Otieno Omondi

Served as principal assistant to the Branch Manager driving operational and control rigour, achieving 100% KYC/AML compliance and leading initiatives that increased retail and business banking performance by 25%.

Deliver lectures and supervise undergraduate, diploma and certificate students in governance, peace, and security studies; develop and review curricula and assessments to improve learning outcomes and student development.

Reengineered customer service operations to drive NPS to 93%, cross-trained staff to improve response times by 73% and improved accuracy and accountability across the team, increasing productivity and service standards.

Managed a portfolio of 1000+ accounts achieving 65% volume growth and generated over Ksh 1M by onboarding 100+ high-value clients while training interns and driving sales incentives that increased product sales by 83%.

Provided customer care services handling enquiries and transactions to support operations and client satisfaction during a short-term engagement.

Supported customer service operations during an internship, assisting with account processes and frontline client interactions to improve service delivery.

Supported environmental programs and administrative tasks during a fixed-term attaché role, contributing to field activities and data collection.

Served as a clerk supporting electoral processes and administrative duties during the assignment to ensure accurate records and smooth operations.

Pursuing a Master of Science in Governance, Peace & Security at Africa Nazarene University beginning in 2022.

Grade: First Class Honors

Completed a Bachelor of Science in Disaster Management with Information Technology, graduating with First Class Honors in 2017.