Lilian Mwancha

LILIAN MORAA CUSTOMER SERVICE SPECIALIAST CONTACT --Nairobi, Kenya SOFT SKILLS Strong Communication & Interpersonal Skills Problem-Solving & PROFESSIONAL SUMMARY Results-driven Customer Service Specialist with 4+ years of experience in insurance, banking, and healthcare, delivering exceptional client support through multichannel communication (phone, email, text). Adept at cold calling, lead qualification, and CRM management, with a strong ability to resolve complex inquiries, de-escalate conflicts, and drive customer satisfaction. Combines technical proficiency (dialers, CRM tools) with empathy and active listening to guide customers through sensitive discussions. WORK EXPERIENCE Customer Service Specialist - Call Experts Applicant Tracking Feb 2024 - Present Serve as the primary point of contact for clients seeking life and final expense insurance solutions, providing comprehensive policy explanations and premium breakdowns. Conduct thorough needs assessments to match clients with optimal coverage options based on their financial and family circumstances. Maintain up-to-date knowledge of 15+ insurance products and underwriting guidelines to provide accurate information. Process policy applications from initial consultation through underwriting approval, ensuring complete documentation Handle sensitive conversations with beneficiaries regarding claims processing and payout procedures. Performance Highlights: Ranked in the top 5% of the team for conversion rates (28% vs. department average of 18%) Maintained an exceptional 98% customer satisfaction score across 1,200+ quarterly interactions Systems (ATS): Workable, Customer Service | Jesse Kay Hospital Conflict Resolution Team Leadership & Mentorship Time Management & Prioritization Adaptability & Flexibility Emotional Intelligence & Empathy TOOLS CRM Tools: Zoho, HubSpot, Zendesk HRIS Software: Workday Recruitee Productivity Tools: Microsoft Office Suite LANGUAGES English - Professional June 2022 - Dec 2023 Served as liaison between patients, physicians, and administrative departments Maintained and updated electronic health records for 300+ weekly patient visits Processed billing inquiries and payment arrangements for self-pay patients. Scheduled appointments, explained hospital procedures, and supported family members through challenging conversations. Managed front-desk operations and services compassionately and ensured every guest a respectful reception. Worked closely with nurses and administrators to coordinate smooth, patient-centered services. I am recognized for my patience, empathy, and ability to de-escalate tense or emotional situations. REFERENCE Upon Request Customer Representative - Wells Fargo Nov 2020 - Dec 2021 RICHARD SANCHEZ Provided exceptional customer service, resolving complex transaction inquiries, billing discrepancies, and service MARKETING issues promptly andMANAGER professionally. Analyzed customer needs to recommend and promote relevant products/services, driving a 20% increase in crosssell revenue. Conducted 15–20 weekly consultations to review customer accounts, address concerns, and improve financial engagement. Assisted with daily operational tasks, including cash handling (KES 500K+ daily), documentation, and compliance audits with 100% accuracy. Trained and mentored team members on new systems, policies, and customer service best practices. Performance Highlights: Maintained accuracy in processing 5,000+ quarterly transactions, ensuring seamless customer experiences. Prevented $15K in potential losses by identifying and escalating fraudulent activity. Led training for 25+ employees on new digital tools, increasing customer adoption by 45% within 3 months. CORE COMPETENCES Customer Support Excellence – High-volume call handling, conflict resolution, and process guidance. Sales & Lead Generation – Cold calling, objection handling, and converting inquiries into qualified leads. Tech & CRM Proficiency – Skilled in CRM systems (e.g., Salesforce), predictive dialers, and email automation. Communication & Education – Simplifying complex terms (e.g., insurance policies) for client understanding. Operational Efficiency – Multitasking, data entry accuracy, and SLA compliance in fast-paced environments. EDUCATION Certification HR management Course | Udemy 2023 Jan - 2023 April Diploma In Human Resource Management 2018 Jan - 2020 Dec KCA University