Peris Njoki

Served as the primary point of contact for parents and students, converting enquiries into confirmed, paid tutoring bookings. Coordinated online and in-person lesson scheduling while maintaining CRM records and producing weekly/monthly operational reports on leads, conversions, lessons, and revenue.

Spearheaded the Social Health Authority (SHA) emergency line rollout by receiving emergency calls, logging cases into CRM, dispatching medical response teams, and giving initial guidance to callers. Built templates and audit checks to improve response consistency, and generated daily/ongoing reports while mentoring new joiners on escalation handling and compliance.

Supervised and coached Operations Associates while owning outlet KPIs including revenue, food cost, packaging cost, gross profit, prep time, delivery time, and order accuracy. Enforced service targets (under-15-minute prep, under-30-minute delivery), resolved escalations, managed inventory to prevent stock-outs, and coordinated courier partners to maintain delivery SLAs.

Handled outbound calls to U.S. patients, explaining healthcare bills, insurance coverage, and benefit breakdowns while maintaining HIPAA-aligned confidentiality and data handling. Set up customized payment plans, processed phone payments, and documented every call/account interaction across multiple systems to support billing and audit teams.

Managed 150–170 outbound recovery calls daily to customers in default on Lipa Mdogo Mdogo device-financing plans, negotiating commitments and payment plans. Drove monthly recoveries of KSh 900,000–1,500,000 while clearly communicating balances and follow-up actions and maintaining accurate records.

Conducted 170–210 outbound calls daily to fish farmers nationwide to capture information on feeds, nets, and pond readiness for a government aquaculture support project. Liaised between farmers and the government, used structured questionnaires for digital data capture, and supported timely project reporting.

Completed an industrial attachment at Probation and Aftercare Services office at Milimani Law Courts. Conducted social inquiries and supported pre- and post-sentence reporting, non-custodial supervision, ADR sessions, and community-based reintegration activities.

Grade: Distinction

Earned a Diploma in Community Development & Social Work, graduating with Distinction. Studied social work principles, community development strategies, counselling, and community needs assessment.