Sen Owak

Led initiatives to enhance customer satisfaction and retention through proactive engagement and feedback analysis. Collaborated with cross-functional teams to streamline service delivery, resolve customer issues, and implement process improvements.

Completed comprehensive virtual assistant training program with a strong focus on remote work tools, administrative support, and client-facing operations. Developed expertise in calendar management, inbox organization, appointment scheduling, and professional communication.

Participated in the African Leadership Experience through the AICE Programme, a training initiative designed to empower professionals with AI-enhanced leadership and decision-making skills. Acquired in-depth knowledge of AI tools and strategies for improving productivity, streamlining operations, and driving innovation in organizational leadership.

Successfully completed specialized training designed to enhance executive assistant capabilities through Artificial Intelligence integration in administrative roles. Developed practical skills in using AI-powered tools to manage calendars, coordinate travel logistics, support project execution, and optimize workflows.

Delivered accurate and context-sensitive interpretation services via video and audio platforms, facilitating critical medical conversations between healthcare providers and Swahili-speaking patients across the United States. Interpreted complex medical terminology, diagnoses, treatment instructions, and follow-up procedures to ensure clarity and promote patient understanding during clinical intera

Facilitated accurate and confidential over-the-phone interpretation for a diverse range of scenarios, including healthcare consultations, social services, education, legal matters, and customer service interactions. Played a vital role in refugee resettlement by interpreting during housing interviews, medical appointments, and home visits, supporting smooth transitions into new communities.

Supervised and led a high-performing team of customer service agents, aligning team efforts with performance targets and driving improvement in key performance indicators (KPIs). Designed and implemented performance management strategies, including monitoring metrics, analyzing agent behavior, and executing corrective action plans to enhance accountability.

Identified service delivery defects by reviewing customer interactions and auditing call center workflows, resulting in improvements in agent compliance and customer outcomes. Collaborated with operational leads to implement preventive and corrective action plans aimed at resolving process deficiencies and enhancing service quality.

Delivered efficient and professional customer support across multiple platforms—including phone, email, social media, and mail—ensuring a high level of responsiveness and engagement. Resolved customer complaints with professionalism and empathy while maintaining strict adherence to company policies and procedures.

Studied Water Resources and Environmental Management at Jaramogi Oginga Odinga University of Science and Technology. Gained knowledge in environmental conservation and water resource management.

Completed secondary education at Loreto High School – Matunda, earning the Kenya Certificate of Secondary Education. Focused on a broad curriculum to prepare for higher education.