Open to opportunities

Rodgers Ogola

@rodgersogola

Message

I am a customer operations specialist driving operational excellence and compliance.

Kenya

Message

What I'm looking for

I seek a customer operations role where I can streamline processes, ensure regulatory compliance, improve customer experience, collaborate cross-functionally, and grow into leadership.

I am a customer operations professional with over 5 years' experience supporting outsourcing, media, and sports betting businesses. I manage high-volume account lifecycles, oversee 500+ active accounts monthly, approve 200+ withdrawal requests daily, and analyze 10,000+ player transactions per month to inform product decisions.

I streamline processes, ensure regulatory compliance, and resolve complex escalations while collaborating with payments and product teams to reduce delays and boost satisfaction. I was recognized as Employee of the Year (2022, 2023) and Top Performer, Business Hall Department (2023), and I bring strong account management, reporting, and process-improvement skills to roles that demand operational rigor.

Experience

Work history, roles, and key accomplishments

Current

Central Product Services Executive

Current

Sportserve Limited

Dec 2024 - Present (9 months)

Handle escalated customer inquiries and oversee 500+ active customer accounts monthly; manage approval of 200+ daily withdrawal requests ensuring 100% compliance and drive process improvements with payments and product teams. Conduct data analysis on 10,000+ player transactions monthly to identify behavioral patterns and inform product changes.

Customer Support Account Management Escalation Management Data Analysis Compliance Payments Process Improvement

Operations Assistant

StarTimes Media

Mar 2022 - Nov 2024 (2 years 8 months)

Coordinated schedules for a team of 50+ staff and supported resolution of complex customer complaints, improving operational efficiency and cross-functional communication. Prepared business reports, managed filing systems, and acted as liaison between the operations director and departments to support decision-making.

Operations Coordination Scheduling Reporting Administrative Support Compliance

Business Hall Agent

StarTimes Media

Aug 2021 - Feb 2022 (6 months)

Promoted and sold StarTimes products to customers, consistently exceeding sales targets and building long-term customer relationships to improve retention. Conducted needs-based assessments, analyzed customer data for sales opportunities, and tracked daily sales activities for performance reviews.

Sales Customer Relationship Management Market Analysis Customer Service Sales Reporting Lead Generation

Call Center Representative

StarTimes Media

Sep 2019 - Jul 2021 (1 year 10 months)

Managed high call volumes and resolved account issues including payments and technical concerns, improving call handling efficiency and documenting recurring issues for process improvement. Escalated unresolved queries and maintained accurate customer records.

Customer Support Documentation Active Listening CRM Performance Tracking

Route Sales Person

Frecia Water Company

Aug 2018 - Aug 2019 (1 year)

Managed assigned routes to build strong customer relationships, ensure timely deliveries, and resolve complaints, contributing to consistent sales growth. Monitored inventory levels, promoted new products, and maintained detailed records of orders and payments.

Route Sales Customer Relationship Management Record keeping