Customer Experience and Business Retention specialistCustomer Experience and Business Retention specialist
Jane
$800
per month
($5/hour)
Profile Description
I have professional skills in the customer service and business retention. I have perfected my skills at the call centre, claims and underwriting department and currently working in the business retention department. I have improved the retention rate from 5% to 67% in the last 6 months.
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Marketing & Growth
Virtual Assistance & Admin
Sales & Business Development
Work Experience
Claims, Underwriting and Business Retention Specialist
Viva-365 Insurance Broker's
Dec 2024 - Present
Job Responsibilities:
- Led review and validation of medical, motor, and general insurance claims, reducing insurer rejections due to documentation errors by 27% through enhanced pre-submission checks. - Acted as the primary client liaison for claims and underwriting queries, producing plain-language guidance that cut repeat client follow-ups by 32% and improved first-time resolution. - Tracked claims SLAs via CRM work...
Customer Experience Executive Call centre an Business Retention Specialist
Prudential Life Assurance Kenya Ltd
Mar 2023 - Oct 2024
Job Responsibilities:
- Designed and implemented a customer journey framework spanning onboarding, servicing, and claims, reducing process bottlenecks and client handoff delays by 28%. - Led root-cause analysis of recurring complaints, coordinating corrective actions with underwriting, IT, and operations teams, cutting repeat complaint incidence by 31%. - Optimized CRM-based call routing and escalation workflows,...
Sales Consultant and Production Manager
Uboro Television
Jan 2018 - Dec 2022
Job Responsibilities:
- Managed client accounts and communication from briefing to delivery, ensuring clarity of scope and expectations. - Negotiated commercial terms and managed contracts, minimizing scope creep and delivery disputes. - Coordinated production teams and vendors using structured schedules and workflows. - Conducted post-project reviews to strengthen repeat business and client loyalty
Video Production Manager
Ace Television
Jan 2014 - Dec 2017
Job Responsibilities:
- Led end-to-end media production planning, budgeting, scheduling, and delivery. - Implemented workflow controls that reduced late-stage changes and improved delivery reliability. - Managed digital asset archiving to support compliance and content reuse.
Quick Stats
Certifications
Education
Bachelor's Degree
Mount Kenya University
2014 - 2017