Faith Cheruto

Customer Service and Finance professional with experience in betting and gaming operations, customer account support, transaction processing, reconciliation, claims administration, front-office operations, and financial reporting. Experienced in supporting customers through calls and live chat, resolving account and transaction issues, processing deposits and withdrawals, tracking bet settlements, and escalating suspicious activity. Strong working knowledge of CRM tools, betting platforms, accounting software, MS Excel, records management, and financial controls.

Known for clear communication, attention to detail, problem solving, adaptability, and the ability to perform effectively in fast-paced environments and with minimal supervision.

Customer Service Agent - Bidetime Betting Company - Nairobi, Kenya

(2025-03)

• Assist customers with account queries, deposits, withdrawals, betting instructions, and transaction-related concerns through calls and live chat.
• Resolve customer complaints efficiently while maintaining professionalism, accuracy, and a customer-focused approach.
• Support finance operations through daily reconciliation reports and bet settlement tracking.
• Use internal systems and CRM tools to manage customer information, process transactions, and maintain accurate records.
• Identify and flag suspicious activity and escalate cases to relevant departments in line with internal procedures.
• Promote responsible gambling practices and provide clear guidance on betting products, account processes, and customer requests.

Front Office Receptionist - Eldoret Hospital - Eldoret, Kenya

(2024-01 - 2024-03)

• Registered patients and managed front-office interactions in a busy healthcare environment.
• Processed consultation and casualty fee billing and handled related payment records.
• Submitted insurance preauthorizations through Smart and Slade systems.
• Received and responded to telephone calls and emails while maintaining professional customer service.
• Opened and updated patient visits in Slade, Smart, Smart Access, and LCT systems.
• Processed invoices and maintained accurate administrative records.

Accounts / Claims Assistant - National Hospital Insurance Fund (NHIF), MTRH Satellite Office - Kenya

(2023-01 - 2023-04)

• Processed accounts receivable by receiving and handling hospital claims and batches.
• Processed accounts payable and forwarded approved documentation for payment.
• Authorized claims and batches approved for payment and processed payment vouchers.
• Registered new members and captured and updated hospital claims.
• Checked examined claims against edit lists and verified hospital invoice amounts.
• Recorded late contribution and penalty payments and maintained payment voucher records.
• Prepared NHIF reports and recorded and filed e-claims.

Finance / Accounting Intern - Kenya Industrial Research and Development Institute (KIRDI) - Kenya

(2021-03 - 2021-08)

• Monitored financial reporting and tax deadlines and supported timely compliance activities.
• Received, deposited, and applied reimbursements while maintaining current accounting files.
• Generated monthly cash activity statements, balance sheets, and investment reports.
• Reconciled accounts, processed invoices, and posted payments accurately.
• Prepared timely financial reports for business leaders and supported monthly budget variance analysis.
• Evaluated operational and financial data and supported recommendations for cost-control improvements.
• Maintained budgets and reported variances between projected and actual expenditures.
• Supported preparation of accurate tax and regulatory reports and maintained records in line with accounting standards.

Bachelor of Science - Finance - The Cooperative University of Kenya (2021 - 2023)

Diploma - Accounting and Finance - The Cooperative University of Kenya (2019 - 2021)

Kenya Certificate of Secondary Education (KCSE) - Friends School Tigoi Girls High School (2014 - 2017)