Josphine Waweru
Dubai,UAE
Summary
A detail-oriented professional with expertise in operations management, training and mentoring, and conflict resolution. Demonstrates effective communication and team collaboration skills, fostering a productive work environment. Committed to active listening and continuous improvement, aiming to leverage these competencies towards enhancing organizational efficiency.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
RECEPTIONIST/MEDICAL BILLER
KINGS COLLEGE HOSPITAL LONDON
DUBAI HILLS
01.2021 - 08.2025
- Managed phone calls, resulting in effective communication flow within the company.
- Embodied company values through friendly and reliable customer service.
- Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Maintained an organised reception area for a professional business environment.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Maintain professional communication with payors and patients
- Utilised multi-line telephone system to manage incoming calls effectively.
- Handled appointment scheduling to ensure smooth daily operations.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
- Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
PHYSIOTHERAPY COORDINATOR
KINGS COLLEGE HOSPITAL LONDON
DUBAI HILLS
10.2019 - Current
- Promoted to Patient administrator and put on the physiotherapy desk where I worked without supervision from the start.
- Responsible for the physiotherapy department consisting of 6 therapists, while collaborating with patients and therapists, managing patient appointments, from the point of contact, applying for approvals, booking of sessions, check in, check out and billing for all patients.
- Ensured that each patient received a personalized and extraordinary experience by providing them with the highest level of service and care.
- Awarded a trophy for employee of the month in February, and October 2020 (Certificates available on request)
- Conducted research to support decision-making processes.
- Managed multiple projects, ensuring organisation and efficiency.
- Implemented risk management strategies to mitigate potential issues.
- Explored new opportunities whilst maintaining focus on core responsibilities.
- Enhanced team productivity with efficient delegation of tasks.
- Improved workflow efficiency by developing process improvements.
- Facilitated cross-departmental meetings for improved collaboration efforts.
- Oversaw daily operations ensuring consistency in quality and service delivery.
ADMINISTRATION/CONCIERGE
KINGS COLLEGE HOSPITAL LONDON
DUBAI HILLS
11.2018 - 10.2019
- A part of the pioneers in the launch of the hospital, establishing the operational procedures
- Facilitated Patient Administration and concierge training for the front Administration team, focusing on technical execution and delivering exceptional patient experience.
- Built and maintained healthy relationships while interfacing confidently with people of diverse levels and backgrounds resulting in increased business.
- Responsible for guaranteeing patient satisfaction by ensuring top-notch customer services, listening to the voice of the patients, resolving complaints and providing advice and recommendations.
- Ensured that each patient received a personalized and extraordinary experience by providing them with the highest level of service and care during their journey in the hospital.
SENIOR TRAVEL CONSULTANT
KENYA AIRWAYS
02.2014 - 07.2016
- Facilitated smooth overseas trips for clients by arranging visas and other essential documentation.
- Provided expert destination knowledge to customers, enhancing their holiday experience.
- Regularly updated knowledge of airline regulations, enhancing effectiveness as a consultant.
- Promoted eco-friendly travel options to clients for sustainable tourism growth.
- Managed complex logistics for high-end clientele, ensuring seamless travel experiences.
- Trained junior staff members in company procedures and service standards for improved performance.
- Resolved complaints promptly, maintaining high levels of customer satisfaction.
- Kept abreast of latest foreign exchange rates to provide accurate financial advice to clients.
- Monitored market trends to stay ahead of the competition in the travel industry.
- Assisted corporate clients with organising business trips abroad smoothly.
- Established a loyal customer base with exceptional customer service skills.
- Used GDS to plan and sell airline tickets, accommodations and other travel services according to client needs.
- Upsold guest experiences to maximize average booking value.
- Advised customers on specific visa and passport requirements.
- Explained benefits of purchasing travel insurance with clients to boost Average Transaction Value.
- Liaised with local operators to promptly resolve travel restrictions and delays.
FLIGHT ATTENDANT
KENYA AIRWAYS
03.2009 - 03.2013
- Facilitated smooth boarding and deboarding processes, maintaining punctuality and orderliness.
- Coordinated effectively with other cabin crew members for seamless service execution during flights.
- Ensured passenger comfort through efficient meal and drink services.
- Utilised multilingual skills to communicate efficiently with international passengers, enhancing the overall flying experience for them.
- Assisted passengers with special needs, promoting inclusivity and compassion in service delivery.
- Administered child-friendly entertainment activities during long-haul flights keeping younger flyers engaged.
- Delivered comprehensive safety presentations for enhanced onboard security awareness.
- Checked emergency equipment regularly for functioning readiness in case of an incident.
- Performed first aid procedures when necessary to safeguard passenger health on board.
- Provided assistance during turbulence or bad weather conditions calming anxious passengers.
- Attended training in customer service, conflict resolution tactics and safety procedures to remain updated with new requirements and procedures.
Education
IATA/UFTAA EBT Course - Travel and Tourism
Trans Eastern Airlines Aviation College
Kenya 09.2006 - 10.2007
Skills
- Operations management
- Training and mentoring
- Conflict resolution
- Effective communication
- Team collaboration
- Active listening
- Detail oriented
Certification
Inspiring Confidence Certificate - December 2018 - Kings College Hospital
Group Spirit Certificate- April 2019 - Kings College Hospital
Fie and Safety Certificate - December 2023 - Kings College Hospital
Quality training Certificate - December 2023 - Kings College Hospital
Infection prevention and control Certificate- February 2023 - Kings College Hospital
Cyber security awareness Certificate - October 2024 - Kings College Hospital
Employment notice period:
One month notice.
Timeline
RECEPTIONIST/MEDICAL BILLER
KINGS COLLEGE HOSPITAL LONDON
01.2021 - 08.2025
PHYSIOTHERAPY COORDINATOR
KINGS COLLEGE HOSPITAL LONDON
10.2019 - Current
ADMINISTRATION/CONCIERGE
KINGS COLLEGE HOSPITAL LONDON
11.2018 - 10.2019
SENIOR TRAVEL CONSULTANT
KENYA AIRWAYS
02.2014 - 07.2016
FLIGHT ATTENDANT
KENYA AIRWAYS
03.2009 - 03.2013
IATA/UFTAA EBT Course - Travel and Tourism
Trans Eastern Airlines Aviation College
09.2006 - 10.2007
Similar Profiles
saad alshoraymsaad alshoraym
Occupational health & safety & security Supervisor at Kings College Hospital London JeddahOccupational health & safety & security Supervisor at Kings College Hospital London Jeddah
Aya KandilAya Kandil
Senior Pharmacist / Narcotic Drugs In Charge at Kings College Hospital LondonSenior Pharmacist / Narcotic Drugs In Charge at Kings College Hospital London
MUHAMED ABUTHAHIR MANNEKKARAMUHAMED ABUTHAHIR MANNEKKARA
Senior Medical Laboratory Technologist at Kings College Hospital London DubaiSenior Medical Laboratory Technologist at Kings College Hospital London Dubai
BINOJ KURIANBINOJ KURIAN
Sr.Project Engineer – Electrical at Kinden CorporationSr.Project Engineer – Electrical at Kinden Corporation
SYED SAMEERSYED SAMEER
Logistics coordinator at Gulf Muscat Projects IncorporationLogistics coordinator at Gulf Muscat Projects Incorporation