Laureen Akinyi

I am a Customer Experience Specialist with over 8 years of experience in delivering exceptional client support across global remote teams. My expertise lies in managing multi-channel communications, including email, chat, and phone, while troubleshooting service issues to enhance customer satisfaction. I am proficient in using tools like Zendesk, Freshdesk, and Ameyo, and I pride myself on my empathetic problem-solving skills and cross-functional collaboration.

Currently, I serve as a Customer Experience & Patient Support Specialist at My1Health, where I respond to international client inquiries and coordinate with partner hospitals to ensure timely resolutions. My role also involves maintaining accurate CRM documentation and acting as the primary remote support contact for VIP clients. Additionally, I have taken on the responsibility of designing remote onboarding for support specialists, focusing on communication standards and response frameworks.

Throughout my career, I have consistently achieved high customer satisfaction scores and have been recognized for my ability to build trust with customers during escalated and emotionally complex situations. I am dedicated to continuous improvement and am currently pursuing a BSc in Health Systems Management and Development to further enhance my skills.