Sammy Muchina

As a highly qualified and goal oriented Senior Supervisor who is well versed with insurance and customer service operations, I have excelled in ensuring that daily operations in an establishment are effectively manned to ensure an enhancement of revenue. Among the roles I have handled include; ensuring that the staff understand their Key Performance Indicators, authorizing various payments (claims and medical), making recommendations for training, monitoring the movement of proposals, authorizing policy issuance and preparing medical fees payments. Through experience, some of skills I have been able to acquire through experience include; training, customer service, claims, insurance, underwriting, claims management and medical underwriting.

With experience in utilizing a customer-centric approach and excellent leadership, I am now seeking a position in the where I will get to oversee the operational functions of an establishment in customer service management, with a special focus on revenue generation.

Senior Supervisor Life Claims

Madison Insurance Company Kenya Limited; April 2018 to Date

Duties and Responsibilities

• Preparing the Partial Maturity list and payment of Partial Maturities through LMS by 10th of every month.
• Conducting Review of Death Claims Semiannually.
• Running the left out partial maturities report for purposes of reconciliation and payment. 
• Facilitating the preparation of legal witness documentation as well as representing the organization as a witness in a court of law in matters related to insurance.
• Authorizing various payments (claims and medical) within the pre-approved authorization limits. 
• Regularly documenting all the ICT systems operational issues and follow up with the ICT department for solution with the intention of ensuring that all the processes are fully automated.
• Ensuring that the staff understand their Key Performance Indicators, and monitoring the same.
• Coordinate leave utilization in the organization.
• Training the staff under this function on processes and systems issues among others issues.
• Making recommendations for training to address any skills deficiencies.
• Sending out timely Loss ratio reports for various schemes in our books for consumption by the department and other departments to aid in decision-making.
• Handling Industry statistical information e.g. Industry loss ratio comparisons and any other relevant statistics required by management from time to time.
• Responding to clients, branch offices, the regulator and agent’s inquiries on technical and process related inquiries that include; premium positions, as well as policy statements in person, in writing, or by telephone or e-mail.

Madison Insurance Company Kenya Limited; October 2011 to March 2018

Duties and Responsibilities

• Handled user acceptance development, testing and training with insurance management systems as well as mobile phone application portal.
• Ensured quotations and policy renewals were done within the set benchmarks.
• Responded to mails relating to underwriting, policy issuance, lost policy gazettement and amendments within the set benchmarks.
• Monitored the movement of proposals, amendments and policy dispatch and ensured they were acted on within the set benchmarks.
• Facilitated Product development both in new products and in review of existing products.
• Prepared quarterly reinsurance statements for individual life business and renewals.
• Ensured enquiries and correspondences from clients, branches and regulators were acted on within the set customer service benchmarks.
• Liaised with the leading reassure for underwriting support and service providers on issues regarding medical underwriting.
• Authorized policy issuance and payments as per the financial authority limits.

Pioneer Assurance Company Limited; February 2010 to September 2011

Duties and Responsibilities

• Facilitated the acceptance, postponement and decline of insurance risks as per the underwriting guidelines.
• Drafted the policy wording as per the specifications of each insurance cover. 
• Responded to customer queries in regards to insurance quotations, policy issuance, endorsements and prompt delivery of policy documents.
• Handled Medical underwriting to individual clients as well as group schemes to ensure adequacy of insurance cover. 
• Prepared medical fees payments to medical service providers.
• Facilitated Policy document assembly and dispatch to clients.

