James K.
Senior Health Insurance Customer Experience Officer
Open to offersNew to PlatformAbout
James K. is an accomplished Senior Customer Experience Officer with over 11 years dedicated to the health insurance industry in Kenya. At NHIF, both at the Customer Experience Center in Nairobi and previously at the Huduma Center and branch level in Chuka, he expertly managed high volumes of client interactions—handling up to 150 calls daily, timely email and SMS queries, and delivering on strict monthly registration targets. His experience spans claims processing, renewals, and the use of CRM systems for thorough documentation and follow-up. James played a vital role in client retention, policy renewals, and the administration of health insurance portfolios, as well as supporting policy proposals, data entry, funds disbursement, and risk assessments. With a Bachelor’s in Business Management from the University of Sunderland, he continually ensured regulatory compliance and operational effectiveness within the insurance sector.
Experience
Senior Customer Experience Officer
NHIF Customer Experience Center · 2020 — PresentHandled incoming calls and addressed up to 150 customer queries daily while providing effective resolutions. Managed SMS inquiries and responded to daily emails to meet customer needs. Organized client requests by urgency to improve service delivery and coordinated dispatch of medical procedure authorisations. Documented client query history in the CRM portal for thorough follow-up and resolution.NHIF Customer Service Representative
Huduma Center NHIF · 2016 — 2019Engaged with clients through call backs and follow-up calls, ensuring satisfaction with services provided. Processed claims and authorized payments within the system, adhering to compliance protocols. Implemented strategies for client retention and proactive engagement regarding policy renewals, while managing accurate documentation on company databases.Relationship and Operations Officer - Customer Service Desk
NHIF KENYA · 2014 — 2016Provided quality customer service by handling general policy inquiries and resolving customer requests following established protocols. Assisted in the analysis of insurance proposals for new agents and coordinated training needs with the head office. Managed daily insurance operations, including quotations, reimbursements, and client communications to ensure seamless service delivery.Intern
Lake Nakuru Lodge · 2013 — 2014Facilitated smooth onboarding processes for guests and managed general correspondence including addressing queries via phone and email. Supported events by organizing meetings and conferences, while also managing bookings and flight arrangements for visitors to tourist attractions.
Skills & Expertise
Education
- Bachelor of Arts | Business ManagementUniversity of Sunderland, Nairobi, Kenya · — — 2012
Interested in this professional?
Sign in as an employer to save this profile or invite James K. to a job.
Sign in as an employer