Customer Service Officer at Griffin Insurance (LAMI Technologies)
Kenya's First Digital Insurance Service Provider in Kenya
- Identifying and cultivating potential customers
- Analysis of which potential customers are most likely to purchase
- Acquisition of new customers for the business
- Relationship management, managing existing accounts
- Risk identification and compliance
- Documenting customer interactions and feedback using Hubspot as the CRM
- Use of Call Center platform for sales and customer service
- Coaching sessions for new Customer Service team members on sales and service delivery skills
- Sales expert with personal monthly insurance sales of Ksh.1.5 - 2 Million
- 95% Client retention
- Spearheaded the introduction of Social Media as a tool for sales
- Championed the use of Email marketing to communicate product changes and opportunities to customers
- Spearheaded the use of digital platforms for customer education on insurance products
Customer Service Officer at The Jubilee Insurance Company Ltd The largest insurer in East Africa providing insurance services to millions of people in the Region
- Call Center duties receiving calls from customers across all insurance businesses
- Assisting Customers and businesses through the call center with ALL their needs (General Insurance, Pension, Health Insurance)
- Risk identification and compliance
- Customer Complaints management across all insurance businesses
- Reporting on customer interactions for business growth
- Customer education explaining procedures and providing product insights
- Manage the Jubilee Insurance Website content and chat functions assisting customers online
- Introduced online purchasing of insurance certificates serving new customers acquired online
- Increased travel insurance sales by 100% due to the convenience of home/ office delivery processes
- Introduced delivery of insurance certificates which reduced overcrowding in the customer service lobby
- Spearheaded the introduction of customer complaints management channels which added to our Service Level Agreement
- Increased Customer's product knowledge through Email Marketing initiatives
- Spearheaded the introduction of social media as a customer service and sales touchpoint (Facebook, Twitter (X), LinkedIn)
