Dezmond Oduor

I’m a proactive customer support professional with over two years of experience serving customers in rapidly changing, technologically innovative environments. I’m known for solving problems in stressful situations, building processes from the beginning, and acting as the first point of contact for customers and teams across functions.

I enjoy startup-style environments where taking responsibility, working fast, and staying customer-focused help drive results. I’m prepared to take full charge of onboarding, retention optimization, and supporting growth by implementing data-driven, tech-savvy support solutions.

In my recent role, I delivered frontline support via live chat, email, and phone while consistently maintaining a 90%+ customer satisfaction rating. I identified repetitive issues and created self-service resources (FAQs, response templates) that reduced inbound volume by 25%, and I participated in testing chatbot workflows and knowledge base rollout for Tier 1 support queries.

I also focus on measurable retention outcomes: I trained new customers on platform features and best practices, cutting time-to-first-value by over 30%, and I collaborated with operations teams to reduce churn by 15% over 6 months. From upsell recommendations to escalating product requests that influenced feature updates, I bring an improvement mindset, strong communication, and the technical confidence to support DNS/domain basics when needed.