Lilian N. Chybire

LILIAN NANJIRA CHYBIRE- CUSTOMER SERVICE| ADMINSTRATION & HR | Detail-oriented and customer-focused professional with experience in customer service, administration, and HR. Skilled in handling inquiries, resolving issues, and managing operations like order processing, invoicing, and database management. Proficient in Zendesk, Microsoft Office (Excel, Word, Outlook) and dedicated to enhancing customer experiences while optimizing workflows in fast-paced environments. KEY PROFESSIONAL SKILLS | Customer Service & Client Relationship Management| Order Processing & Invoice Management| Communication & Conflict Resolution | Data Entry & Communication |Multitasking & Time Management | Microsoft Office Suite (Word, Excel, Outlook) | Problem Solving & Critical Thinking | |Adaptability & Collaboration| Project Management | Report Writing | HR Management & Administration | Budgeting and Financial Management | EDUCATION & CREDENTIALS  Certified Human Resource Professional, College of Human Resource Management, January 2023December 2023.  Higher National Diploma in Human Resource Management, College of Human Resource Management, September 2021- July 2022.  Bachelor of Commerce, Finance, Strathmore University,-.  Higher Diploma, Business Management, Compuera College,-.  Kenya Certificate of Secondary Education (K.C.S.E),-.  Technical Proficiency  Microsoft Suite (Excel, Word, Outlook)  Email, Phone & Chat Communication tools  Task & Workflow Management tools (Asana, Zendesk) 1|Page CAREER HIGHLIGHTS Hospital Administrator & Customer Relations Manager |ACK Maseno Mission Hospital | May 2021 – Date Key Contributions & Results  Handled General Administrative, Customer Service and Finance Roles  Increased patient satisfaction ratings by 92% through enhanced communication and service improvements.  Optimized appointment scheduling, reducing patient wait times by 60%, and streamlined check-in procedures, cutting registration time from 25 minutes to 15 minutes.  Resolved 98% of patient complaints on first contact, minimizing escalations and improving service quality through a structured patient feedback system.  Reduced billing errors by 99%, ensuring faster and more accurate claim processing. Enhanced patient education on insurance policies, leading to fewer disputes and smoother transactions.  Efficiently managed 150+ patient inquiries monthly, delivering prompt and accurate assistance while optimizing front-desk workflow to reduce bottlenecks.  Strengthened staff-patient communication by conducting empathy, problem-solving, and customer service training, earning an average of 200+ positive patient reviews quarterly.  Managed key hospital operations, including accounts receivables & payables, store and stock management, and human resource administration to improve efficiency. Customer Service & Operations Officer| Royal Lily Events | April 2017 – April 2021 Key Contributions & Results:  Planned and executed 30+ events annually, ensuring seamless operations and high client satisfaction.  Reduced event costs by 25% through strategic vendor negotiations and efficient resource allocation.  Optimized booking efficiency by 90% by integrating event management software such as Eventbrite.  Managed 10+ calls and in-person inquiries daily, achieving a 95%+ resolution rate on first contact.  Increased repeat business by 30% by consistently delivering high-quality events on time and within budget.  Handled written inquiries, providing detailed information on events and their execution processes. 2|Page Customer Care & Administrative Assistant |Appleton Montessori Kindergarten | May 2011 – March 2017 Key Contributions & Results:  Handled General Administrative, Customer Service and Finance Roles  Increased parent satisfaction scores by 95% by implementing a structured communication system using voice calls, emails, and text messages.  Boosted kindergarten enrollment by 50% through exceptional customer service and proactive follow-ups, achieving full-capacity classes within 12 months.  Reduced inquiry response time by 80%, ensuring all parent concerns were addressed within 24 hours for faster and more efficient assistance.  Introduced a new feedback system by promoting an open-door policy between parents and management, strengthening parent-school relationships and driving a 50% increase in admissions.  Enhanced brand visibility through educational fairs, boosting market positioning by advancing four ranks within the locality.  Increased brand loyalty by implementing a sibling discount, resulting in the enrollment of 15 additional pupils within eight months. OTHER ROLES  Volunteer Administrator & Support staff, Jonathan Gloag Academy, July 2009-April 2010.  Administrative Assistant, Interlink Rural Information Service (IRIS) January 2004 – May 2007. 3|Page