Open to opportunities

Immaculate Kimondo

@immaculatekimondo

Proactive executive support professional skilled in global calendar management, project coordination, and remote team leadership.

Kenya

Message

What I'm looking for

I seek roles focused on executive support or customer experience leadership, with remote-first teams, clear growth paths, collaborative culture, and opportunities to scale processes and improve CX metrics.

I am a proactive executive support professional skilled at managing complex calendars across global time zones, coordinating cross-functional initiatives, and preparing executive briefing materials. As CEO/Founder, I set high-level strategy, cultivated strategic partnerships, and represented the company at major events while managing sensitive executive communications with discretion.

I have led global remote teams of 10+ agents, implemented Zendesk to boost response efficiency by 35%, and improved Net Promoter Score (NPS) by 18% through training, QA scorecards, and process improvements. I prioritize clear communication, cross-functional collaboration, and scalable processes to deliver high-quality outcomes in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

CEO / Founder

Current

Mulachap Ventures

Jun 2023 - Present (2 years 3 months)

Founded and led Mulachap Ventures, aligning strategic initiatives, coordinating cross-functional communications, and managing executive briefings and partner engagements to drive business development.

Strategic Planning Executive Communication Stakeholder Management Project Management Partnership Development Cross Functional Communication Team Leadership

Customer Service Manager

Girl Effect

Jan 2018 - May 2023 (5 years 4 months)

Managed a global remote team of 10+ agents, implemented Zendesk to streamline workflows and boost response efficiency by 35%, and developed QA scorecards and coaching frameworks to improve performance.

Zendesk Remote Team Management QA Customer Support Coaching Google Workspace Ticketing Systems Cross Functional Collaboration

Senior Customer Support Lead

Incredo Finance

Aug 2016 - Dec 2017 (1 year 4 months)

Led a multichannel support team handling phone, chat, and social channels; resolved complex escalations, improved NPS by 18%, and reduced ticket volume by 22% through knowledge base enhancements.

Customer Support Escalation Management NPS SOP Development Training Multichannel Support CRM

Credit Officer

Asa Limited

Mar 2013 - Dec 2014 (1 year 9 months)

Performed lead generation via cold calling and email marketing, maintained client relationships, and enforced credit compliance and quality assurance policies to mitigate risk.