Wema Joyce

Customer Service and Client Success Professional with 4+ years of experience delivering high-quality support in healthcare and tech-enabled environments. Adept at managing high-volume interactions, training teams, and driving client satisfaction through empathy, problem-solving, and proactive engagement. Passionate about leveraging health education and digital solutions to improve service delivery.

Client Success Agent - Jacaranda Health Solutions LTD

(2020-09 - 2025-06)

• Managed 1,000+ daily client interactions via SMS/calls, ensuring timely, accurate responses and referrals.
• Delivered maternal/newborn health education through digital platforms.
• Trained new agents, enhancing team performance and service quality.
• Developed AI-powered SMS content and knowledge base resources.
• Piloted inbound call project improving client access.
• Coordinated specialized referrals (e.g., mental health).
• Generated reports for tracking performance and client feedback.

Volunteer Health Promotion Officer - Ratta Sub County Hospital

(2020-03 - 2020-07)

• Organized community health sessions on maternal/child health.
• Participated in outreach on vaccination, WASH, and malnutrition.
• Collaborated with schools and local groups for health education.

Health Promotion Attaché - Kisumu County Referral Hospital

(2019-04 - 2019-06)

• Provided maternal/child health education at clinic and community levels.
• Supported public health campaigns on immunization, mental health, etc.

Diploma - Health Promotion & Education - Kenya Medical Training College, Mosoriot Campus (2019)

Kenya Certificate of Secondary Education - Mudavadi Girls High School (2015)