Isabel Mwaura
@isabelmwaura
I lead customer service and compliance to improve satisfaction and operations.
KenyaWhat I'm looking for
I am a customer service and compliance practitioner with experience across high-volume staffing, recruitment, and client-facing operations in the United States and United Kingdom. I have led teams to exceed KPIs, cut resolution times, and improved recruiting efficiency—reducing time-to-fill by 35% and improving compliance rates by 15% while driving a 30% increase in CSAT.
I combine hands-on recruitment and credentialing expertise with workforce planning, audit-ready documentation, and client relationship management. I hold diplomas in cooperative management and accounting technician training, I am completing a bachelor’s in Cooperative Business, and I apply data-driven decision making to streamline processes and sustain measurable service improvements.
Experience
Work history, roles, and key accomplishments
Recruiting and Credentialing Coordinator
Caring Hearts Medical Staffing
Jan 2025 - Present (8 months)
Lead full-cycle recruitment and credentialing, reducing time-to-fill by 35% and improving compliance rates by 15% while maintaining audit-ready documentation. Managed candidate sourcing, background checks, onboarding, and credential renewals to ensure regulatory adherence.
Staffing Coordinator
Caring Hearts Medical Staffing
Mar 2024 - Present (1 year 6 months)
Coordinated daily and weekly staffing to ensure optimal shift coverage and service continuity, responding to last-minute call-outs and reducing scheduling gaps. Implemented workforce planning and maintained accurate shift records to support operational efficiency.
Team Leader
Ignite Nursing Limited
Feb 2023 - Mar 2024 (1 year 1 month)
Led a customer service team to exceed KPIs by 25%, driving a 30% increase in CSAT and a 25% reduction in resolution time through coaching and process improvements. Established compliance protocols, delivered training, and managed escalations to improve service quality.
Customer Care Coordinator
Ignite Nursing Limited
Oct 2022 - Feb 2023 (4 months)
Served as primary customer contact, handling 50+ inquiries daily with a resolution rate above 85% and improving follow-up processes to boost satisfaction. Maintained CRM records and coordinated cross-functional responses to resolve customer issues promptly.
Education
Degrees, certifications, and relevant coursework
CKCooperative University of Kenya
Bachelor's Degree, Cooperative Business
Pursuing a Bachelor's Degree in Cooperative Business at the Cooperative University of Kenya.
Destiny Technical Training Institute
Accounting Technician Diploma, Accounting
Completed Accounting Technician Diploma II (ATD) at Destiny Technical Training Institute in 2022.
CKCooperative University of Kenya
Diploma, Cooperative Management
Completed a Diploma in Cooperative Management at the Cooperative University of Kenya in 2020.
Nairobi Institute of Business Studies
Accounting Technician Diploma, Accounting
Completed Accounting Technician Diploma I (ATD) at Nairobi Institute of Business Studies in 2018.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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