Vincentia Owino
@vincentiaowino
Customer service professional with 7+ years delivering SLA-focused support, scheduling, and client relationship management for US clients.
KenyaWhat I'm looking for
I’m a customer service professional with 7+ years of frontline support, scheduling, and coordination—delivering direct remote support for US-based executives and clients across phone, email, and written correspondence. I resolve queries and escalations within SLA/TAT targets while maintaining accuracy, discretion, and strong client rapport.
In my most recent remote role, I served as a responsive scheduling and administrative point of contact for C-suite executives across US time zones, proactively managing calendars and appointments and handling day-to-day operational requests with sound business judgment. Earlier, as a Bank Officer in Retail & SME Banking, I improved client satisfaction (NPS), reduced transaction errors by 25%, and supported 500+ client accounts through retention-focused relationship management.
I also bring compliance and analytics experience—handling sensitive matters under KYC/AML requirements, mentoring 10+ staff in client service and compliance procedures, and supporting 15+ business clients remotely with accurate reporting and decision-support insights. I’m solutions-focused in fast-paced, high-volume environments, and I’m comfortable working US business hours from a dedicated home office.
Experience
Work history, roles, and key accomplishments
Actuarial Assistant (Risk)
Galande Consults Ltd
Sep 2022 - Present (3 years 9 months)
Provided remote client support for 15+ business clients across East and Sub-Saharan Africa, addressing queries and delivering insights to support decision-making. Managed multiple concurrent client relationships while maintaining consistent professional written communication and accurate reporting.
Productivity Assistant
Prialto
Dec 2025 - Mar 2026 (3 months)
Provided dedicated scheduling and administrative support to US-based C-suite executives, managing calendars and client requests with accuracy and discretion across US time zones. Coordinated proactively via phone, email, and written correspondence to meet fast-moving service needs.
Bank Officer (Retail & SME)
Diamond Trust Bank Kenya Ltd
Aug 2018 - Sep 2025 (7 years 1 month)
Delivered frontline service to retail and SME clients, resolving complaints and queries within agreed TAT and improving client satisfaction (NPS). Managed 500+ client accounts and reduced transaction errors by 25% through high-accuracy processing of deposits, withdrawals, RTGS/TT, and cheque transactions.
Underwriting Assistant
Nyadwe Insurance Brokers
Sep 2017 - May 2018 (8 months)
Supported insurance and credit-linked applicants by resolving queries and escalations within turnaround times, improving client retention by 12%. Reviewed applications for accuracy and compliance and maintained clear, responsive communication throughout the underwriting process.
Education
Degrees, certifications, and relevant coursework
Strathmore Business School
CFA Level I, CFA (Finance)
CFA Level I candidate (ongoing).
Jomo Kenyatta University of Agriculture & Technology
B.Sc., Actuarial Science
2011 - 2015
Grade: Second Class Honours
B.Sc. in Business Science with a focus on Actuarial Science (Second Class Honours).
Availability
Location
KenyaAuthorized to work in
Job categories
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