Open to opportunities

Rose kanini

@rosekanini

Customer Care professional and insurance billing officer who resolves complex cases fast while protecting SLAs and customer satisfaction.

Kenya

Message

What I'm looking for

I’m looking for a customer-focused role where I can support clients end-to-end using CRM, resolve billing and service issues within SLAs, and continuously improve documentation and retention—plus grow into leadership through training and quality-driven teamwork.

I’m a customer care professional with over 4 years of progressive experience across healthcare support, BPO environments, and customer engagement roles. I combine strong CRM systems expertise with insurance claims processing, concierge coordination, and high-volume call handling to consistently meet service level agreements.

In my most recent role as a Customer Care Rep & Insurance Billing Officer at Zuri Health, I handled end-to-end customer support across phone, chat, and digital platforms. I processed insurance billing claims, verified patient coverage, and ensured accurate documentation in compliance with insurer requirements.

I also specialize in reconciling claims with insurance providers, following up on pending approvals, and resolving billing discrepancies efficiently. I maintained detailed CRM records for audit and reporting purposes, escalated complex medical and billing issues to clinical and finance teams, and improved documentation accuracy to reduce claim rejection rates.

Earlier roles strengthened my foundations in complaint handling, conflict resolution, and customer retention through proactive follow-ups and personalized support. I’m recognized for improving satisfaction (including a 90% satisfaction rating) by troubleshooting issues, collaborating with technical and quality teams, and representing brands professionally.

Experience

Work history, roles, and key accomplishments

Customer Care & Billing Officer

Zuri Health

Jul 2024 - Mar 2026 (1 year 8 months)

Provided end-to-end customer support via phone, chat, and digital platforms, resolving medical and subscription/service inquiries within SLAs. Coordinated concierge appointments and processed insurance billing claims with accurate documentation, reducing claim rejection rates through improved pre-verification checks.

Customer Support Customer Relationship Management (CRM)Insurance Claims Processing SLA Management Appointments Escalation Management

Customer Care Representative

Ison BPO Xperiences

Jan 2023 - Jun 2024 (1 year 5 months)

Handled inbound and outbound customer calls, troubleshooting complaints and collaborating with technical teams to resolve complex issues efficiently. Maintained accurate CRM records, provided product/service guidance, escalated unresolved cases, and used customer surveys to support service improvements.

Customer Relationship Management (CRM)Complaint Handling Technical Support Survey

Customer Care Representative

Horizon Contact Centers

Jan 2022 - Dec 2022 (11 months)

Resolved customer inquiries and complaints via phone, email, and chat, documenting interactions in CRM and supporting account changes. Delivered exceptional service with a 90% satisfaction rating and contributed to service improvement initiatives with quality assurance and during peak call volumes.

Customer Service Phone Email Chat Support Complaint Handling Account Changes Processing

Brand Ambassador

Promind Limited

Jan 2020 - Dec 2021 (1 year 11 months)

Represented the brand at promotional events, supporting social media and marketing content while improving engagement. Demonstrated product features, gathered customer feedback through market research and social monitoring, and coordinated with marketing teams to plan and execute campaigns.

Brand Representation Promotions And Campaigns Social Media Support Marketing Campaigns Market Research Product Demonstrations Relationship Building