IRENE NDOLO
@irenendolo
I deliver efficient patient scheduling, customer support, and first-level technical troubleshooting in high-volume environments.
KenyaWhat I'm looking for
I'm currently supporting patient appointment scheduling and coordination at Nakama Tech, managing high-volume calls, clinic calendars, insurance checks, and accurate EMR/EHR updates while maintaining HIPAA compliance.
Previously at Contact Center International Kenya, I handled multichannel customer interactions, provided first-level technical troubleshooting, and logged, tracked, and resolved cases through CRM systems. I exceeded KPIs for customer satisfaction, response time, and first-call resolution.
I bring a Diploma in Information Technology and a practical, customer-focused approach to problem-solving, system navigation, and clear communication in fast-paced support environments.
Experience
Work history, roles, and key accomplishments
Call Center Agent – Patient Appointment Scheduling & Coordination
Nakama Tech
Jan 2026 - Present (9 months)
Manage high-volume inbound and outbound calls for patient appointment scheduling, coordinate physician and clinic calendars, and handle appointment confirmations, rescheduling, and cancellations. Verify insurance details, navigate EMR/EHR systems, and maintain HIPAA compliance.
Customer Service Representative
Contact Center International (CCI), Kenya
Sep 2023 - Nov 2025 (2 years 2 months)
Managed high-volume inbound customer interactions across multiple channels, provided first-level technical support, and logged, tracked, and resolved cases using CRM systems. Achieved KPIs including customer satisfaction, response time, and first-call resolution.
Brand Ambassador
Little Cab
Jan 2020 - Mar 2020 (2 months)
Promoted brand awareness and educated customers on products and services during activations. Supported marketing initiatives and assisted in digital/social media content creation.
Education
Degrees, certifications, and relevant coursework
KCA University
Diploma in Information Technology, Information Technology
2023 - 2025
Pursued a Diploma in Information Technology, gaining skills in IT support and systems.
Ashleys Hair and Beauty Academy
Diploma in Beauty Therapy, Beauty Therapy
2021 - 2022
Completed a Diploma in Beauty Therapy, focusing on beauty and wellness practices.
Lugo Africa Tech Hub
Certificate in Computer Applications, Computer Applications
2020 - 2020
Earned a Certificate in Computer Applications, covering foundational computer skills.
Karinga Girls High School
Kenya Certificate of Secondary Education (KCSE), General Secondary Education
2016 - 2019
Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE).
PCEA Rev. Dr. Ngoima Memorial School
Kenya Certificate of Primary Education (KCPE), Primary Education
2006 - 2015
Completed primary education and obtained the Kenya Certificate of Primary Education (KCPE).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Skills
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