Open to opportunities

alvina odhiambo

@alvinaodhiambo

Message

Dedicated customer service professional and virtual assistant.

Kenya

Message

What I'm looking for

I seek a role providing multichannel customer support or virtual assistant responsibilities in a collaborative, process-focused team where I can improve processes, mentor peers, and drive high customer satisfaction.

I am a dedicated customer service professional and virtual assistant with over five years of hands-on experience delivering exceptional client support and administrative services. I consistently manage high volumes of interactions across channels while maintaining strong accuracy and confidentiality.

My work history includes roles at Simple Life, Teleperformance Kenya, CCI Kenya, and Airtel Kenya where I drove measurable improvements: 95% satisfaction rates, 90% first-contact resolution in many roles, a 15% improvement in customer retention, and streamlined workflows that reduced task completion times by 20%.

I excel at CRM-driven support, multichannel communication, training and quality assurance, and administrative tasks such as calendar management, email handling, and research. I am a collaborative team player focused on process improvement, attention to detail, and building strong client relationships that increase repeat business.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Simple Life

Dec 2024 - Present (9 months)

Resolved 100+ customer inquiries weekly via chat and email, achieving a 95% resolution rate for billing issues and improving customer satisfaction by 20%. Leveraged CRM tools to reduce average response times by 15% and maintain 100% accurate customer records with zero data breaches.

Customer Support CRM Email Support Chat Support Record keeping Confidentiality Response Time Optimization Troubleshooting

Customer Service Representative

Teleperformance Kenya

Nov 2023 - Nov 2024 (1 year)

Handled 200+ customer interactions weekly across voice, chat, email, and social media, maintaining a 95% satisfaction rate and achieving a 90% first-contact resolution rate while reducing escalations by 25%. Improved team efficiency by 15% and reduced average handling time by 10%.

Multichannel Support Chat Support Social Media Support First Contact Resolutions Troubleshooting Escalation Management Efficiency Improvement

Call Center Agent

CCI Kenya

Jan 2023 - Jul 2023 (6 months)

Responded to 100+ inbound and outbound calls weekly, resolving 90% of concerns on first contact and improving customer satisfaction scores by 15%. Drove a 10% increase in monthly sales revenue through upselling.

Outbound Calling Upselling Customer Satisfaction Product Knowledge

Customer Care Executive

Airtel Kenya

Jan 2020 - Dec 2022 (2 years 11 months)

Contacted 200+ customers weekly for line updates and renewals, achieving a 95% renewal rate and improving retention by 15%. Trained and audited 20+ KYC agents to ensure 100% adherence to quality and compliance standards.

Customer Engagement Renewals KYC Quality Assurance & Compliance Retention