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Mitchelle Ogondi

@mitchelleogondi

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Dynamic Operations Leader with 7+ years of customer service experience.

Kenya

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What I'm looking for

I am looking for a role that offers strategic leadership opportunities and a commitment to operational excellence.

I am a dynamic and results-oriented Operations Leader with over 7 years of experience in driving customer service excellence, retail operations, and team management across various industries, including insurance, tourism, and sales. My career has been marked by a demonstrated ability to build high-performing teams and streamline front-office workflows, ensuring that customer satisfaction remains at the forefront of all operations.

Throughout my career, I have successfully led service improvements that not only increased revenue but also ensured regulatory compliance within fast-paced environments. My experience includes managing teams of over 10 front office service executives, implementing SLA benchmarks, and introducing innovative training programs that significantly improved service delivery and productivity. I am now seeking to bring my strategic leadership and operational insight to a BPO organization committed to excellence.

Experience

Work history, roles, and key accomplishments

Front Office Customer Service Manager

Jubilee Allianz Insurance Kenya

Dec 2023 - Apr 2025 (1 year 4 months)

Led and managed a team of 10+ front office service executives to ensure timely client assistance, claim queries, and walk-in service delivery. Initiated multi-skill training programs that improved queue management and decreased average waiting time by 50%.

Team Leadership Customer service management Training Programs Performance Tracking Process Mapping

Retail Sales Representative

Topline Marketing Agencies

Feb 2018 - Dec 2023 (5 years 10 months)

Delivered product guidance, handled transactions, and built strong client relationships. Achieved a 15% monthly sales growth and maintained over 70% client retention.

Retail Sales Client Relationship Management Sales Growth CRM Systems Customer Engagement

Front Office Customer Service Executive

Jubilee Allianz Insurance Kenya

Jan 2018 - Nov 2023 (5 years 10 months)

Served as the first point of contact for policyholders, handling inquiries, claims, updates, and transactions. Processed over 1,200+ policy applications annually with 100% documentation accuracy.

Customer Service Policy Application Claims Handling Regulatory Compliance

Customer Service Assistant

Sun La Vie Safaris

Jan 2017 - Dec 2017 (11 months)

Resolved client travel inquiries and managed account information updates and service feedback. Resolved 95% of complaints same-day, contributing to overall client retention.

Customer Service Travel Inquiries Account Management Sales Support Personalized Recommendations

Education

Degrees, certifications, and relevant coursework

NIBS Technical College

Diploma, Customer Service

Completed a comprehensive diploma program focused on customer service principles and practices. Gained expertise in managing customer interactions and ensuring service excellence.

NIBS Technical College

Diploma, Business Management

Undertook a diploma in Business Management, acquiring knowledge in business operations and strategic management. Developed skills essential for effective organizational leadership.

Kenya Institute of Professional Studies

Certification, Microsoft Office & Computer Applications

Obtained certification in Microsoft Office and Computer Applications. Developed proficiency in essential software tools for professional productivity.