Gladys Karuga

Highly organized and discreet Executive Support Professional with over three years of experience supporting operations, managing professional communications, and coordinating administrative processes within the financial services sector. Skilled at coordinating executive schedules, preparing professional correspondence, managing stakeholder communications, and ensuring timely follow-through on organizational priorities. Demonstrates strong ability to facilitate communication between leadership, internal teams, and external stakeholders while maintaining structured administrative systems that support efficiency, accountability, and service excellence.

Executive Assistant to the CEO - Kenya Orient Insurance Limited

(2025-06 - 2026-02)

Provide executive administrative and operational support to senior management while ensuring effective coordination of communication, documentation, and organizational priorities.

• Manage confidential executive communications and documentation with high levels of discretion and professionalism.
• Coordinate internal and external communications on behalf of leadership, ensuring clarity and timely responses.
• Prepare professional reports, correspondence, and documentation supporting management decision-making.
• Facilitate coordination between departments to ensure smooth information flow and operational efficiency.
• Maintain structured document management systems that improve accessibility and compliance.

Customer Experience Associate - Kenya Orient Insurance Limited

(2023-02 - 2025-05)

Delivered high-quality customer support within a regulated financial services environment while maintaining strong communication and service standards.

• Managed customer communication channels including calls, emails, and walk-in inquiries.
• Conducted client onboarding and account registration while ensuring documentation accuracy.
• Resolved customer queries and complaints within defined turnaround times.
• Supported cross-selling of insurance products aligned with customer needs.
• Maintained accurate client records and operational documentation.

Customer Service Representative - Ison Xperience Limited

(2022-04 - 2023-01)

Provided inbound call centre support within a fast-paced service environment.

• Handled high volumes of inbound calls while maintaining professionalism and accuracy.
• Logged and tracked customer interactions to ensure proper documentation and follow-up.
• Escalated complex issues appropriately to ensure timely resolution.
• Maintained clear, respectful, and solution-focused communication with clients.

Kenya Certificate of Secondary Education - Gitugi Girls High school

Bachelor of Science - Food Nutrition & Dietetics - University of Nairobi