Summary
Overview
Work history
Education
Skills
Certification
Employment notice period:
Timeline
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Josphine Waweru

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

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Josphine Waweru