Takia Namugenyi

I’m a seasoned Senior Client Relations professional with extensive experience in client relations, customer service, and account management, primarily in the health and sales sectors. I build and execute customer service strategies that strengthen client loyalty while improving day-to-day service quality.

In my current role, I develop and execute the “PAUL Health Customer Service strategy” to achieve business retention targets across the medical portfolio. I ensure alignment of customer service initiatives with overall business goals, coordinate medical client visits, schedules, quarterly meetings, and design customer-focused activities and programs. I also compile and analyze customer feedback to deliver actionable insights that improve service delivery, supporting consistent communication and a positive customer experience.

My impact is measurable: I achieved and sustained a 75% medical claims loss ratio by leading a high-performing claims data team with disciplined performance controls and cost-containment measures within defined timelines. I maximized provider discount capture to 100% by prioritizing claims from discount centres and ensuring eligible discounts were accurately identified and processed by the 10th of each month. I’ve also resolved over 1,000 CRM cases, handled high-volume inbound and outbound queries, processed 14,458 triggered SMS messages, and improved response performance with an 84% response rate.

I bring strong leadership and analytical problem-solving to every engagement—leading productivity, coordinating end-to-end claims payment workflows, and ensuring SLA commitments (including settling provider claims within 23 days). I’m driven by continuous improvement, team development, and staying updated with industry trends and best practices in customer service, while remaining fluent in English and Luganda.