Sheila Wasilwa Mutiembu

Kansas City, Kansas ***** • 916-***-**** • ad3ze6@r.postjobfree.com

https://www.linkedin.com/in/sheila-wasilwa

Professional Summary:

Master of Health Administration (MHA) candidate with a keen interest in contributing to interdisciplinary team environments. Demonstrates a collaborative spirit coupled with expertise in operations and financial management, strategic planning, staff training, and professional development. Offers a rich background in client and customer relationship management, underscored by a commitment to team leadership, motivation, and leading through example. Boasts superior communication and presentation capabilities. Committed and results-oriented, with a solid history of enhancing customer relations to foster loyalty and expansion. Skilled in juggling multiple tasks including customer support, project oversight, resolving grievances, office operations, account stewardship, and adherence to regulatory standards. Proficient in project coordination, healthcare management, team supervision, and ensuring compliance with healthcare benchmarks. Recognized for outstanding communication, leadership, and a professional demeanor aimed at delivering high-quality outcomes. Technically adept in CRM software, Microsoft Office Suite, QuickBooks, and database management systems, ready to drive efficiency and excellence in healthcare administration roles. Education:

Park University, Parkville, Missouri

Master of Healthcare Administration (Expected Fall 2024) Relevant Coursework: Healthcare Delivery Systems Organization, Legal & Ethical Issues in Healthcare, Health Economics & Policy, Healthcare Operations Management, Health Information Systems Management, Healthcare Finance

Kenyatta University, Nairobi, Kenya

Master of Arts in Public Policy & Administration (Graduated Fall 2022) Achievement: Summa Cum Laude, GPA: 3.9

Kenyatta University, Nairobi, Kenya

Bachelor of Arts in Economics, Sociology, Political Studies (Graduated Spring 2016) Certifications:

International Computer Driving License (ICDL)

Good Clinical Practice (GCP)

Customer Relationship Management (CRM)

Mental Health First Aid

Certified Nurse Aide, State of Kansas

Project Management Experience:

Focused on Healthcare Administration, Training and Development, and Customer Experience Strategy Development

Professional Memberships:

Member, American College of Healthcare Executives (ACHE) Publications:

"Effects of Public Sector Initiatives on Job Creation for the Youth: A Case of the Youth Enterprise Development Fund in Trans-Nzoia County, Kenya"

Experience:

Merriam Gardens Healthcare and Rehabilitation Center Certified Nurse Aide

August 2023 - Present

Delivered exceptional nursing care to residents, assisting with Activities of Daily Living (ADLs).

Accurately documented and charted care for each resident, ensuring comprehensive records.

Strictly adhered to infection control procedures to maintain a safe environment.

Prepared residents for therapy sessions, activities, and appointments, enhancing their rehabilitation experience.

American Red Cross

Customer Service (Phlebotomist/Blood Collections Staff) June 2023 - December 2023

Conducted blood donations professionally, ensuring donor comfort and safety.

Maintained strict adherence to collection protocols and procedures, ensuring accuracy and safety.

Kept precise records and documentation of donor information and blood collections.

Delivered excellent customer service, positively representing the American Red Cross.

Effectively communicated with donors, answering questions, and ensuring a positive donation experience. NCBA Bank Limited

Customer Service Officer

May 2019 – December 2021

Provided high-quality customer service, managing inquiries, and ensuring compliance with Anti-Money Laundering (AML) regulations.

Led project management initiatives to enhance customer experience.

Efficiently handled and resolved customer complaints, maintaining a log for further escalation.

Managed daily branch operations, including ATM card and Cheque Book applications, M-Banking, and internet banking.

Coordinated account openings and managed dormant accounts, adhering to bank policies.

Developed and implemented a more efficient call script, reducing customer handling time and improving service quality.

Innovated follow-up procedures with unsatisfied customers, reducing churn by 8%.

Trained new employees in conflict resolution and CRM activities, elevating team performance. Airtel Kenya Limited

Territory Sales Executive

January 2019 – May 2019

Executed action plans to meet and exceed sales and revenue targets.

Enhanced client satisfaction through outstanding sales and after-sales services.

Revived dormant customer accounts and consistently met sales targets through effective relationship management.

Maintained professionalism, ensuring courteous interactions even under pressure. Relevant Experience:

Merchandiser, Pro-mind & Smart Brands Group Limited (August 2018 - December 2018).

Customer Care Representative, Horizon Contact Center (July 2017 - March 2018).

Administrative Intern, Nairobi City County, Inspectorate Department (February 2017 - May 2017).

Volunteer, Kenya Red Cross Society (February 2015 - February 2016). Strengths:

Healthcare Administration: Proficient in finance, legal issues, team leadership, operations management, and strategic planning.

Communication: Excel in clear and informative communication, simplifying complex issues.

Teamwork: Experienced in collaborative projects, with strong business and communication skills.

Leadership and Project Management: Effective in organizing teams, setting goals, and monitoring progress.

Professionalism: Demonstrates composure and commitment in facing daily challenges.

Delivering Results: Committed to producing quality results timely and efficiently.

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