Ceciliah Njeri Thiga

[email protected] • (254)712-183-949 • P.O Box 5070 Madaraka, Thika, Kenya 01002

PROFESSIONAL SUMMARY

Results-driven Customer Service Representative with over 5 years of experience in medical billing and healthcare administration, specializing in HIPAA compliance and EHR systems like Athenahealth. Proven track record of improving billing accuracy by 15% and reducing claim processing time by 20%, directly enhancing revenue cycle efficiency. Adept at leveraging data analysis tools such as SPSS to identify process bottlenecks and implement solutions that boost customer satisfaction scores by 10%. Committed to delivering exceptional service while ensuring regulatory compliance and operational excellence in fast-paced healthcare environments.

WORK EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE
05/2022 - Present
ONQ KENYA , Nyeri, Kenya
• Led resolution of 80+ customer inquiries daily, achieving a 98% quality assurance score and 98% production efficiency by optimizing average handle time to 5 minutes
• Implemented targeted retention strategies that boosted client loyalty by 25%, leveraging proactive needs assessments and feedback-driven service improvements
• Reduced billing disputes by 30% through precise claims management and strict policy compliance, directing over 100 clients monthly to appropriate departments
• Trained and mentored new agents, enhancing team performance and ensuring 100% adherence to company protocols, resulting in improved customer satisfaction by 15%
QUALITY ASSURANCE INTERN
06/2023 - 05/2024
DEDAN KIMATHI UNIVERSITY OF TECHNOLOGY , Nyeri, Kenya
• Led a comprehensive feedback initiative using surveys and focus groups, boosting employee satisfaction by 20% through targeted process refinements
• Analyzed over 500 student-lecturer evaluations with SPSS to enhance teaching effectiveness by 20%, implementing data-driven pedagogical improvements
• Increased employee engagement scores by 15% by designing and executing systematic feedback mechanisms and optimizing related workflows
• Trained 30+ staff on advanced assessment tools, achieving 100% departmental adoption and streamlining evaluation processes
SALES AND MARKETING ATTACHÉ
11/2021 - 01/2022
MJENGO LIMITED
• Processed 100+ orders monthly with 100% accuracy, enhancing customer satisfaction and repeat business
• Reduced complaint resolution time by 40% through empathetic service and detailed product support
• Processed orders, managed invoices, and resolved complaints, achieving 95% customer satisfaction
• Maintained accurate sales records and provided product support, increasing repeat clientele

EDUCATION

Bachelor of Commerce, Marketing
09/2018 - 04/2022
Chuka University , Chuka, Kenya GPA: Second Class Honors, Upper Division
High School diploma
01/2014 - 11/2017
Gatimu Girls High School GPA: Grade B-

SKILLS

Technical Skills: Medical Billing, HIPAA Compliance, Data Analysis (SPSS), EHR Systems (Athenahealth), Medical Terminology, Legal Terminology, Basic IT Support, Quality Assurance
Soft Skills: Communication Skills, Active Listening, Customer Empathy, Problem Solving, Multitasking, Time Management, Team Collaboration, Organizational Skills
Tools: RingCentral VOIP, Intercom, CRM Software, Computer Literacy
Other: Multilingual (English, Swahili), Customer Retention, Process Improvement, Work Across Time Zones (EST, PST), Note-taking, Product Knowledge

CERTIFICATIONS

Health Insurance Portability and Accountability Act (HIPAA) Certification
EFSET English Proficiency Certification - C2 English proficiency