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Roxanne Njerry

@roxannenjerry

Message

Empathetic Customer Support Specialist with healthcare expertise.

Kenya

Message

What I'm looking for

I am looking for a role that values compassionate communication and offers opportunities for professional growth in the healthcare sector.

I am an empathetic and experienced Customer Care Representative with over three years of remote experience supporting U.S.-based clients in high-sensitivity healthcare environments. As a Certified Medical Virtual Assistant, I have developed a strong expertise in call handling, client communication, emotional support, and service coordination. My commitment to guiding customers through difficult experiences with compassion and professionalism has been a cornerstone of my career.

Throughout my professional journey, I have successfully handled over 100 sensitive client inquiries weekly, improving satisfaction scores by 30%. My proactive approach has reduced client response time by 40%, and I have played a key role in maintaining a 95% case resolution rate. Recognized by leadership for my compassionate communication, I strive to ensure that every client feels heard and supported during their interactions with healthcare services.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

OnQ Kenya

Jan 2021 - Jan 2024 (3 years)

Provided compassionate support to U.S.-based patients and families via phone and email, addressing sensitive medical and billing concerns. Managed high-volume inbound/outbound calls with empathy and professionalism, maintaining case records and updating information in CRM and EHR systems.

CRM Systems EHR Outbound Calling Scheduling

Medical Engineering Intern

Outspan Hospital

Jan 2020 - Jan 2021 (1 year)

Supported hospital staff in managing healthcare devices and ensuring proper function for patient care. Maintained documentation and compliance with hospital safety standards, developing teamwork and communication skills in a clinical setting.

Documentation Teamwork

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Science, Business & Project Management

Engaged in coursework covering business administration, project lifecycle management, and strategic planning. Developed skills in organizational leadership and operational efficiency.

KMTC University

Bachelor of Science, Medical Engineering

Studied the principles of medical device design, development, and maintenance. Gained knowledge in healthcare technology and its application in clinical settings.