# Immaculate Kimondo

Immaculate Kimondo is a remote worker on Himalayas, CEO / Founder at Mulachap Ventures, based in Kenya.

Source: https://himalayas.app/@immaculatekimondo

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Proactive executive support professional skilled in global calendar management, project coordination, and remote team leadership.
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| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Kenya |
| Authorized to work in | Kenya |
| Job categories | Executive Assistant, Founder, Customer Service Manager, Customer Support Lead, Remote Team Lead, Project Manager, Virtual Assistant, Clinical Workflow Specialist, Executive Support, Executive Assistant Manager, Executive Business Administrator |
| Skills | Remote Team Leadership, Conflict Resolution, Escalation Management, Zendesk, Freshdesk, Salesforce, KPI Tracking, Reporting, Lead Journey Optimization, Cross Functional Collaboration, Process Improvement, Coaching, Mentorship, Multichannel Support, Slack, Zoom, Microsoft Teams, Intercom, HubSpot, Google Workspace, Jira, Notion, Trello, Ticketing Systems, Quality Assurance, SOP Development, Training, Executive Briefings, .NET, Remote Team, HelpDesk+ |

## What I'm looking for

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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.
```

## About

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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

### CEO / Founder (current)

Mulachap Ventures. Jun 2023 - Present

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Founded and led Mulachap Ventures, aligning strategic initiatives, coordinating cross-functional communications, and managing executive briefings and partner engagements to drive business development.
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Skills: Strategic-Planning, Executive-Communication, Stakeholder-Management, Project-Management, Partnership-Development, Cross-Functional-Communication, Team-Leadership

### Customer Service Manager

[Girl Effect](https://himalayas.app/companies/girl-effect). Jan 2018 - May 2023

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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.
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Skills: 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

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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.
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Skills: Customer-Support, Escalation-Management, NPS, SOP-Development, Training, Multichannel-Support, CRM

### Credit Officer

Asa Limited. Mar 2013 - Dec 2014

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Performed lead generation via cold calling and email marketing, maintained client relationships, and enforced credit compliance and quality assurance policies to mitigate risk.
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Skills: Credit-Analysis, Lead-Generation, Compliance, Quality-Assurance, Cold-Calling, Email-Marketing, Customer-Relationship-Management

## Education

### Jomo Kenyatta University of Agriculture and Technology

Bachelor of Business Administration, Business Administration. 2010 - 2012

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Completed a Bachelor of Business Administration at Jomo Kenyatta University of Agriculture and Technology from 2010 to 2012.
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### Asana

Workflow Specialist Certificate, Workflow Specialist. 2024 - Present

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Completed Workflow Specialist certification (Asana) in 2024.
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### ALX Training

Virtual Assistant Training, Virtual Assistance. 2025 - Present

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Completed Virtual Assistant training at ALX in 2025.
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### St. Teresa College of Information Technology

Certificate in Information Technology, Stage I, Information Technology. 2009 - Present

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Completed Certificate in Information Technology, Stage I (January–May 2009).
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## Tech stack

- Salesforce
- Gmail
- .NET
- Microsoft Teams
- Zendesk
- Jira
- HubSpot
- Remote Team
- Google Workspace
- Trello
- HelpDesk+
- FreshDesk

To contact Immaculate, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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