Open to opportunities

Mary wambui

@marywambui3

I’m a customer support specialist delivering empathetic, compliant service and resolving billing and patient inquiries at scale.

Kenya

Message

What I'm looking for

I’m looking for a customer support or client services role where I can manage high-volume inquiries, handle billing and claims accurately, and improve customer satisfaction using CRM and digital documentation systems.

I’m a Customer Support Specialist with over three years of experience managing high-volume inbound and outbound calls and emails in structured, fast-paced environments. I simplify technical concepts for non-technical customers, resolve inquiries and billing concerns with empathy, and maintain compliance with organizational policies and protocols.

In my current role as an Administrative & Client Support Officer at Benmac Hospital, I coordinate patient appointments and confirmations, handle 50+ patient daily interactions, and update accurate patient records using digital documentation systems. Previously, at Molo Sub county Hospital, I supported daily operations, processed insurance claim forms using Microsoft Excel, verified NHIF payments, and contributed to service delivery through quality assurance and customer care work.

Experience

Work history, roles, and key accomplishments

Current

Administrative & Client Support Officer

Current

Benmac Hospital

Jan 2024 - Present (2 years 2 months)

Coordinated patient appointments and schedule adjustments while managing 50+ daily inbound/outbound calls and emails for service and billing inquiries. Resolved complaints using empathetic, policy-compliant communication and maintained accurate patient records through digital documentation systems.

Complaint Resolution Digital Documentation Microsoft Office

Customer Support Specialist

Molo Sub County Hospital

May 2022 - Dec 2023 (1 year 7 months)

Handled patient complaints via call center technology and supported daily operations through task prioritization in a fast-paced environment. Managed outpatient and inpatient billing, processed insurance claim forms in Microsoft Excel, verified NHIF payments, and scheduled chronic care clinic follow-ups.

Customer Support Call Center Support Prioritization Records Management Insurance Claims Processing NHIF Payment Verification Inpatient Billing Microsoft Excel

Quality Assurance & Customer Care

National Health Insurance Fund

Oct 2021 - Jan 2022 (3 months)

Performed quality assurance checks to ensure compliance with internal processes and assisted with responding to client inquiries and resolving service issues. Reviewed claims documentation for accuracy and completeness and supported process improvement initiatives.

Quality Assurance Compliance With Internal Processes Process Improvement