1. Margaret Khamala Wandera
E-mail: mergewandera@gmail.com
Cell phone: +970567306841
PassPort Number : A2317086 Exp. 02nd
Feb. 2025
Visa Status: Visiting Visa Exp. 15th
Apr. 2014
Nationality: Kenyan
CAREER OBJECTIVES
 To obtain a customer service management position where I can effectively utilize my
expertise in customer relations and staff leadership.
 Secure a position that will enable me to use my strong communication and organizational
skills, customer service background and my ability to work well with people.
 Embrace a culture of continuous service improvement
 To promote a culture of collaborative decision making and joint problem solving among
people both outside and within a work environment for enhanced team work.
 To develop skills that allows better communication to keep conflicts from escalating
within teams and at the work as well as outside of the work place.
EDUCATIONAL BACKGROUND
August 2010 – June 2014: Masinde Muliro University of Science and Technology (MUST)
- Bachelor of Arts Degree in Conflict Resolution and Humanitarian Assistance
August 2008 – Dec 2009: Masinde Muliro University of Science and Technology (MUST)
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2. - Diploma in Disaster Management and Humanitarian Assistance
WORK EXPERIENCE
October 2014 – to date Mater Hospital
 Work at the Clinic Registration/Reception Desk where my work entails the following;
 Receiving patients and finding out there service needs and giving feedback
 Registration of new or first time visit patients in to the system for file number allocation and
updating of patient details those already in the system for up to date information about the
patient.
 Confirmation of names from the insurance database list for cooperate clients before
commencing registration process and checking in of patients into the system to forward them
to the Nurse Station for further process.
 Running smart cards for non-cash paying clients to charge consultation fee.
 Finalizing invoices and ensuring signing of invoices by patients for claim from the insurance
companies.
 Tracking of invoices and dispatch of the same to the Billing Office for claiming from the
insurance companies.
 Answering telephone calls and giving feedback
 Ensuring effective flow of the queue at the hospital and communication to avoid delays.
 In charge of customer service by ensuring quality and timely delivery of services to clients by
making follow up with the clients and staff as well.
June 2013 – August 2013 Gertrude’s Children Hospital
• Worked at the hospitals Comprehensive Care Center which is in charge of taking care of
HIV/AIDS infected children and adults to reduce infant mortality as a result of HIV/AIDS.
Under their Social Work Department, my roles as an intern included the following;
 Development of a continuous medical education skit on interpersonal skills and
communication at the office/work place.
 General office administration including attending meetings and documenting Minutes as well
as receiving clients at the clinic
 Monitoring patients adherence to treatment and medication which include calling patients
who miss appointments as well as defaulter tracing.
 Organizing and participating in medical camps organized by the Comprehensive Care Centre
under the Gertrude’s Foundation offering free medical services to people living in slums
infected and affected by HIV/AIDS.
 Identifying conflict situation and patterns between patients, their families and the society as
a whole by interacting with the patients to identify their coping mechanisms with their
status with relevance to stigma in society
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3.  Assisting at the Nurse Station with triaging of patients to aid in classification and
prioritization of care to clients whereby severe clients are forwarded to the doctor for
prompt treatment, those with nutritional issues referred for nutritional care and follow-up,
those with adherence issues referred to the Counselor and those with social issues referred
to social work for further social need assessments.
 Visiting the hospital’s satellite clinics with comprehensive care centers to monitor patient
adherence to treatment
 Filing and file tracing at the hospitals Records Department
 Promoting behavior change through counseling and general interactions with teenagers and
young adults to reduce infections and re infection
 Conducting home visits to ascertain client’s livelihood status and issues that could hinder
their adherence to medication and promptly design a plan to prevent escalation of the
ascertained client’s.
May 2009 – July 2009 African Family Health (AFH)
 Planning for a children’s musical concert on prevention of HIV and drug abuse
 Development of a proposal for the urban youth development plan
General office administration including attending meetings and documenting the minutes,
overseeing the switchboard, referencing the resource centre, hospitality at the office, and
monitoring calls for proposals from different web-sites, Office IT needs.
KEY ACHIEVEMENTS
 Improved interpersonal relations among staff and between staff and clients that kept
conflict from escalating within a work place as well as office etiquette and professional
conduct of employees in the work place. This was best achieved through performance of
skits that dwelt on time management, communication skills, staff-staff relationship and
staff-client interaction.
 Improved adherence to treatment by clients at the clinic through close monitoring which
ensured they kept clinic appointments thus reducing resistance to drugs and deaths that
arise from defaulting treatment by patients.
 Managed to withstand pressure of attending to over 700 people during the medical camps
by ensuring fast registration of clients at the registry desk for smooth flow of the
exercise.
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4.  Learnt proposal writing skills which enabled my participation in developing of a proposal
for the Urban Youth Development Plan - a project aimed at reducing poverty among
youth in slum areas of Majengo in Nairobi.
 Reduced over-crowding at the clinic by assisting in locating files and triaging patients
before proceeding to the doctor’s room; this resulted in saving time by both staff and the
clients.
 Acquired knowledge on triaging and nutrition which is critical to my area of specialization
(Disaster and Conflict Management) where in emergency cases one should be able to sort
out cases on the basis of urgency of care. Nutrition anthropometric SPHERE Minimum
Standards assessment include children assessment of (weight for height), stunting (height
for age) which is chronic malnutrition. Body mass index is used in assessing adult’s
nutritional status.
 Improved conflict resolution techniques especially on irate clients and in discordant
relationships; this was best achieved through counseling for reassurance and coping
mechanisms that include behavior change communication.
 Improved assessment, monitoring and evaluation skills.
 Able to use Rubicon system of technology.
 Able to work under pressure to ensure quality service delivery to clients.
 Reduce backlog of invoices by ensuring timely dispatch to the Billing Office thus reducing
work load.
 Improved customer care at the clinic by ensuring effective communication with both
clients and staff making it easy to tame irate clients.
 Able to work in a multi ethnic and cultural set up.
OTHER SPECIAL ASSIGNMENTS UNDERTAKEN
 November 2014 - Presentation of a continuous medical education talks on Disaster
Management and Preparedness for Emergency Risk Management to the Mater Hospital staff.
 June 2013 - Volunteered at a medical camp in Kibera organized by the Gertrude’s
Hospital Comprehensive Care clinic
 July 2013 - Volunteered at a medical camp in Rongai at Beacon of Hope Center
 April 2008 - Field study in Budalangi and Amukura on the effects of floods on livelihoods.
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5. ADDITIONAL SKILLS
Highly proficient in the following skills:
 Research and presentation skills
 Communication skills
 Negotiation skills.
 Computer skills.
 Public relations skills
PERSONAL ASSESSMENT
Has the following personal attributes:
 Self motivated and proactive
 Team player
 Hardworking and goal oriented.
 Open minded and outgoing.
REFEREES
Up on Request
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6. ADDITIONAL SKILLS
Highly proficient in the following skills:
 Research and presentation skills
 Communication skills
 Negotiation skills.
 Computer skills.
 Public relations skills
PERSONAL ASSESSMENT
Has the following personal attributes:
 Self motivated and proactive
 Team player
 Hardworking and goal oriented.
 Open minded and outgoing.
REFEREES
Up on Request
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