Carolyne

CAROLYNE NJOKI CHEGE CUSTOMER SERVICE SUPPORT |MEDICAL INTERPRETER| AI TRAINER CAREER SUMMARY Experienced and dedicated customer service professional with a strong record of exceeding customer expectations. Certified medical interpreter with excellent virtual and remote medical interpreting skills, ensuring clear and accurate communication in healthcare settings. Known for empathy, patient advocacy, clear communication, and effective problem-solving. Skilled in conflict resolution, CRM systems, medical documentation, and delivering precise support while upholding healthcare compliance. CORE COMPETENCIES  Clear communication: Strong verbal and written skills to engage diverse audiences  Patient advocacy: Ensures patients' needs and rights are respected during medical encounters  Healthcare compliance: Adheres to HIPAA and other regulatory standards in all interpretation and documentation  Medical documentation: Skilled in recording accurate and complete information to support continuity of care  Customer-centric approach: Committed to delivering exceptional support and positive experiences  CRM proficiency: Skilled in managing and tracking customer interactions via CRM systems  Confidentiality and professionalism: Maintains discretion in all customer and interpretation engagements  Empathy and patience: Connects with people through genuine care and calm demeanor  Bilingual proficiency: Fluent in Kiswahili and English with culturally sensitive interpretation skills TECHNICAL SKILLS  CRM software: Zen desk, Fresh desk  Email support tools: Outlook, Gmail, helpdesk software  Multichannel support: Phone, email, chat, and social media platforms  Call center systems: Auto-dialers, call routing software  HIPAA compliance: Knowledge of patient privacy regulations and adherence to standard   CRM software: Zen desk, Fresh-desk PROFESSIONAL EXPERIENCE Translator and Interpreter, 04/2024 - 06/2025 Carolyn Jane Foundation – Kiambu District  Interpreted between Swahili and English for an average of 20-40 patients daily, ensuring accurate communication between patients and healthcare staff as a certified medical interpreter.  Assisted 80+ patients in understanding medical instructions, supporting patient advocacy and informed decision-making.  Maintained confidentiality of 100% of patient records, strictly adhering to healthcare compliance standards.  Facilitated 100+ medical sessions while remaining neutral and professional, building trust between patients and providers.  Supported 50+ in-person and 100+ virtual medical appointments, including Zoom and Microsoft Teams sessions.  Received positive feedback from clients for exceptional attention to detail in translated documents and interpreted conversations.  Upheld strict confidentiality guidelines when handling sensitive information or classified documents for clients.  Demonstrated cultural sensitivity and adaptability during interpretation assignments, fostering positive relationships with clients from diverse backgrounds.  Adapted quickly to emerging trends and technologies in the translation industry, ensuring continued relevance and expertise.  Enabled effective communication between doctors and patients with limited English proficiency by interpreting medical appointments accurately. Customer Support, 02/2020 - 10/2023 Kiosk Digital Services Limited  Delivered timely, professional, and empathetic responses via phone, email, and live chat  Resolved customer complaints by diagnosing issues and offering practical solutions  Documented interactions and tracked cases using CRM systems  Maintained up-to-date and organized customer data  Collaborated with cross-functional teams to improve service quality  Stayed current on company products and industry trends Customer Service Representative, 02/2017 - 12/2019 Identity's Limited – Nairobi  Handled an average of 50+ daily customer inquiries via phone, email, and live chat, achieving a 95%+ issue resolution rate.  Resolved customer complaints effectively, reducing repeat contacts by 20% through proactive solutions.  Documented and tracked 1,000+ support cases using CRM systems (Zen desk, Fresh-desk).  Maintained accurate and up-to-date customer records for over 5,000 clients.  Collaborated with cross-functional teams, contributing to a 15% improvement in customer satisfaction scores.  Recognized for professionalism and empathy, resulting in positive client feedback. Receptionist, 01/2014 - 02/2017 Identity's Limited – Nairobi  Served as first point of contact for an office of 50+ employees, managing calls and correspondence.  Directed an average of 50+ daily calls to the right departments and relayed messages accurately.  Coordinated 10–15 meetings per month, handling logistics and documentation.  Provided administrative support, maintaining organized schedules and appointments.  Assisted management with reporting and communication, improving office efficiency by 25%.  Confirmed appointments, communicated with clients, and updated client records.  Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. EDUCATION  Diploma in Business Administration, Kenya Industrial Training Institute (2012 – 2013)  Computer Packages Certification, Career Training Centre – Nairobi (2011 – 2012)  A Level, High School Diploma, Kambaa Girls High School – Kiambu (2008 – 2011) CAREER HIGHLIGHTS  Over 8 years of experience in customer service and Swahili/English interpretation  Skilled in virtual and in-person medical interpreting with confidentiality and accuracy  Proficient with CRM tools like Zen desk and Fresh desk for customer data management  Experienced in multi-channel support, complaint resolution, and account management  Strong problem solver with customer-focused approach and HIPAA compliance knowledge REFERENCES Available upon request. #HRJ #8f0d8900-69bc-4a0 f-8b7e -32670c31703a#