Douglas Mbugua

An accomplished, team-driven, resourceful, and customer-centered Corporate Sales Professional with 10+ years of demonstrated expertise and experience in insurance sales and marketing, underwriting, and customer care and experience. Collaborative professional with an excellent track record of meeting and surpassing sales targets, securing new businesses, medical insurance underwriting, claims analysis and processing, and developing a high-performing insurance sales team. Proficient in lead generation and funneling, risk assessment, insurance product development, partnership, and intermediary relationship management, and B2B and B2B2C sales.

Holds

Master in Business Administration (MBA), a Bachelor of Business Management – BBM (Risk & Insurance), and a Diploma in IT, and currently pursuing Advanced Diploma.

2016-03 – current Corporate Sales Executive (Emerging Consumer Segment) | Britam

• Securing new business directly or through intermediaries and aggregators and servicing existing businesses to drive attainment of the company’s strategic goals. 
• Maintaining excellent business relationship with intermediaries, aggregators and clients in line with strategic plans and goals.
• Following up on renewals for micro insurance business and overseeing credit control to fast track attainment of set sales and revenue goals.
• Undertaking initial underwriting in accordance with set guidelines to ensure sound acceptance of risk. 
• Responding to customer and client enquiries and overseeing escalation to the right personnel for timely resolution to improve customer experience and satisfaction. 
• Ensuring process level smoothness is maintained in all products to drive the implementation of corporate sales strategies. 
• Motivating distribution partners and aggregators, including ensuring incentives for channels are correctly processed and timely paid to drive and secure new businesses. 
• Assist the Manager to gather marketing intelligence and statistics to facilitate development of strategies to give the company a competitive advantage in Micro insurance space
• Present an excellent image of the Company
• Ensuring assigned distribution channels are well equipped with product knowledge. 
• Performing any other duties as may be assigned from time to time by the immediate supervisor and management.

 2015-02 – 2016-03 Claims Analyst (Micro Insurance Division) | Britam

• Reviewed the policy to determine which charges are eligible for reimbursement as per company policies and procedures. 
• Monitored and ensured that the key interfaces adhere to the set claims handling standards and escalate non-adherence to the management
• Maintained a register of claims to be recovered and adjusted and maintained correct claims reserves.
• Generated monthly reports on all the claims processed and presented to the management for strategic planning.
• Verified and updated information on submitted claims and handled and/or escalated client queries on claims. 
• Analyzed claims supporting documents to establish liability in compliance with internal and industry standards and policies. 
• Performed any other duties as may be assigned from time to time by the immediate supervisor and management.

 2014-02 – 2015 Underwriting assistant/Customer Service | Britam (Micro Insurance Division)

• Oversaw medical underwriting, ensuring the supporting documents are accurate in line with the company’s policies and guidelines. 
• Oversaw customer service and social media management to drive customer satisfaction and experience. 
• Oversaw sales presentation and marketing to facilitate implementation of sales strategies and attainment of sales and revenue goals.
• Intermediary training
• Processed claims by analyzing supporting documents to establish liability and compliance with company policies. 
• Generated quotations and renewal notices and made subsequent follow up. 

 2013-03 – 2013-08 Internship | Real Insurance Limited, Eldoret, Kenya

• Oversaw underwriting and issuance of motor certificates in line with set guidelines and policies and industry standards. 
• Performed agency customer care and relationship building functions to improve customer satisfaction and experience. 
• Banked and reporting weekly banking in line with the company’s policies and guidelines. 
• Generated renewal notices, dispatched and followed up on notices in compliance with company policies. 
• Mailed dispatch and file and oversaw other office operations, including office deliveries and collections. 

 2011-05 – 2012-12 Sales Executive| Kenindia Assurance Limited, Eldoret, Kenya  

• Marketed the company’s products and prospected for new clients to ensure attainment of set strategic goals. 
• Recruited and trained business executives to bridge skill gaps and improve service delivery. 
• Assisted in designing and executing business strategies to drive achievement of the company’s goals.
• Facilitated motivational and team work activities to build high-performing teams. 
• Executed marketing and sales campaigns and opening new markets to drive the achievement of sales goals.
• Maintained existing client relationships, attended to their needs, managed their expectations and cross-sold the company’s products.

Ongoing

2022-09

2012-12

2012-12

Advanced Diploma

College of Insurance – Chartered Insurance Institute - London (ACII)

Master in Business Administration (MBA) 

University of Nairobi

Diploma in IT: Computer Programming

Elgon View College 

Bachelor of Business Management – BBM (Risk & Insurance) 

Moi University