Hellen Milgo

Served as a remote client-facing point of contact for multiple US healthcare accounts, running regular check-in calls and coordinating internal stakeholders during US business hours. Maintained detailed account records and resolved issues early to prevent escalations through independent account prioritization.

Managed high-volume member communications by email and phone for a US employer during CST hours, resolving inquiries end-to-end and tracking outcomes in CRM records. Verified patient identities, maintained HIPAA-aligned confidentiality, and coordinated with operations to improve appointment, billing, and access issue resolution while supporting churn-prevention outreach workflows.

Delivered empathetic member and client support across email, phone, and in-person channels, handling issues from intake through resolution tracking. Increased client retention by 30% and repeat engagement by 25% by managing lifecycles in Salesforce and Zoho CRM and reinforcing follow-up cadences.

Managed a portfolio of B2B accounts end-to-end, running kickoffs, progress reviews, and issue-resolution meetings with senior stakeholders. Increased client retention by 30% and repeat engagement by 25% using Salesforce/Zoho CRM pipeline tracking and proactive relationship management.

Owned the member journey from onboarding through ongoing support, managing inquiries, scheduling, account management, and executive coordination. Built client loyalty programs that increased repeat business by 25% through nurture-stage communication and member satisfaction improvements.

Owned B2B client relationships from first contact through long-term engagement, leading discovery calls, kickoffs, and ongoing check-ins to set expectations and ensure smooth handoffs. Designed client loyalty and retention programmes that grew repeat business by 25% while coordinating with internal operations to deliver on commitments.

Coordinated daily customer communication workflows for a frontline team by creating scheduling systems, call frameworks, and documentation standards. Improved repeat business by 50% through structured after-sales follow-up and consistent outreach.

Coordinated B2B client communication workflows and implemented account management systems, documentation standards, and quality review frameworks. Drove 50% growth in repeat business through post-sale relationship management and trained frontline team members to maintain consistent client communication.

Converted 80% of corporate prospects into active retained accounts through structured onboarding, timely follow-up, and professional relationship management. Acted as the primary liaison between clients and internal teams, coordinating resolutions and ensuring each account was carried through to completion.

Acted as the primary liaison between clients and internal teams, managing communications, scheduling, and issue documentation across stakeholders. Converted 80% of corporate leads into active accounts using structured follow-up and warm, professional relationship management.

Earned a Bachelor of Commerce (Finance), studying business communication, strategic management, negotiation, and conflict resolution.

Earned a Bachelor of Commerce (Finance) from Meru University of Science and Technology between 2012 and 2015.