Looking for a job

Clinton Odhiambo

@clintonodhiambo1

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I resolve high-volume customer issues and improve retention across digital support channels.

Kenya

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What I'm looking for

I'm looking for a customer support or customer experience role where I can resolve customer issues, manage escalations, improve retention and contribute to high-quality digital support in a remote-friendly environment.

At Copia, I handled customer enquiries, complaints, product guidance, refunds and escalations across social media channels. I achieved 90%+ first-contact resolution and developed special-care approaches that contributed to a 15% improvement in retention.

Previously at Techno Brain Group – Zuku Fiber, I resolved 95% of customer issues on first contact while meeting service-level targets. My service-recovery and retention approaches reduced cancellations by 12% and helped increase customer satisfaction scores by 20%.

I bring more than five years of customer support, retention, sales and digital engagement experience, supported by Freshdesk, Odoo ERP, CRM platforms, Microsoft Office and Google Workspace. I’m comfortable managing high-volume workflows, monitoring SLA escalations, documenting interactions and keeping customers informed at every step.

Experience

Work history, roles, and key accomplishments

Social Media Customer Service Representative

Copia

Apr 2023 - Oct 2025 (2 years 6 months)

Handled customer enquiries, complaints, and product guidance across social media channels, achieving 90%+ first-contact resolution and contributing to a 15% improvement in retention. Monitored SLA escalations and prepared daily support reports.

Freshdesk Odoo ERP CRM Social Media Customer Service Escalation Management SLA Monitoring Reporting

Freelance Transcription & Online Researcher

Various Clients

Aug 2018 - Jun 2019 (10 months)

Delivered 99% transcription accuracy across conferences, interviews, and proceedings while managing multiple client projects. Conducted online market and competitor research to support client decision-making.

Transcription Research Confidentiality Attention To Detail Project Management

Customer Service & Retention Representative

Techno Brain Group – Zuku Fiber

Nov 2017 - Aug 2018 (9 months)

Resolved 95% of customer issues on first contact while meeting service-level targets. Reduced cancellations by 12% through structured service-recovery and retention approaches.

Customer Service Retention Service Recovery CRM High Volume Support

Sales Executive

StarTimes Media Kenya

Jan 2014 - Dec 2015 (1 year 11 months)

Provided product demonstrations, customer education, and after-sales support. Achieved 120% of monthly sales targets through direct customer engagement and upselling.

Sales Customer Education Upselling Product Demonstrations

Tele-Sales Representative

Horizon Contact Center

Jan 2014 - Dec 2014 (11 months)

Managed outbound customer interactions, follow-ups, and targeted communication. Collected customer and competitor feedback to improve communication approaches and scripts.

Telemarketing Outbound Sales Customer Feedback Communication Skills

Sales Assistant

BigMozz Electric & Appliance Retail

Jan 2013 - Dec 2014 (1 year 11 months)

Delivered customer service, product education, and post-sale technical assistance. Supported customers with product selection and after-sales enquiries.

Customer Service Product Education Technical assistance Retail Sales

Sales Representative

Tascan Company

Jan 2012 - Dec 2013 (1 year 11 months)

Built customer relationships and expanded the client base by 25% through prospecting and follow-up. Provided management with market feedback to support product and pricing decisions.

Sales Prospecting Customer Relationship Management Market Feedback Collection