Wincate Wanjiku Muchiri

Nairobi | - | - WINCATE MUCHIRI WEBSITES, PORTFOLIOS, PROFILES PROFESSIONAL SUMMARY SKILLS ● Customer-focused professional with 6+ years of experience in claims management, client support, and conflict resolution. Adept at delivering exceptional remote customer service, resolving inquiries efficiently, and maintaining high satisfaction standards. Strong communicator with expertise in active listening, problem-solving, and multitasking in virtual environments. Currently pursuing an MBA to further enhance leadership and strategic customer engagement skills. ● ● Customer Support (Phone, Email & Digital) Remote Communication Tools (Zoom, MS Teams) ● Conflict Resolution & Complaint Handling ● Claims Management & Data Entry ● CRM & Case Management Systems ● Analytical & Investigative Skills ● Attention to Detail & Multitasking ● Team Mentorship & Peer Training ● Google Workspace (Docs, Sheets, Meet) ● Claims Management Systems ● ● ● WORK HISTORY linkedin.com/in/wincate-muchiri-0864b616b Microsoft Office Suite (Word, Excel, Outlook) CRM Tools (basic experience; ready to learn new systems) Remote Collaboration Platforms (Zoom, MS Teams, ) CUSTOMER SERVICE & CLAIMS OFFICER 01/2019 to Current Geminia Insurance Company Ltd, Nairobi, Kenya ● ● ● ● ● ● Respond to high volumes of client inquiries via email, calls, and face-to-face meetings, ensuring prompt and satisfactory resolution. Provide accurate information on claims status, requirements, and procedures with a strong focus on clarity and empathy. Assist clients remotely with claim submissions and policy queries, maintaining professionalism and confidentiality. Train and mentor junior staff in client service delivery and claims handling. Improve turnaround times by streamlining communication workflows and documentation. Collaborate with internal teams to ensure seamless service delivery and prompt resolution of client issues. CLAIMS CLERK 02/2017 to 12/2018 Geminia Insurance Company Ltd, Nairobi, Kenya ● ● ● ● EDUCATION Supported customers through the claims process, providing step-by-step guidance and status updates. Handled administrative support functions including digital filing, scanning, and data entry. Investigated and verified claims, ensuring documentation was complete and accurate. Prioritized multiple claims cases while maintaining compliance with service level agreements. University of The People Master of Business Administration (MBA), 04/2025 In Progress College of Insurance Certificate in Proficiency, Insurance, 11/2024 Kenyatta University Bachelor of Commerce, Finance, 07/2016 GPA: Second Class Honors Gitwe Girls High School, Kiambu, Kiambu District, Kenya High School Diploma, 11/2011 CERTIFICATIONS ● ● ● ● Fire Insurance Underwriting & Claims, College of Insurance, 2023 Property Insurance & Claims Management, African Re-insurance, 2018 Marine Insurance Mentorship, Association of Kenya Insurers, 2024 Foundation & Comprehensive General Insurance, College of Insurance LANGUAGES English: REFERENCES Available upon request. Swahili: