Wema Joyce
Customer Service and Client Success Professional
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About
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.
Experience
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.
Education
Diploma - Health Promotion & Education - Kenya Medical Training College, Mosoriot Campus (2019)
Kenya Certificate of Secondary Education - Mudavadi Girls High School (2015)
