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
Nairobi12.2023
Diploma - Caregiving
Alison
Online03.2023
Diploma - Community Health and Development
Premise Africa Development Institute
Nairobi06.2009
First Aid Trainer - Community Health
Kenya Red Cross Society
Nairobi03.2008
Computer Packages -
Ugunja Resource Centre
Ugunja07.2007
Counseling Skills - Counseling
Kenya Institute of Professional Counseling
Kisumu07.2006
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
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