Dana Omondi

Professional and customer-focused Front Office and Administrative professional with experience supporting client reception, appointment coordination, stakeholder communication and customer service within fast-paced healthcare and corporate environments. Experienced in creating welcoming client experiences, coordinating front office operations, managing inquiries across multiple communication channels and providing administrative support that enables smooth day-to-day operations. Recognized for professionalism, strong interpersonal skills, attention to detail and the ability to remain calm under pressure while delivering exceptional service and building positive relationships with clients, patients and stakeholders.

Communications & Front Office Coordinator at Eagle Eye Laser Centre (2024-12 – Present)

• Welcome patients and visitors, creating a professional, warm, and reassuring first impression of the clinic.
• Support patient registration, appointment scheduling, confirmations, and follow-up communication.
• Guide patients through clinic procedures while ensuring a seamless and positive customer experience.
• Respond promptly and professionally to patient inquiries received through telephone, email, website, WhatsApp, and social media platforms.
• Resolve customer concerns efficiently while maintaining professionalism, empathy, and confidentiality.
• Build positive relationships with patients by providing accurate information and timely assistance.
• Coordinate communication between patients, doctors, and administrative teams to facilitate efficient daily operations.
• Maintain organized communication records, appointment schedules, and administrative documentation.
• Support day-to-day operational activities to ensure smooth service delivery.
• Support communication campaigns and organizational initiatives that enhance patient awareness and engagement.
• Coordinate stakeholder communication with insurance providers, institutional partners, and external organizations.

Customer Service Representative (Voice & Live Chat) at CCI Kenya (2024-05 – 2024-11)

Delivered customer support across high-volume voice and live chat channels while maintaining exceptional customer service standards.

• Managed multiple customer interactions simultaneously, ensuring accuracy, professionalism, and timely resolution.
• Recognized for efficiently resolving customer issues with minimal escalations.
• Maintained accurate customer records and consistently met service performance targets.

Communication Attaché at Ministry of Industrialization and Trade (2022-09 – 2022-12)

Supported administrative communication activities within a structured government environment.

• Assisted with stakeholder coordination, official correspondence, and event organization.
• Contributed to professional communication processes while maintaining confidentiality and organizational standards.

Bachelor of Communication & Public Relations in Communication & Public Relations – Moi University (2019 – 2023)

Certificate of Proficiency in Computer Studies – Kenya Institute of Management (2019-02 – 2019-03)

Kenya Certificate of Secondary Education – Loreto Girls High School - Kiambu (2015 – 2018)