TWAHA KIBIRIGE-KAGIMU

Manage insurance claims across three Plan Group brands, each with its own policies, processes, and customer requirements. Act as a primary point of contact for customers and repair partners, owning cases from initial notification to resolution. Resolve complex and sensitive cases by interpreting brand-specific policy requirements and balancing customer outcomes with operational and business needs. Coordinate repair and replacement workflows, including forecasting and stock allocation, while monitoring SLA compliance and performance metrics to identify risks and improvement opportunities. Communicate clearly and empathetically during stressful situations and adapt between different brand processes while maintaining consistent standards of accuracy, service quality, and regulatory compliance.

Coordinated sensitive and time-critical workflows across clinical, logistics, and administrative teams, ensuring accurate prioritisation of actions and information in a customer-critical environment. Managed multiple competing priorities while maintaining high standards of accuracy and service. Identified and implemented process improvements to reduce delays and improve operational efficiency. Supported cross-team collaboration to remove operational blockers and ensure services were delivered effectively, maintaining clear stakeholder communication for timely and accurate outcomes.

Supported riders across the UK, Europe, and international markets by handling technical queries, product concerns, and warranty-related cases. Investigated customer issues and liaised with Quality Control and international teams to identify appropriate resolutions. Helped strengthen recall-prevention and product-quality processes by identifying recurring issues and escalating relevant trends. Coordinated with internal teams to resolve stock, service, and customer-support challenges while adapting communication approaches to different riders, retailers, and stakeholders. Maintained a strong focus on customer confidence, clear communication, and effective resolution.