Open to opportunities

Felix Owino

@felixowino

Message

I improve health-tech customer support, onboarding, and operations across healthcare facilities.

Kenya

Message

What I'm looking for

I'm looking to continue improving customer experience and operations in a health-tech or SaaS environment, using customer insights, data, cross-functional collaboration, and process improvement to deliver faster, reliable service.

At The Pathology Network, I support more than 80 healthcare facilities across phone, email, WhatsApp, and ZohoDesk. I resolve customer issues, manage escalations, onboard users onto Spes360, and help clients navigate test ordering and result retrieval.

I've reduced response and resolution time by 40%, improved operational efficiency by 60%, and increased client engagement by 70%. I also partner with Product, Engineering, Sales, Finance, and logistics teams to improve workflows, test SpesMD, maintain accurate CRM records, and turn customer feedback into service improvements.

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Officer

Current

The Pathology Network

Jul 2024 - Present (2 years 2 months)

Served as primary first-line support for over 80 healthcare facilities, handling queries across multiple channels and maintaining high CSAT and SLA compliance. Reduced service delays by 20% and improved coordination efficiency by 15% through proactive collaboration.

Spes360 SpesMD Customer Support SLA Case Management Onboarding Logistics Coordination

Operations Associate

The Pathology Network

Apr 2022 - Jun 2024 (2 years 2 months)

Resolved complex customer escalations with a structured approach, maintaining high satisfaction and reducing recurring issues. Coordinated end-to-end logistics operations, consistently meeting client SLAs across the facility network.

Customer Support Escalation Management CRM Logistics Coordination SOP Development Data Analysis