FRIDAH K. OMBOGAH- MUITA

Experienced Customer Care Executive with a decade of leadership in customer service operations and strategic campaign implementation. Demonstrated success in market analysis and segmentation, leading to a 25% boost in brand engagement and a 20% increase in customer acquisition. Proficient in creating impactful multicultural campaigns through cultural sensitivity. Recognized for maintaining composure under pressure, strong communication, professionalism, time management, and work ethic. Committed to delivering exceptional service and cultivating positive customer relationships for business success.

• Diploma in Customer Service, Institute of Commercial Management, Bournemouth
• Diploma in Corporate Leadership, College of Human Resource Management, Nairobi
• Certificate of Proficiency in Insurance, College of Insurance, Nairobi
• Certificate in Property Insurance (Engineering & Construction), College of Insurance
• Certificate in Fire and Business Interruption Insurances Underwriting and Claims, College of Insurance
• CPD Certification in Practical Sales Skills
• Project Management (Short Course), E-Learning College
• Human Resources Management (Short Course), E-Learning College

Mr. Fredrick Nango, Head of Underwriting,

(Current Supervisor)

Fredrick.Nango@geminia.co.ke, 0724168233, Geminia Insurance Company Ltd.

Mr. Shifrine Simwa, Head of Customer Service,

(Former Supervisor)

shiffsimwa@gmail.com, 0720796350, First Assurance Kenya Ltd.

Dr. Peter Magati, MD and Lead Consultant ,

(Volunteer Partner)

ptrmagati@gmail.com, 0725683577, Development Hub Consulting Ltd.

• Manage 50+ daily customer calls; answer customer questions, clarify product offerings, and work to resolve account issues for an 88% customer satisfaction rating in FY 2023; and an 83% CSR in FY 2024
• Achieved consistent weekly call volume of 300+ customers.
• Recommended new products and services to customers, depending on needs; generated 25+ new weekly sales leads.
• Increased Sales Productivity by 45% in 2020 despite global pandemic.
• Implementation of Service Level Agreements, Process Mapping and Complaints Management Structure with Business Line Departments.
• Improved Client Query First Call Claim resolution from 60% to 85%.
• Introduced Multi-Skill training for the service team leading to decrease in queue waiting time by 50%.
• Increased the Net Promoter Score to 44% in 2024 up from 38% in 2023. Reflecting a stronger commitment to enhanced service delivery, digital insurance innovation and customer centric solutions.
• 73% of renewal business for retail clients in 2024
• Identified and trained the best talents for the Customer Service Points across the branches.
• Managed a team of 15 customer service officers dealing with life, pension, medical and non-life queries on both face-face and social media platforms.
• Analysed sales data to compose retail service points budget that cut costs by 30%.
• Identified and trained the best talents for the Customer Service Points across the branches.

• Microsoft Office Suite :Word, Excel, PowerPoint, Outlook, Access.
• Google Workspace: Proficiency in Docs, Sheets, Slides, Gmail, Drive
• Communication and Collaboration Tools: Zoom, Microsoft Teams, Slack, Google Meet
• Social Media Platforms: Facebook, Instagram, Twitter, TikTok
• CRM and ERP experience: Sugar CRM, TurnQuest CRM, Zoho CRM, Microsoft Dynamics 365

Volunteer at Development Hub Consulting:

• Coordinating volunteers for youth mentorship programs, developing personalised training modules that enhance mentor effectiveness.
• Facilitate bi-weekly community engagement workshops using participatory design methods, amplifying marginalized voices and community feedback into actionable program improvements.
• Assisting in orchestrating cross -sector partnership with local businesses and NGO agencies to secure resources and in-kind donations for community development initiatives.