Lorena Kaleha

I’m a results-driven Customer Service Representative who delivers outstanding service and builds positive customer relationships. I balance high-volume interactions with detailed backend operations, using tools like Zoho, Google Workspace, and CRM platforms to keep work accurate and efficient.

At Penda Health, I served as the primary point of contact for patient inquiries, managing inbound and outbound calls with empathy and professional service. I handled complex clinic calendars by scheduling and confirming appointments through Electronic Health Record systems, provided clear information on healthcare services, medical insurance coverage, and payment options, and resolved concerns through digital support channels. I also maintained and updated patient digital files with high accuracy and conducted proactive follow-up calls to support treatment plans and improve appointment retention.

Previously at Jumia Kenya, I supported customers through chat, email, and phone—helping with product inquiries, payments, deliveries, and returns. I resolved complaints to improve satisfaction and loyalty, managed order tracking and follow-ups for timely delivery, maintained accurate customer and order records in CRM systems, and handled high volumes while meeting performance targets through strong organization and time management.