Rodgers Ogola
Administrative & Customer Support Specialist
Nairobi ,Nairobi
Summary
Detail oriented professional with 6+ years of experience in administrative and operational support across various industries. Expertise in calendar management, workflow coordination, and high volume client communication. Demonstrated success in streamlining processes and ensuring compliance while providing actionable reports to executives and teams. Proficient in MS Office Suite, CRM systems, and digital communication tools to enhance productivity and maintain confidentiality.
Overview
8
8
years of professional experience
Work History
Account Manager
Ingot Brokers
12.2025 - 04.2026
- Educate clients about Ingot Brokers account types, services, offers and financial instruments
- Maintain strong follow up with clients post sale to ensure satisfaction, resolve issues and encourage additional deposits and trading activity
- Close qualified leads through outbound phone calls using effective sales techniques
- Promote new features, new promotions and updates to existing clients to boost retention and loyalty
- Track and meet individual KPIs and performance goals
- Collaborate with internal departments to ensure smooth onboarding and client experience
- Educate new clients on FX trading and take them through our platform and instruments offered.
Central Product Service Executive
Sportsserve Limited
12.2024 - 12.2025
- Process and approved over 300 customer withdrawal requests daily, verifying accuracy, compliance, and fraud-prevention measures.
- Managed customer communications professionally via email and live chat, resolving account, transaction, and bonus-related queries.
- Produced detailed reports and dashboards to monitor player behavior, product performance, and promotional outcomes, supporting data-driven decision-making.
- Maintained and updated specialized company databases, ensuring information accuracy and accessibility across teams.
- Oversaw account administration processes including creation, suspension, closure, betting limit adjustments, and wagering clarifications.
- Provided critical after-hours operational support to ensure seamless business continuity.
- Collaborated with cross-functional teams to streamline workflows, reducing processing times for both customer service and transaction approvals.
Executive Operations Assistant
StarTimes Media
03.2022 - 11.2024
- Provided comprehensive administrative support to the Deputy Director of Operations, coordinating after sales service and business hall activities to ensure smooth daily operations.
- Managed email communications by collating, prioritizing, and distributing information to relevant teams for timely action.
- Scheduled and managed calendars for multiple departments, coordinating staff shifts, meetings, and cross-functional activities for over 50 employees.
- Prepared and proofread business correspondence, memos, reports, invoices, and instructional materials, ensuring clarity, accuracy, and professional presentation.
- Acted as a primary liaison between customer service representatives, after sales teams, and management, ensuring prompt resolution of customer demands, suggestions, and complaints.
- Maintained organized filing systems, both electronic and physical.
- Monitored and ensured staff compliance with safety and emergency protocols.
- Assisted with special projects and operational initiatives as assigned by the Manager, adapting quickly to changing priorities in a fast-paced work environment.
Business Hall Agent-Customer Service
StarTimes Media
08.2021 - 02.2022
- Delivered personalized customer service by identifying client needs through cost-benefit and needs analysis
- Built and maintained strong business relationships with existing and prospective customers, driving repeat engagements and loyalty.
- Managed inbound and outbound communications, including customer follow-up calls, lead nurturing, and resolving product-related issues.
- Coordinated sales activities with internal teams and other departments to streamline service delivery and operational efficiency.
- Consistently achieved and exceeded monthly sales targets by applying persuasive communication and solution-oriented selling techniques.
- Conducted market potential analysis to track sales trends and identify growth opportunities.
Call Center Representative
StarTimes Media
09.2019 - 07.2021
- Managed high-volume inbound and outbound calls, resolving inquiries in real-time.
- Accurately entered and updated customer account information in CRM systems.
- Actively listened to customer feedback, complaints, and feature requests.
- Utilized targeted questioning techniques to quickly gather relevant details, enabling faster resolution of issues.
- Escalated unresolved issues to the appropriate teams while maintaining clear communication with customers throughout the process.
- Maintained detailed records of interactions and transactions, including inquiries, comments, and complaints.
- Evaluated customer concerns and provided product or service information, ensuring positive customer experiences.
Route Sales Person
Frescia Water Company
08.2018 - 08.2019
- Established and upheld strong client connections by providing rapid issue resolution, uncovering new business opportunities, and applying personalized sales strategies.
Education
Communication and Media Studies - Public Relations Option
Zetech University
Kiambu12-2020
Kenya Certificate of Secondary Education - KCSE
Ambira High School
Siaya12-2017
Skills
Executive Administrative Assistance
Calendar and Email Management
Meeting Coordination and Scheduling
Transaction Processing Accuracy
Document Preparation and Proofreading
Effective Communication
Excellent customer service
Problem Solving skills
Time Management and Prioritization
Attention to Detail and Confidentiality
Basic Data Analysis & Visualization
File and data Management (Electronic & Physical)
Productivity Tools
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Google Workspace (Docs, Sheets, Calendar, Drive)
Crm Communication
- Zendesk
- Hubspot CRM
- Live Chat
- Email Management Platforms
Data Reporting
- Excel (Pivot Tables, VLOOKUP)
- Google Sheets
- Basic Data Analysis & Visualization
Collaboration Tools
- Google Meet
- Microsoft Teams
- Zoom
Awards
- Employee of the Year, StarTimes Media, 2022
- Employee of the Year, StarTimes Media, 2023
- Top Performer, Business Hall Department, 2023
Timeline
Account Manager
Ingot Brokers
12.2025 - 04.2026
Central Product Service Executive
Sportsserve Limited
12.2024 - 12.2025
Executive Operations Assistant
StarTimes Media
03.2022 - 11.2024
Business Hall Agent-Customer Service
StarTimes Media
08.2021 - 02.2022
Call Center Representative
StarTimes Media
09.2019 - 07.2021
Route Sales Person
Frescia Water Company
08.2018 - 08.2019
Kenya Certificate of Secondary Education - KCSE
Ambira High School
Communication and Media Studies - Public Relations Option
Zetech University