Open to opportunities

Elizabeth Mugane

@elizabethmugane

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Client-centric professional with 6 years in customer success.

Kenya

Message

What I'm looking for

I seek a role that values client relationships and offers growth opportunities.

I am a client-centric professional with over six years of experience in customer success, case management, and team leadership. My expertise lies in building strong client relationships and driving service excellence. I have a proven track record of managing client lifecycles and streamlining processes to enhance client satisfaction and retention.

In my current role as a Refugee Resettlement Program Assistant, I manage a caseload of over 100 refugees, providing comprehensive support throughout the resettlement process. My previous experience as a Regional Patient Support Supervisor allowed me to lead a team and improve patient satisfaction rates significantly. I am passionate about applying insights from psychology and customer service principles to improve outcomes for clients and stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Refugee Resettlement Program Assistant

Current

Church World Service

May 2023 - Present (2 years 1 month)

Managed a caseload of over 100 refugees, providing comprehensive support during the resettlement process. Facilitated cultural orientation workshops and coordinated numerous interviews and appointments with service providers, ensuring effective integration into the community.

Client Relationship Management Cultural Orientation Data Reporting Team Collaboration Problem Solving Communication Organizational Skills Advocacy

Regional Patient Support Supervisor

MyHealth Africa Group

Jan 2022 - May 2023 (1 year 4 months)

Supervised a team responsible for patient case processing, streamlining appointment scheduling for over 3,600 patients annually. Advocated for patient concerns and developed performance management tools to enhance team accountability and service delivery.

Team Leadership Appointment Management Performance Management Data Analysis Reporting Process Improvement Communication Problem Solving

International Patient Coordinator

International Medical Treatment Limited

Jan 2021 - Jan 2022 (1 year)

Coordinated travel logistics and medical care for over 50 international patients annually, improving satisfaction scores significantly. Ensured seamless access to healthcare services, reducing onboarding time for patients.

Logistics Healthcare Services Process Optimization Communication Problem Solving Organizational Skills Data Management Team Collaboration

Senior Customer Service Officer

MyHealth Africa Group

Aug 2020 - Jan 2022 (1 year 5 months)

Analyzed customer service data to generate insights, leading to improved response times. Provided leadership to a team, enhancing overall service delivery efficiency and client satisfaction.