JONES OMBOGO
Nairobi, Nairobi Province
Summary
Highly motivated and results-driven professional with a diverse background in customer service management, legal administration, and data analysis. Recognized for delivering high-quality service, fostering team collaboration, and meeting personal and organizational objectives. Committed to continuous learning, ethical leadership, and enhancing operational efficiencies. Seeking opportunities to leverage skills in a dynamic and growth-oriented company. Experienced legal professional in legal research, drafting, and case management. Demonstrated ability to support advocates in trial preparation and document review. Highly collaborative, adaptable to changing environments, and skilled in maintaining confidentiality and accuracy.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Favour Communications
12.2023 - 09.2024
- Spearheaded a team of customer service representatives, fostering a positive, collaborative environment while maintaining high service standards
- Implemented quality control measures and streamlined processes to meet customer needs effectively
- Proactively identified operational gaps and collaborated with management to enhance service delivery and customer satisfaction
- Trained and mentored staff, improving team efficiency and client interactions
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
Intern / Office Assistant / Administrator
Mose Nyambega & Co Advocates
04.2022 - 12.2023
- Assisted in the drafting of legal documents and contracts, ensuring compliance with legal requirements
- Attended court sessions and handled legal document service, providing strong administrative support to the legal team
- Managed and optimized social media platforms to increase firm visibility and client engagement
- Streamlined office operations, organized files, and facilitated project management activities
Data Analyst / Sales Consultant
San Siro Ceramics
01.2021 - 03.2022
- Conducted in-depth data analysis to inform strategic business decisions, improving overall operational efficiency
- Developed and maintained business intelligence solutions that enhanced data accessibility and decision-making
- Led junior analysts and provided training to improve team performance and analytical capabilities
- Managed client relationships, addressing inquiries and resolving issues in a timely manner
Office Assistant
Ochoki & Co Advocates
01.2019 - 01.2020
- Supported the legal team with document preparation, filing, and drafting legal correspondence
- Delivered excellent client service while assisting in client interactions and legal procedures
- Enhanced organizational efficiency through effective time management and task prioritization
Brand Ambassador
Rainbow Ruiru Resort
01.2018 - 01.2019
- Coordinated promotional events, increasing product visibility and driving customer engagement
- Managed logistics, schedules, and on-site operations to ensure successful event execution
- Developed lasting relationships with clients, driving referrals and brand loyalty
Sales Consultant
Forever Living – Reinsurance Plaza
01.2017 - 01.2018
- Built and maintained a strong client base, achieving sales targets and promoting brand growth
- Responded to customer inquiries, resolved complaints, and identified new sales opportunities
- Developed strategies to enhance customer satisfaction and loyalty
Education
Advocates Training Program -
Kenya School of Law
01.2022
Bachelor of Laws (LLB) -
Mount Kenya University
01.2020
Kenya Certificate of Secondary Education -
Kisii High School
01.2015
Kenya Certificate of Primary Education -
St. Joseph’s Combined Academy
01.2011
Skills
- Customer Service Management
- Legal Support & Drafting
- Quality Assurance & Process Improvement
- Data Analysis & Business Intelligence
- Conflict Resolution & Complaint Management
- CRM & Client Relationship Building
- Team Leadership & Employee Development
- Time Management & Organizational Skills
- Advanced proficiency in Microsoft Office Suite
- Legal Research & Writing
- CRM Software
- Business Intelligence Tools
- Sales support
- Customer service excellence
- Complaint resolution
Accomplishments
- Led a team to improve service delivery at Favour Communications, resulting in a measurable increase in client satisfaction and operational efficiency.
- Played a key role in the successful completion of the City Park Hawkers Development Project, including the drafting of key legal documents and project constitution.
Languages
French
Native language
English
Proficient
C2
Swahili
Proficient
C2
French
Intermediate
B1
Additional skills and certifications
- Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Legal Research & Writing
- CRM Software (Salesforce, Zoho CRM, etc.)
- Business Intelligence Tools (Tableau, Power BI)
Hobbies and Interests
- Socializing and Networking
- Traveling and Exploring New Cultures
- Reading and Self-Improvement
Timeline
Customer Service Manager
Favour Communications
12.2023 - 09.2024
Intern / Office Assistant / Administrator
Mose Nyambega & Co Advocates
04.2022 - 12.2023
Data Analyst / Sales Consultant
San Siro Ceramics
01.2021 - 03.2022
Office Assistant
Ochoki & Co Advocates
01.2019 - 01.2020
Brand Ambassador
Rainbow Ruiru Resort
01.2018 - 01.2019
Sales Consultant
Forever Living – Reinsurance Plaza
01.2017 - 01.2018
Bachelor of Laws (LLB) -
Mount Kenya University
Kenya Certificate of Secondary Education -
Kisii High School
Kenya Certificate of Primary Education -
St. Joseph’s Combined Academy
Advocates Training Program -
Kenya School of Law
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