Summary
Overview
Work History
Education
Skills
Languages
Professional Memberships
Additional Information
Timeline
Generic

Anne Mwongeli Okello

Nairobi,30

Summary

Experienced professional with over 10 years of experience in customer relationship management, administrative support, and healthcare and kitchen appliance operations. Demonstrated success in process optimization, customer satisfaction improvement, and business growth. Committed to leveraging psychological principles to enhance service delivery and contribute to community development through strategic planning.

Overview

20
20
years of professional experience

Work History

Customer Service/Operations Executive

Newmatic Kitchen Appliances
06.2024 - Current
  • Efficient Complaint Resolution: Investigated and resolved customer complaints, including those escalated to small claims court, maintaining the company’s reputation and customer trust
  • Improved Customer Satisfaction: Elevated customer satisfaction scores by 10% within five months through effective issue resolution and proactive engagement
  • Oversee daily operations to ensure seamless service delivery
  • Manage customer inquiries and provide timely resolutions
  • Implement strategies to enhance customer experience and operational efficiency

Virtual Assistant

Freelance
03.2020 - Current
  • Lead generation and customer relationship management
  • Data entry and email list creation
  • Web research and appointment setting
  • Chat support to enhance customer engagement

Customer Care Representative / Clinic Administrator

Meridian Medical Centre
12.2011 - 12.2019
  • Customer Base Expansion: Increased branch customer base from 10% in 2015 to 30% in 2019 through excellent service delivery
  • Process Streamlining: Implemented customer care strategies, streamlining processes for seamless service
  • Portfolio Management: Managed corporate and insurance client portfolios, ensuring timely revenue collection
  • Customer Satisfaction Enhancement: Spearheaded customer service research surveys to enhance client satisfaction
  • Service Delivery Improvement: Conducted competitor analysis to improve service delivery standards
  • Managed daily clinic operations, including staff supervision and patient scheduling
  • Handled billing and insurance claims processing
  • Developed and maintained relationships with corporate clients and insurance providers

Administrative Assistant (Volunteer)

Seeds of Peace Africa International (SOPA International)
09.2009 - 07.2011
  • Managed office operations and assisted senior personnel with special assignments
  • Supervised and trained staff to ensure efficient workflow
  • Prepared data and compiled reports for organizational use
  • Organized youth activities and facilitated community engagement initiatives

Public Health Attache

Kenyatta National Hospital
06.2009 - 08.2009
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Volunteer

Kenya Society for People With AIDS (KESPA)
02.2007 - 07.2008
  • Data Entry
  • Promoted environmental awareness with educational workshops and hands-on activities.
  • Facilitated better healthcare access by volunteering at free clinics.

Volunteer

Red Cross Society
05.2005 - 03.2008
  • Trained in First Aid, peer education, and counselling to reduce school dropout rates.
  • Assisted with special events and programs.
  • Mentored new volunteers, fostering a supportive and inclusive team environment.

Education

B.A - Psychology & Political Science and Public Administration

University of Nairobi
Nairobi
12.2023

Diploma - Caregiving

Alison
Online
03.2023

Diploma - Community Health and Development

Premise Africa Development Institute
Nairobi
06.2009

First Aid Trainer - Community Health

Kenya Red Cross Society
Nairobi
03.2008

Computer Packages -

Ugunja Resource Centre
Ugunja
07.2007

Counseling Skills - Counseling

Kenya Institute of Professional Counseling
Kisumu
07.2006

Skills

  • Customer Service Excellence
  • Administration & Operations Management
  • Strategic Planning & Leadership
  • Data Entry & CRM Management
  • Health & Safety Compliance
  • Report Writing & Documentation
  • Community Engagement
  • First Aid Training & Counseling

Languages

English
Advanced
C1
Swahili
Proficient
C2
Swedish
Beginner
A1

Professional Memberships

Member, Kenya Red Cross Society

Additional Information

Ma. Clarissa D. Halili

Online Freelancer, Project Manager

ice.halili@gmail.com


Dr. Ondiek John Paul

Branch Manager, Meridian Medical Centre

0713974744 | johnpaulondiek@ymail.com


Mr. Oscar Ingutia

Senior Accountant, Newmatic Kitchen Kenya Ltd.

0716955299 | ingutiaoscar@gmail.com

Timeline

Customer Service/Operations Executive

Newmatic Kitchen Appliances
06.2024 - Current

Virtual Assistant

Freelance
03.2020 - Current

Customer Care Representative / Clinic Administrator

Meridian Medical Centre
12.2011 - 12.2019

Administrative Assistant (Volunteer)

Seeds of Peace Africa International (SOPA International)
09.2009 - 07.2011

Public Health Attache

Kenyatta National Hospital
06.2009 - 08.2009

Volunteer

Kenya Society for People With AIDS (KESPA)
02.2007 - 07.2008

Volunteer

Red Cross Society
05.2005 - 03.2008

B.A - Psychology & Political Science and Public Administration

University of Nairobi

Diploma - Caregiving

Alison

Diploma - Community Health and Development

Premise Africa Development Institute

First Aid Trainer - Community Health

Kenya Red Cross Society

Computer Packages -

Ugunja Resource Centre

Counseling Skills - Counseling

Kenya Institute of Professional Counseling
Anne Mwongeli Okello