Frida Kioko

Client Relationship, Customer Experience and Service Delivery Manager with 10+ years of progressive experience across healthcare, customer service, sales, account management and operations. Proven experience managing end-to-end client relationships, leading teams, coordinating service delivery, resolving complex escalations, supporting revenue growth and strengthening client retention. Experienced in client onboarding and retention, account management, recruitment and workforce coordination, people management, performance management, complaint resolution, stakeholder engagement, service recovery, invoicing and payment follow-up, reporting and process improvement.

A hands-on and results-oriented manager with a strong ability to work across clients, families, frontline teams, clinical professionals, finance and senior management. Recognized for building trusted relationships, taking ownership of complex situations, maintaining service continuity and translating client and operational feedback into practical improvements.

Client Relationship & Customer Experience Manager | Homecare Line Manager - Homecare Services

(2023-11)

• Manage a portfolio of clients and families, serving as the primary relationship owner throughout the full client lifecycle from onboarding and service commencement to ongoing support, escalation management and discharge.
• Build and maintain strong client relationships through proactive communication, regular follow-ups, service reviews and personalized support.
• Lead client retention and service experience initiatives by identifying concerns early, coordinating solutions and ensuring client expectations are effectively managed.
• Lead recruitment and head-hunting activities for caregivers and nurses, including candidate sourcing, CV screening, shortlisting, interviewing, selection, onboarding, induction and orientation.
• Provide line management and operational oversight to caregiver managers and frontline care teams, including coaching, performance management, staff accountability and issue resolution.
• Coordinate workforce planning, rotas and emergency shift coverage to maintain continuity of service during staff shortages, sickness, emergencies and unexpected changes.
• Manage complex client complaints, escalations and service recovery cases, working closely with clinical, operations and management teams to achieve timely and sustainable resolutions.
• Handle employee disciplinary matters, including fact-finding, documentation, performance discussions and implementation of corrective actions in line with company procedures.
• Coordinate with nurses, doctors, caregivers, caregiver managers, finance and senior management to ensure effective service delivery and timely resolution of operational and client-related issues.
• Monitor staff performance, attendance, service delivery and client feedback, identifying gaps and coordinating corrective actions.
• Support invoicing, payment follow-up, collections tracking and reconciliation activities in collaboration with finance teams.
• Monitor client and operational data and prepare daily, weekly and management reports covering client status, staffing, service delivery, performance and operational risks.
• Develop and improve reporting formats, operational processes and SOPs to strengthen accountability, communication, service quality and team performance.
• Manage sensitive and high-pressure situations while balancing client expectations, employee concerns, clinical requirements and business priorities.
• Participate in management discussions and contribute operational insights to support business decisions, service improvements and client retention.
• Support continuous quality improvement by identifying recurring service issues and coordinating corrective and preventive actions.

Customer Services Assistant – CRM, Order Processing & Customer Experience - Mission for Essential Drugs Supplies (MEDS) – NGO

(2022-11 - 2023-04)

• Served as a key point of contact for healthcare facilities and partner clients, providing end-to-end customer service and order management support.
• Processed and confirmed customer orders in accordance with organizational procedures, pricing structures and service standards.
• Prepared and issued customer invoices, ensuring accuracy and compliance with pricing and contractual terms.
• Maintained accurate and up-to-date CRM records to support customer communication, order tracking and reporting.
• Managed customer inquiries, complaints and escalations and coordinated with internal teams to ensure timely resolution.
• Monitored order and service turnaround times and followed up internally to ensure customer commitments were met.
• Collaborated with finance, warehouse and distribution teams to support seamless order fulfilment and billing accuracy.
• Followed up with clients to strengthen engagement, identify opportunities and support customer retention.

Sales Representative – Customer Engagement - Beta Health Pharmacy

(2015-06 - 2021-12)

• Managed new and existing customer accounts, building strong relationships to support customer retention, repeat business and revenue growth.
• Served as a key point of contact for customers, responding to inquiries, understanding customer needs and providing appropriate product and service solutions.
• Conducted proactive customer follow-ups to maintain engagement, strengthen relationships and identify business opportunities.
• Handled customer complaints, billing concerns and service issues, coordinating with finance and dispatch teams to ensure timely resolution.
• Processed customer orders, prepared invoices and followed up on outstanding payments in coordination with finance.
• Monitored customer purchasing patterns and account activity to identify opportunities for account growth and increased customer engagement.
• Re-engaged inactive customers through targeted follow-up and relationship management.
• Maintained accurate customer records and prepared reports on account activity, sales performance, invoicing and customer trends.
• Supported achievement of sales targets through customer relationship management, retention and business development activities.

Telesales & Customer Experience Officer - Harleys Limited

(2013-06 - 2015-01)

• Managed high-volume inbound and outbound customer calls, handling inquiries, order placement, invoicing and payment follow-ups.
• Generated and processed customer invoices while ensuring pricing accuracy and adherence to payment terms.
• Maintained accurate customer records and tracked orders from placement through delivery.
• Coordinated with finance and dispatch teams to resolve billing discrepancies, delivery issues and customer concerns.
• Managed customer complaints and service issues, ensuring timely resolution and maintaining customer satisfaction.
• Conducted outbound customer engagement and lead generation activities to grow the customer base.
• Followed up on prospective and existing customers to support sales conversion and retention.

Telemarketer / Customer Support & Invoicing Officer - Transwide Pharmaceuticals

(2011-05 - 2013-05)

• Handled inbound and outbound customer calls to promote pharmaceutical products, generate sales and process customer orders.
• Prepared and issued sales invoices with a high level of accuracy.
• Coordinated order documentation with dispatch and finance teams to support efficient fulfilment.
• Maintained accurate customer databases and transaction records.
• Responded to customer inquiries and resolved billing and order-related concerns professionally.
• Supported customer follow-up and relationship management activities.
• Assisted in training new employees on customer handling and order processing procedures.

Diploma - Pharmacy - Nairobi Institute of Business Studies (2006 - 2008)

Certificate - Science Laboratory Technician - Kenya Polytechnic University College (2004 - 2005)

Certificate - Computer Applications - AIM Training College (2009 - 2009)