Open to opportunities

Gladys Macharia

@gladysmacharia

Customer-focused Customer Service and Administrative Support professional with 10+ years across banking, insurance, and remote client service.

Kenya

Message

What I'm looking for

I’m looking for a full-time customer-focused role where I can handle inbound inquiries, maintain accurate records in CRM systems, and resolve issues professionally. I want a fast-paced team that values process compliance, quality assurance, and collaboration.

I’m a customer-focused and detail-oriented Customer Service and Administrative Professional with over 10 years of experience supporting customers, clients, and stakeholders across banking, insurance, education, and remote service environments. I manage high-volume customer interactions through phone, email, and CRM platforms while maintaining exceptional service standards.

In claims and support roles, I process insurance claims accurately within established turnaround times, respond to inquiries on claims and benefits, and manage claim documentation with accurate records in CRM systems. I also perform daily reconciliations and review claim accruals to ensure accuracy, collaborating with internal teams to resolve customer issues efficiently.

Earlier in banking, I worked as a Senior Collections Officer and Credit Officer—managing inbound and outbound customer communications, negotiating payment plans, investigating disputes, and monitoring account performance with structured follow-ups. I also evaluated customer documentation, conducted credit assessments, and supported customer account management while ensuring compliance with internal policies and regulatory requirements.

Now, I’m delivering first-class front-desk and administrative support as an Administrative Assistant, serving as the first point of contact, maintaining accurate learner records and confidential documentation, and coordinating communication between parents, teachers, and school management. I’m recognized for strong communication skills, professionalism, problem-solving abilities, and the capacity to thrive in fast-paced, customer-focused environments.

Experience

Work history, roles, and key accomplishments

Current

Administrative Assistant

Current

Hekiraro Royal School

May 2025 - Present (1 year 2 months)

Serve as the first point of contact for parents, visitors, and stakeholders, handling customer service and administrative support. Maintain learner records and confidential documentation, coordinate communications, and schedule meetings and school activities.

Customer Service Administrative Support Phone Support Email Support Record Management Data Entry Scheduling CRM Systems

Claims Assistant

British American Insurance Ltd

Jun 2023 - Jan 2024 (7 months)

Processed insurance claims accurately within established turnaround times and handled customer and broker inquiries about claims and benefits. Managed claim documentation and CRM records, performed reconciliations and accrual reviews, and prepared management reports.

Claims Processing Customer Support CRM Systems Insurance Claims Administration Claims Documentation Reconciliations Reporting Stakeholder Management Dispute Resolution

Online Tutor & Remote Client Support

StudyPool

Jun 2017 - Jan 2022 (4 years 7 months)

Provided academic support and guidance to students through online communication platforms. Managed multiple client requests simultaneously, resolved platform-related concerns, and maintained professionalism in written communications in a remote environment.

Remote Client Support Customer Support Online Communication Problem Solving Email Management Professional Written Communication Time Management Multitasking

Senior Collections Officer

Co-operative Bank of Kenya

Jan 2014 - Mar 2017 (3 years 2 months)

Managed high-volume inbound and outbound customer communications to support account inquiries, payment arrangements, and related concerns. Negotiated payment plans, investigated and resolved disputes, and conducted structured follow-ups to improve account performance and reduce delinquency.

Collections Account Management Customer Support Record Management Payment Arrangement Dispute Resolution Delinquency Monitoring

Credit Officer

Co-operative Bank of Kenya

Jan 2011 - Dec 2013 (2 years 11 months)

Assisted customers with loan applications and account-related inquiries, evaluating documentation and conducting credit assessments. Maintained accurate records, prepared reports for decision-making, ensured compliance with internal policies, and monitored loan performance.

Credit Assessment Customer Support Data Entry Documentation Reporting Record keeping Account Management Compliance