Carol Kinya

Results-driven healthcare and customer service professional with 4+ years of experience in customer support, client relationship management, administrative operations, documentation, and service coordination. Currently pursuing a Bachelor of Science in Nursing at Amref International University, with expected graduation in July 2027, and holds a Bachelor of Agribusiness Management from the University of Embu. Experienced in supporting customers, coordinating healthcare-related inquiries, maintaining accurate records, resolving complaints, preparing reports, and communicating professionally with diverse clients and internal teams.

Strong understanding of patient-centered communication, confidentiality, attention to detail, organization, and follow-up. Seeking opportunities as a Medical Virtual Assistant, Healthcare Virtual Assistant, Patient Coordinator, Medical Customer Support Specialist, or Case Coordinator, where healthcare knowledge and strong administrative and communication skills can contribute to efficient patient and client support.

Customer Service Executive at Medical Administrators Kenya Limited (MAKL) (2022-01 – Present)

• Serve approximately 50 customers daily, providing professional and responsive support.
• Handle customer inquiries and concerns while maintaining a patient and solutions-focused approach.
• Provide clear guidance to customers, contributing to a reduction in customer complaints.
• Follow up on patient approvals within hospitals and coordinate information as required.
• Communicate with clients and internal departments to support timely resolution of issues.
• Maintain accurate customer records and documentation.
• Prepare reports and support administrative processes.
• Handle sensitive customer and healthcare-related information with professionalism and discretion.
• Build positive client relationships through empathy, active listening, and effective communication.
• Consistently demonstrate strong customer service performance and have received performance incentives.

Loan Officer at ASA Limited (2021-06 – 2021-11)

• Processed approximately 20 loan applications monthly.
• Conducted client assessments and reviewed supporting documentation.
• Prepared loan proposals and submitted applications within required timelines.
• Explained company policies, procedures, and loan terms clearly to clients.
• Maintained accurate client and financial records.
• Resolved client inquiries and loan-related concerns professionally.
• Monitored and updated account records while maintaining accuracy and compliance.
• Developed repayment arrangements aligned with clients' financial circumstances.
• Worked independently while meeting targets and maintaining strict documentation standards.

Procurement & Production Intern at Imenti Tea Factory Company Limited (2019-01 – 2019-04)

• Supported procurement activities, supplier coordination, and vendor communication.
• Assisted with inventory management and maintained accurate stores records.
• Processed payroll documentation and maintained employee records.
• Supported production department workflows and administrative activities.
• Prepared financial and payment documentation.
• Assisted with stock issuance and receipt procedures.
• Maintained accurate operational documentation and reports.
• Supported marketing and operational activities aimed at improving organizational efficiency.

Bachelor of Science in Nursing – Amref International University (2023 – 2027-07)

Bachelor in Agribusiness Management – University of Embu (2016 – 2020)

Kenya Certificate of Secondary Education (KCSE) – Chuka Girls Secondary School (2012 – 2015)