Open to opportunities

George Njoroge

@georgenjoroge

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Curious communications specialist with a passion for customer support.

Kenya

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What I'm looking for

I am looking for a role that allows me to creatively solve customer challenges while fostering a collaborative and supportive work environment.

I am a curious and adaptable communications specialist with over two years of experience in telephonic customer support at CCI Global. In this role, I excelled at solving customer issues through effective communication and various CRM tools. My previous experience as a customer support agent at M-Kopa allowed me to resolve numerous marketplace issues, emphasizing customer-centered communication.

Throughout my career, I have demonstrated a genuine passion for meeting new people and providing excellent customer service. I have garnered remarkable data entry skills from my time as a data entry clerk at the Independent Electoral and Boundaries Commission (IEBC) and have over a year of experience in billing and preauthorization at Jubilee Insurance Kenya. My achievements include guiding customers through the onboarding process, leading to a significant increase in conversion rates, and receiving the customer support award for outstanding performance.

Experience

Work history, roles, and key accomplishments

Communications, Customer Support, and User Onboarding

CCI Global

Jan 2022 - Present (3 years 6 months)

Guided customers through the company's user onboarding process, leading to a significant increase in conversion rates of over 60%. Managed customer inquiries via multiple channels (email, chat, calls), delivering timely and accurate responses.

Customer Support User Onboarding Internal Communications Troubleshooting

M-

Customer Support, Customer Service, Debt Collection

M-Kopa

Jan 2020 - Present (5 years 6 months)

Achieved the highest performance levels, meeting and exceeding set KPIs and targets during my first year at the company. Collaborated with clients to develop loan repayment plans that bolstered the company

’s loan collection by 30%.

Customer Support Customer Service Debt Collection Zendesk Cross Functional Collaboration

Billing and Preauthorization Officer

Jubilee Insurance Kenya

Jan 2019 - Present (6 years 6 months)

Managed the billing for inpatient and outpatient services, ensuring accuracy and timeliness for over 30 customers a day. Verified patient insurance coverage and obtained preauthorization for procedures as required.

Billing Invoicing Insurance Verification Customer Service

Freelance Research Academic/Article Writing

Academia - Research

Jan 2018 - Present (7 years 6 months)

Independently coordinated research papers and content, identifying and communicating client needs and requirements. Managed and assigned projects to team members, ensuring timely delivery and client satisfaction.

Research Content Creation Project Management Editing Proofreading

Data Entry Clerk

Independent Electoral and Boundaries Commission

Jan 2017 - Present (8 years 6 months)

Transferred paper formats into computer files and database systems, typing in voters’ information directly into an electronic format. Verified voters' credentials during registration and explained the voting process to registered voters.

Data Entry Microsoft Office Attention To Detail Database Management

Education

Degrees, certifications, and relevant coursework

University of Kabianga

Bachelor of Science, Science

Completed a Bachelor of Science degree at the University of Kabianga. The program provided a strong foundation in scientific principles and methodologies.

IELTS (International English Language Testing System)

Certificate, English Language

Grade: 7.0

Achieved an overall band score of 7.0 in the IELTS examination, demonstrating advanced proficiency in English across reading, writing, speaking, and listening. This certification aligns with the CEFR C1 level.

Allison Education

Certificate in Food and Beverage Service, Food and Beverage Service

Obtained a Certificate in Food and Beverage Service, covering operations in restaurants, bars, and banquets. This certification equipped me with practical skills in hospitality service.

International Youth Fellowship

Certificate in Sign Language, Sign Language

Completed a Certificate in Sign Language from the International Youth Fellowship. This program provided foundational knowledge and practical skills in sign language communication.