• Awarded a recognition and a certificate for being in the team that was involved in change and successful implementation of a new life management system (Turnkey Life System Version 4).
• Awarded a recognition for the automation of policy document issuance at the branches.
• Awarded a recognition for being a team member in the development and implementation of USSD and mobile application platform used for business acquisition.
• Successful involvement in training of customer service officers at the branches in matters pertaining to underwriting, automation of processes and customer service.
• Prospered in the Involvement of EFT).the rollout and implementation of faster and efficient claims settlement to clients by use of electronic fund transfer 
• Awarded a promotion from the position of an underwriter to a supervisor to a senior supervisor, claims between the years 2015 to 2019.
• Recently selected to be in the committee and lead implementer in the audit and reconciliation of the organizations loan book balances.Senior Supervisor Life Claims

Duties and Responsibilities

• Preparing the Partial Maturity list and payment of Partial Maturities through LMS by 10th of every month.
• Conducting Review of Death Claims Semiannually.
• Running the left out partial maturities report for purposes of reconciliation and payment. 
• Facilitating the preparation of legal witness documentation as well as representing the organization as a witness in a court of law in matters related to insurance.
• Authorizing various payments (claims and medical) within the pre-approved authorization limits. 
• Regularly documenting all the ICT systems operational issues and follow up with the ICT department for solution with the intention of ensuring that all the processes are fully automated.
• Ensuring that the staff understand their Key Performance Indicators, and monitoring the same.
• Coordinate leave utilization in the organization.
• Training the staff under this function on processes and systems issues among others issues.
• Making recommendations for training to address any skills deficiencies.
• Sending out timely Loss ratio reports for various schemes in our books for consumption by the department and other departments to aid in decision-making.
• Handling Industry statistical information e.g. Industry loss ratio comparisons and any other relevant statistics required by management from time to time.
• Responding to clients, branch offices, the regulator and agent’s inquiries on technical and process related inquiries that include; premium positions, as well as policy statements in person, in writing, or by telephone or e-mail.

Madison Insurance Company Kenya Limited; October 2011 to March 2018

Duties and Responsibilities

• Handled user acceptance development, testing and training with insurance management systems as well as mobile phone application portal.
• Ensured quotations and policy renewals were done within the set benchmarks.
• Responded to mails relating to underwriting, policy issuance, lost policy gazettement and amendments within the set benchmarks.
• Monitored the movement of proposals, amendments and policy dispatch and ensured they were acted on within the set benchmarks.
• Facilitated Product development both in new products and in review of existing products.
• Prepared quarterly reinsurance statements for individual life business and renewals.
• Ensured enquiries and correspondences from clients, branches and regulators were acted on within the set customer service benchmarks.
• Liaised with the leading reassure for underwriting support and service providers on issues regarding medical underwriting.
• Authorized policy issuance and payments as per the financial authority limits.

Pioneer Assurance Company Limited; February 2010 to September 2011

Duties and Responsibilities

• Facilitated the acceptance, postponement and decline of insurance risks as per the underwriting guidelines.
• Drafted the policy wording as per the specifications of each insurance cover. 
• Responded to customer queries in regards to insurance quotations, policy issuance, endorsements and prompt delivery of policy documents.
• Handled Medical underwriting to individual clients as well as group schemes to ensure adequacy of insurance cover. 
• Prepared medical fees payments to medical service providers.
• Facilitated Policy document assembly and dispatch to clients.

• Awarded a recognition and a certificate for being in the team that was involved in change and successful implementation of a new life management system (Turnkey Life System Version 4).
• Awarded a recognition for the automation of policy document issuance at the branches.
• Awarded a recognition for being a team member in the development and implementation of USSD and mobile application platform used for business acquisition.
• Successful involvement in training of customer service officers at the branches in matters pertaining to underwriting, automation of processes and customer service.
• Prospered in the Involvement of EFT).the rollout and implementation of faster and efficient claims settlement to clients by use of electronic fund transfer 
• Awarded a promotion from the position of an underwriter to a supervisor to a senior supervisor, claims between the years 2015 to 2019.
• Recently selected to be in the committee and lead implementer in the audit and reconciliation of the organizations loan book balances.

• Associate, Life Management Institute (ALMI), Ongoing.
• Certificate in Chartered Insurance Insurance (Cert CII)
• Bachelor of Commerce (Insurance Option) - University of Nairobi; 2002 to 2008.
• Kenya Certificate of Secondary Education- Kagumo High School; 1998 to 2001.