Daina Mugo
@dainamugo
Compassionate customer service professional with strong client support skills.
KenyaWhat I'm looking for
I am a dedicated customer service professional with a strong focus on providing empathetic support and managing sensitive client interactions. My experience includes handling customer queries and complaints, particularly in health billing, where I ensure clarity and seamless communication. I pride myself on my ability to guide clients through complex processes, offering personalized solutions that cater to their emotional needs.
Throughout my career, I have developed a robust skill set that includes maintaining accurate records, utilizing call management systems like Imagine, and managing high volumes of inbound calls with professionalism. My previous roles have equipped me with the ability to resolve inquiries efficiently while maintaining a strong focus on customer satisfaction. I believe in the importance of ongoing engagement and follow-ups to ensure that clients feel valued and supported.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
OnQ -Kenya
Jan 2023 - Present (2 years 6 months)
Handled customer queries and complaints involving health billing, explaining issues related to health balances, procedures, and payment modes. Resolved customer inquiries and complaints, utilizing Imagine software to enhance customer satisfaction.
Merchandising Position
Bidco Africa
Dec 2021 - Dec 2022 (1 year)
Placed orders for various outlets, provided daily reports on short expiry and competitor activities, and ensured product cleanliness and presentation. Managed stock-outs, slow-moving goods, and overstocks, arranging for returns and credit notes.
Accounts Receivable
OnQ -Kenya
Jan 2022 - Dec 2022 (11 months)
Reported customer account details for non-payments, delayed payments, and other irregularities. Checked and maintained customer files and records with proper documentation under billing, adhering to professional standards and HIPAA policies.
Education
Degrees, certifications, and relevant coursework
The Kenya Institute of Management
Diploma in Purchasing and Supplies Management, Purchasing and Supplies Management
Grade: Upper Credit
Completed a diploma program focusing on purchasing and supplies management, achieving an Upper Credit. Gained expertise in supply chain operations and procurement strategies.
The Kenya Institute of Management
Certificate in Management, Management
Grade: Credit
Obtained a Certificate in Management with a Credit grade. Developed foundational management skills and an understanding of business principles.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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