Judith Bogonko
🌟 Chief Commercial Officer (CCO) at Fingo Africa- Claim this Profile
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English Full professional proficiency
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Kiswahili Professional working proficiency
Topline Score
Bio
Siani Malama
Judith is super talented, skillful and attention to detail. She's a strategic thinker and always looking for better ways to solve solutions. Her passion for customers is inspiring, and no task is too small or big for her. Having worked with her on some projects enable me to learn so much from her. Judith loves a good challenge, and thrives on making sure a win win solution for all stake holders. I would work with her any time because I know she will deliver, beyond expectations.
Karen Mumbi
Judith is a remarkable and outstanding leader. Working with her was a surreal experience. Not only is she a good leader but she is also has the attributes of a good mentor. She has inspired me and pushed me beyond self imposed limits.
Siani Malama
Judith is super talented, skillful and attention to detail. She's a strategic thinker and always looking for better ways to solve solutions. Her passion for customers is inspiring, and no task is too small or big for her. Having worked with her on some projects enable me to learn so much from her. Judith loves a good challenge, and thrives on making sure a win win solution for all stake holders. I would work with her any time because I know she will deliver, beyond expectations.
Karen Mumbi
Judith is a remarkable and outstanding leader. Working with her was a surreal experience. Not only is she a good leader but she is also has the attributes of a good mentor. She has inspired me and pushed me beyond self imposed limits.
Siani Malama
Judith is super talented, skillful and attention to detail. She's a strategic thinker and always looking for better ways to solve solutions. Her passion for customers is inspiring, and no task is too small or big for her. Having worked with her on some projects enable me to learn so much from her. Judith loves a good challenge, and thrives on making sure a win win solution for all stake holders. I would work with her any time because I know she will deliver, beyond expectations.
Karen Mumbi
Judith is a remarkable and outstanding leader. Working with her was a surreal experience. Not only is she a good leader but she is also has the attributes of a good mentor. She has inspired me and pushed me beyond self imposed limits.
Siani Malama
Judith is super talented, skillful and attention to detail. She's a strategic thinker and always looking for better ways to solve solutions. Her passion for customers is inspiring, and no task is too small or big for her. Having worked with her on some projects enable me to learn so much from her. Judith loves a good challenge, and thrives on making sure a win win solution for all stake holders. I would work with her any time because I know she will deliver, beyond expectations.
Karen Mumbi
Judith is a remarkable and outstanding leader. Working with her was a surreal experience. Not only is she a good leader but she is also has the attributes of a good mentor. She has inspired me and pushed me beyond self imposed limits.
Credentials
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Customer Journey Architect
BrandLove - Experience DesignNov, 2021- Nov, 2024 -
Project Management Tips
LinkedInNov, 2020- Nov, 2024 -
Take a More Creative Approach to Problem-Solving
LinkedInNov, 2020- Nov, 2024 -
Customer Experience: Journey Mapping
LinkedInSep, 2020- Nov, 2024 -
Leading with Emotional Intelligence
LinkedInAug, 2020- Nov, 2024 -
Coaching for Results
LinkedInJun, 2020- Nov, 2024 -
Coaching and Developing Employees
LinkedInJan, 2020- Nov, 2024 -
Calculating the Value and ROI of Customer Service
LinkedInDec, 2019- Nov, 2024 -
Ken Blanchard on Servant Leadership
LinkedInDec, 2019- Nov, 2024 -
Business Innovation Foundations
LinkedInNov, 2019- Nov, 2024 -
Leadership Stories: 5-Minute Lessons in Leading People
LinkedInOct, 2019- Nov, 2024 -
Persuasive Selling
LinkedInOct, 2019- Nov, 2024 -
Jodi Glickman on Pitching Yourself
LinkedInSep, 2019- Nov, 2024 -
Agile Foundations
LinkedInAug, 2019- Nov, 2024 -
Creating a Culture of Service
LinkedInAug, 2019- Nov, 2024 -
Design Thinking: Understanding the Process
LinkedInAug, 2019- Nov, 2024 -
PowerPoint Quick Tips
LinkedInAug, 2019- Nov, 2024 -
Excel: Macros and VBA for Beginners
LinkedInJul, 2019- Nov, 2024 -
Using Customer Surveys to Improve Service
LinkedInJul, 2019- Nov, 2024 -
Excel Essential Training (Office 365)
LinkedInMay, 2019- Nov, 2024 -
Diploma in Insurance, CII
Chartered Insurance Institute
Experience
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Fingo Africa
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Kenya
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Financial Services
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1 - 100 Employee
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🌟 Chief Commercial Officer (CCO)
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Apr 2022 - Present
Fingo Africa is on a transformative journey to redefine banking for Africa's youth. Our vision is to provide a NeoBanking experience that empowers users to open accounts within 240 seconds, granting them access to a comprehensive range of financial services such as savings, credit, investments, and payments in a way that is relatable to them Areas of Expertise: - Championing Customer Experience (CX): I lead the charge in formulating and executing CX strategies. Through these efforts, we continue to elevate customer satisfaction levels, strengthen retention rates, and stimulate organic growth via referrals. - Market Insight: I possess a keen grasp of FINGO's vision, competitive landscape, and market intricacies. These insights guide the formulation of market strategies that resonate effectively with our audience. - Strategic Leadership: My role involves cultivating the growth of the FINGO brand and elevating market awareness through meticulously designed marketing initiatives. - Growth Architecture: Defining FINGO's commercial trajectory to ensure growth and profitability, I collaborate seamlessly with the product team to establish a robust growth process that will be a core pillar of our success. - Performance Analytics: Adept at monitoring quarterly metrics and reports, I glean insights that facilitate informed decision-making. - Nurturing Partnerships: Engaging closely with our partners, I foster collaborative relationships that generate mutual benefits. This approach not only drives FINGO's growth but also aids our partners in realizing their objectives. - Team Excellence: My commitment to fostering excellence leads to the cultivation of high-performing teams that seek to consistently exceed customer expectations. - Cultural Catalyst: Collaborating closely with the leadership team, I involve all staff in crafting our cultural fabric and establishing the rhythms, rituals, and routines that harmonize with our vision. Show less
