Open to opportunities

Naima Naneu

@naimananeu

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Customer service and healthcare support professional focused on quality outcomes.

Kenya

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What I'm looking for

I seek a role where I can apply healthcare customer support and administrative skills, work in a collaborative, process-driven team, and grow into greater responsibilities in patient services or operations.

I am a customer service and healthcare support professional with a Bachelor of Business Information Technology and over two years of practical experience in call center operations, patient support, and administrative accounting. I consistently deliver high-quality service while maintaining compliance with healthcare privacy standards.

In my roles I managed high-volume inbound inquiries for U.S. clients, maintained EHR and CRM records, and achieved strong accuracy and satisfaction metrics—including a 95% appointment scheduling accuracy and a 92% customer satisfaction rating. I also supported financial reconciliation using QuickBooks and improved operational efficiencies through reporting automation.

I bring strong problem-solving, communication, and time-management skills, and I take pride in collaborating with teams to improve processes and patient outcomes. I am detail-focused, HIPAA-compliant, and committed to delivering reliable administrative and technical support.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Midwest Vision

Jan 2025 - Dec 2025 (11 months)

Served as primary contact for 50+ daily patient inquiries, managed appointment scheduling with 95% accuracy, and resolved billing/insurance issues to reduce complaints while ensuring HIPAA-compliant follow-up within 24 hours.

Patient Support Scheduling EHR Billing HIPAA Customer Service CRM

Call Center Agent

Call Center International

Jan 2024 - Nov 2024 (10 months)

Handled 60+ daily inbound calls for Metro by T-Mobile U.S. clients, achieved a 92% customer satisfaction rating, reduced escalations by 25% through troubleshooting, and consistently met AHT and first-call resolution targets.

Inbound Salesforce Technical Troubleshooting Billing Support AHT Call Resolution Customer Satisfaction Case Documentation

Administrative & Accounts Assistant

Carlcare Kenya

Aug 2023 - Dec 2023 (4 months)

Maintained customer and inventory databases, processed transactions in QuickBooks with 100% reconciliation accuracy, supported tracking for 200+ SKUs and implemented reporting templates that reduced monthly preparation time.

Quickbooks Inventory Management Database Management Documentation Microsoft Office

Volunteer Administrative Assistant

WWF Kenya

Aug 2022 - Dec 2022 (4 months)

Supported administrative operations for conservation initiatives by preparing 50+ project documents, coordinating logistics for 10+ projects, and improving documentation efficiency by 15%.

Administrative Support document preparation Project Coordination Community Engagement Cross Functional Collaboration Reporting