Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Alison Courses
Timeline
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STEVE ODHIAMBO

STEVE ODHIAMBO

Customer Service Support
NAIROBI

Summary

My vast experience in customer service and support has given me the pre-requisite tools,skills and experience to navigate through any professional environment that requires top-level customer handling and retention especially online and remotely.

I have a proven track record of exceptional problem-solving and communication skills necessary for a customer focused and oriented type of environment . I am self-motivated, resoundingly dedicated to service delivery and possess a high professional work -ethic.

Overview

13
13
years of professional experience
6
6
years of post-secondary education
1
1
Language

Work History

Customer Service Manager

Startimes Kenya Co. Ltd
Nairobi
02.2022 - Current
  • Under the operations manager, the positions entails the review of all customer service process within the organization and recommend measures to improve or adjust to the prevailing market environment.
  • To integrate all company departments with the customers service department in order ensure quality and satisfactory fulfillment of customer needs at all levels of the company.

Customer Service Supervisor

Startimes Media K. Co. Ltd
Nairobi
07.2017 - 02.2021


  • Constantly review the customer care delivery techniques employed by the customer service component of the company and recommended new ways of delivering better service methods. This includes carrying out surveys and research activities and research on better methods of to ensure that they meet the
  • Monitored metrics and developed actionable insights to improve efficiency and performance of the customers delivery across all customer services branches of the company.
  • Coached new employees on the day-to-day work and complex problems associated with physical customer service branch operations. This also included how to operate the the company's' digital service system that incorporates among others, payment processing and technical trouble shooting procedures.

Customer Service Representative

Startimes Media Kenya Company ltd.
NAIROBI
03.2013 - 10.2017
  • Communicate all customer-related information with regard to products and services offered by the company. These include pricing, after-sale services, discounts, offers and terms and conditions attached to promotions and contracts between the company and our clients.
  • Offer solutions to customer issues,complaints, and cases as per the company policies and procedures then follow up to ensure resolution.
  • Generate sales and subscriptions for the company.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Engage with customers on a one on one basis so as to build a rapport for future business for the company.
  • Worked as team member, performing cashier duties, product assistance and cleaning.
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

Call Center Operator

Startimes Media (k) co.Ltd
Nairobi
07.2010 - 02.2012
  • Disseminate all information to clients and potential customers related to the company's products and services in order to generate sales and subscriptions in the long-run.
  • Actively respond to call -in -customers' queries on product and services user challenges and find solutions through various applied manual and technical trouble shooting techniques designed by the company.
  • Review all customers' experiences, suggestions and complaints with regard to our products and services with the aim of communicating the same to the team in order to improve overall customer experience.


Education

Diploma of Higher Education - Criminology

University Of Nairobi
Nairobi, Kenya
06.2005 -

Bachelor of Science - Finance And Accounting

University Of Nairobi
Nairobi
03.2009 - 09.2012

Skills

Exceptional communication skills

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Accomplishments

  • Won the customer service employee of the year in 2017.

Languages

English
First Language

Alison Courses

I have 6 certificates associated with Alison , which is an online based certification service provider. They include courses touching on data analysis, search engine optimization and  data presentation. All these courses have assisted me in navigating and retooling my skills in my 10+ years' customer service career.

Timeline

Customer Service Manager

Startimes Kenya Co. Ltd
02.2022 - Current

Customer Service Supervisor

Startimes Media K. Co. Ltd
07.2017 - 02.2021

Customer Service Representative

Startimes Media Kenya Company ltd.
03.2013 - 10.2017

Call Center Operator

Startimes Media (k) co.Ltd
07.2010 - 02.2012

Bachelor of Science - Finance And Accounting

University Of Nairobi
03.2009 - 09.2012

Diploma of Higher Education - Criminology

University Of Nairobi
06.2005 -

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STEVE ODHIAMBOCustomer Service Support