Janet Wahiga Maingi
Dubai,إمارة دبيّ
Summary
Seeking opportunity in dynamic, performance-based organization that values career growth and advancement. Committed to creating enabling environment that fosters personal development. Eager to contribute skills and expertise to drive success within company. Excited to embark on journey of professional growth and make meaningful impact.
Overview
19
19
years of professional experience
Work History
Patient Experience Team Leader
Diversified Integrated Sports Clinic
01.2023 - Current
- Training new team members by relaying information on company procedures and safety requirements.
- Promote a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Serve as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coaching team members in techniques necessary to complete job tasks.
- Collaborate with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Evaluated customer needs and feedback to drive product and service improvements.
Patient Experience
DIVERSIFIED INTEGRATED SPORTS CLINIC
08.2020 - Current
- Enhanced the patient experience with professional communication, empathy, and a genuine interest in their wellbeing.
- Fostered a positive patient experience by consistently displaying professional demeanour and empathy during interactions.
- Enhanced patient experience by efficiently managing the coordination of clinical services and appointments.
- Contributed to facility-wide initiatives aimed at improving overall patient experience and clinical outcomes.
- Enhanced patient experience scores by consistently incorporating patient-centered care principles into daily practice.
- Streamlined the registration process for improved patient experience and reduced wait times.
Customer Service Representative
BLS INTERNATIONAL
03.2017 - 04.2020
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Exercising discretion and high degree of professional responsibility in handling confidential/sensitive applicant information and documentation
- Identify and resolve customer issues related to appointment booking and accessing our portal
- Making sales or recommendations for products or services that may better suit client needs
- Follow-up on customer inquiries not immediately resolved
- Complete call logs and reports
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Offer training to newly joined staffs in the call center
- Adhering to all company policies and procedures
- Performs other duties as needed
Call Center Agent
VFS Global
10.2015 - 11.2016
- Responds promptly and accurately in fluent English to a full range of complex customer inquiries and complaints in a courteous manner
- Handle customer inquiries both telephonic and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with the service information
- Update existing customer information
- Follow up customer calls where necessary
Administrative Assistant
THOMAS KLEIN INTERNATIONAL
03.2015 - 08.2015
- Attending to telephone calls, visitors and associates
- Prepare and modify documents including correspondence, reports, drafts, memos and emails
- Provide general administrative and clerical support including mailing scanning, faxing and copying to management
- Maintaining electronic and hard copy filling system
- Manage calendar for managing Director and entire staff
- Agenda and travel Management
- Run company's errands to post office and office supply store
- Schedule and coordinate meetings appointments and travel arrangements for staffs
- Maintain office supplies
- Preparing contracts for new employees, visa processing, assist/direct in document attestations for the staff, issuing of medical insurance etc
- Issuing invoices and receipts for all company projects
- Facilitate processing of documents, payments of bills, bank transactions, and purchase of office supplies
- Screening emails and responding to them
- Maintain of the office policies and procedures
Customer Service Representative
REEL CINEMA
06.2013 - 01.2015
- Giving prompt attention and advising customers on the current movie shows
- Attends to all patron's requests and inquiries
- Ensures security of cash, ticket stub and equipment in Reel Cinemas
- Operates automated ticketing system
- Assists in acknowledgement of delivery and dispatch of materials to and from the cinema in the absence of the Theatre manager
- Handling day to day accounting and end of shift financial matters
- Assisting in cinema advertising, promotions events, and emergency health & safety procedures
- Assists and ensures all presentation and cleanliness standards are achieved
- Completing assigned tasks within given deadlines
Waitress/Barista
COSTA COFFEE
04.2010 - 04.2013
- Giving prompt attention to customers as soon as they step at the door by greeting them with a smile and eye contact
- Making great coffee following the brand standard
- Serving customers with a smile within the time set for service
- Handling cash following the cash policy
- Suggesting for the products we sell at the particular time naming them and their prices
- Attending trainings on handling food and safety and also in-house training
Receptionist
BILAL GALAXY COLLEGE
08.2007 - 12.2009
- Receiving and following reception schedule/instructions from my supervisor and as outlined in my established policies and procedures
- Operate paging/telephone system as required
- Answering telephones; determine nature of call and direct caller to appropriate individual or department
- Giving directions/information to visitors, guests, residents, sales representatives, etc
- Issue and collect identification badges as representative's sign in/out
- Receive, sort, and distribute mail as directed
- Operating computer, copier, office machines, etc., as directed
- Assisting department directors in administrative matters
- (i.e., typing reports, correspondence, etc.)
- Accept job applications and forward to appropriate department heads
- Organize work to be addressed by receptionist on other shifts
Customer Service Role
KENYA TEA DEVELOPMENT
08.2006 - 11.2006
- Data entry, networking
Education
Associate of Arts - Business Administration
University of The People
USACustomer Service Excellence
Webinar- Online
Dubai11-2024
Medical Admin Assistant
NUCLEUS TRAINING INSTITUTE
Dubai, United Arab Emirates09-2024
Diploma -
Information And Technology, Communication Skills And Business Entrepreneurship
Kenya01.2007
Certificate -
Kenya national Examination Council
01.2004
Skills
- Extensive UAE Customer Service Experience
- Clear Communicator
- Proficient in Client Engagement
- Skilled in Software Applications
- Attention to detail
- Conflict resolution
- Coaching and mentoring
- Customer focus
Personal Information
- Nationality: Kenyan
- Visa Status: Husband Visa
Previous Experience
Customer service role, Data entry, networking, Kenya Tea Development Authorities, 08/01/06, 11/30/06
Timeline
Patient Experience Team Leader
Diversified Integrated Sports Clinic
01.2023 - Current
Patient Experience
DIVERSIFIED INTEGRATED SPORTS CLINIC
08.2020 - Current
Customer Service Representative
BLS INTERNATIONAL
03.2017 - 04.2020
Call Center Agent
VFS Global
10.2015 - 11.2016
Administrative Assistant
THOMAS KLEIN INTERNATIONAL
03.2015 - 08.2015
Customer Service Representative
REEL CINEMA
06.2013 - 01.2015
Waitress/Barista
COSTA COFFEE
04.2010 - 04.2013
Receptionist
BILAL GALAXY COLLEGE
08.2007 - 12.2009
Customer Service Role
KENYA TEA DEVELOPMENT
08.2006 - 11.2006
Certificate -
Kenya national Examination Council
Associate of Arts - Business Administration
University of The People
Customer Service Excellence
Webinar- Online
Medical Admin Assistant
NUCLEUS TRAINING INSTITUTE
Diploma -
Information And Technology, Communication Skills And Business Entrepreneurship
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