLAs and tracking KPIs for response and resolution.

Managed high-volume student inquiries and enrollment processing, maintained organized student records, prepared reports on enrollment and attendance, and coordinated communications between students, instructors and administration.

Pursuing a Diploma in Social Work with coursework focused on community development and social services.

Completed a Certificate in Virtual Assistance covering professional communication, data management, and customer service protocols.

Obtained First Aid Certification with training in emergency response and crisis management.

Completed training in Basic Computer Applications and Microsoft Office Suite with emphasis on Excel and Word.

Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE).