Gloria Otieno

Led end-to-end onboarding and implementation for new clients, collaborating with Sales, Billing, and Operations to ensure smooth handoffs and resolve billing disputes; improved customer service workflows and documentation. Supported governance activities and contributed to SOPs and onboarding playbooks to increase consistency across teams.

Maintained accurate customer records, produced client communications and engagement reports, and assisted in developing customer service policies to improve service delivery and satisfaction. Collaborated with Loans and Collections to refine service strategies and supported team operations.

Provided clerical support including data entry and document management, improved appointment scheduling to reduce client wait times, and supported onboarding and HR administrative tasks. Prepared internal communications and updated work reports to enhance operational efficiency.

Pursuing a Bachelor of Business Administration and Marketing at Daystar University, focusing on business and marketing fundamentals.

Completed a Certificate of Proficiency (COP) focusing on community and compliance foundations in insurance.

Completed a Diploma in Communication in Electronic Media covering media production and communication principles.

Earned a Certificate in Communication and Journalism with foundational training in media and journalism.