Emily Ochola

As a customer-centric and customer-success professional, dedicated to exceeding expectations and maintaining a positive and professional attitude toward customers. I am focused on defining and analyzing customer requests to resolve issues accurately and promptly to win customer loyalty within diverse sectors. I am proficient in engaging with people from multicultural levels and backgrounds as I endeavor to ensure the needs and interests of clients are always catered for.

My diverse experience and diverse skills have been vital to ensuring functions in a company are flawless to ensure customer retention hence business growth.

Relationship Manager

Jubilee Insurance Limited; March 2019 to Date

Duties and Responsibilities:

• Contributing to the portfolio's growth (top line) to the set annual targets.
• Working to meet margins on various parameters as set annually.
• Adhering to all the processes, procedures and controls set within the department on various parameters relating to your role and deliverables.
• Demonstrating Teamwork/spirit, continued personal development, and working with integrity, passion and commitment.
• Training and increasing uptake of all automation initiatives by all clients/intermediaries.
• Ensuring that an unexpected impressive level of customer service is provided to intermediaries/clients to meet and exceed all expectations.
• Carrying out crisis management by addressing any complaints raised by members and ensuring the company’s reputation is not put at risk.
• Maintaining a deep knowledge of company products and services and building solid relationships with prospective and existing clients.
• Researching and pursuing new business opportunities, identifying clients' needs and requirements, and proposing suitable solutions.
• Providing clients with comprehensive product/service consultations and guiding their decision-making process.
• Create and monitor customer journey from onboarding stage 
• Use CRM system to manage customer interactions, monitor team performance,
• Upselling and cross-selling products/services to clients and ensuring client satisfaction.

Resolution Insurance Limited; March 2016 to February 2019

Duties and Responsibilities;

• Initiated, developed and maintained quality long-term business relationships with clients to ensure high business renewal.
• Prepared and delivered renewal reminders before the expiry of the scheme and Implemented/Executed Fully the stipulated corporate service plans.
• Maintained accurate and updated client records and regularly communicated pertinent information/changes to clients.
• Wrote minutes for all client meetings, summarized any additional actions required, and followed through to ensure tasks were completed.
• Actively monitored and ensured that stipulated customer service standards were maintained per the internal and external SLAs.
• Identified, categorized, captured and reported risks encountered while executing Relationship Management.
• Built and improved relationships with customers, key suppliers and partners and reviewed company practices to ensure clients got maximum satisfaction from their purchases.
• Educated and informed clients about the company's products, services and special offers.
• Attended to client complaints, resolved issues promptly, conducted customer satisfaction surveys, and recommended ways to improve client satisfaction.
• Worked with internal departments to ensure that the company met clients’ expectations.

• Supervised the Account Executives ensuring they met 100% of performance standards and accompanied business consultants to benefits presentations.

Resolution Insurance Limited; March 2011 to February 2016

Duties and Responsibilities:

• Managed client and medical queries via telephone and email and also generated outpatient, dental and optical authorization and confirmed delivery.
• Prepared and analyzed outpatient reports and gave recommendations on the authorization process.
• Maintained a feedback system for clients and other intermediary inquiries and handled members' post-discharge follow-up.
• Ensured the efficient retrieval of reports, contracts and other relevant documents.
• Recommended and analyzed departmental cost measures and Medical service provider Relations management.
• Reviewed operating practices, implemented improvements where necessary, and trained/retrained newly appointed Medical service providers.
• Scheduled appointments for patients, nurses, and doctors and also guided staff and patients through admissions and correct medical administrative protocols.
• Checked and verified information on patient medical records and also maintained adequate medical supplies for the facility.
• Coordinated patients' admissions and discharge and consulted with doctors and nurses about patients' medical records.
• Ensured that forms and documents were correctly filled in and also handled complaints and queries professionally.

• B. A in Economics and Administration-Kenyatta University; 2004 to 2008.
• Kenya Certificate of Secondary Education- St. John’s Girls Secondary School, 1999 to 2002
• COP- College of Insurance; 2017.
• Digital Marketing Associate- Simplilearn Americas LLC; December 2020.
• Project Management- Career Directions; January to June 2017.
• Customer Experience Specialist- Customer Experience University; 2022