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APA Insurance Limited
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Kenya
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Insurance
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400 - 500 Employee
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Group Head of Customer Experience and Innovation
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Oct 2019 - Apr 2022
In addition to heading the Customer Experience function, I was in charge of working with a diverse team of staff from different departments to identify, prioritize and implement innovative ideas in the Group that would ensure continuous delivery of value to the customers. Achievements:-Set up an Omni channel solution that brought together all client queries from different touchpoints to one system hence enabling standardised service, made life easier for the team since they only had to log in to one system and more comprehensive reporting hence better performance management-Won Best company in Customer Experience for the different Group companies in the 2017, 2019 and 2020 Think Business Insurance Awards -Led the most engaged team at Apollo Group as per the results of the 2018 Employee Engagement survey-Led the CX team to generate revenues of more than Shs. 100 million as at end of 2021 through cross selling, up selling and leads engagement through the contact center-Development and launch of the motor web app for retail clients to purchase motor insurance online and get certificates without having to visit our offices. We made more than Shs. 2M of motor sales within the first 3 months after launching-Led the innovation team to develop a USSD solution for the Asset company to simplify client sign up, ease the top up and withdrawal process thereby improving the customer experience and increasing the Assets under management -Led development of the Travel portal which generated an average of Shs. 10 million in retail sales year on year from 2018, helping in achievement of the Travel insurance targets set-Led a team of 40 individuals who were at the forefront of driving culture change initiatives at APA Insurance. The teams ran different initiatives to help address identified culture gaps in a way that was sustainable and that would involve all staff in curating the ideal culture for the Group Show less
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Group Head of Customer Experience
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Jul 2015 - Sep 2019
I worked with the Group companies i.e. APA Insurance, APA Life and Apollo Asset Management to continually improve on the processes, technologies, products and people skills in order to deliver exceptional service to all our clients and partners at every touch point. -I held the role of Project Manager for 6 months, for the set up and initial implementation of the APA Digital Strategy implementation in liaison with McKinsey -I was in charge of the Innovation Group which was made up of staff from different departments working together to develop and implement solutions for the Group Companies. The solutions developed targeted initiatives to increase revenue and/or saving costs but with the key focus being adding value to the customers. Show less
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ICEA LION Group
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Kenya
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Insurance
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700 & Above Employee
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Head of Customer Service
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Nov 2013 - Jul 2015
Drive the customer service strategies and manage customer experiences. Work with various teams to ensure seamless delivery of service to our clients and delivery beyond their expectations. Drive the customer service strategies and manage customer experiences. Work with various teams to ensure seamless delivery of service to our clients and delivery beyond their expectations.
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Liberty Insurance Holdings, Inc.
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United States
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Insurance
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Service Quality team leader
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Nov 2009 - Nov 2013
Handle and implement all activities that will lead to improved service delivery to our clients, from handling complaints to service recovery, cross selling and personalized service. Handle and implement all activities that will lead to improved service delivery to our clients, from handling complaints to service recovery, cross selling and personalized service.
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Customer Service officer
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Jan 2009 - Aug 2009
Managed the member groups we had, responded to queries, came up with and implemented strategies to deliver more value to the members. I was also involved in planning quarterly investment advise sessions that will bring together members of the society who were interested in knowing the investment opportunities to take advantage of. Managed the member groups we had, responded to queries, came up with and implemented strategies to deliver more value to the members. I was also involved in planning quarterly investment advise sessions that will bring together members of the society who were interested in knowing the investment opportunities to take advantage of.
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Data analyst
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Aug 2008 - Dec 2008
Helped in the planning stage to set up a credit reference bureau and source for clients for the same. Helped in the planning stage to set up a credit reference bureau and source for clients for the same.
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Education
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2019 - 2020
African Leadership Group
Xcelerated Leader, Organizational Leadership -
2016 - 2018
ACII
Diploma In Insurance, Insurance -
2011 - 2013
Daystar University
Master of Business Administration (MBA), MBA, Strategic Management -
2008 - 2009
Kenya Institute of Management
Project Management, Project Management -
2005 - 2008
JKUAT
Bachelor of Science (BSc), Actuarial Science
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