joris odanga
@jorisodanga
Customer Service Specialist with CRM mastery, troubleshooting, and KPI-driven coaching.
KenyaWhat I'm looking for
I’m a customer-focused Customer Service Specialist with 3+ years of experience in inbound and out bound call center operations. I bring proven expertise in trouble shooting network and service-related issues, CRM management, and customer retention.
I’m skilled in handling claims processing and order fulfilment while maintaining accurate customer records using CRM tools. Recognized as a Top Agent in Customer Satisfaction, I also served as an Auxiliary Subject Matter Expert (SME), coaching and mentoring agents to meet KPIs—and stepping in as Team Lead in the absence of the Team Manager.
I combine technical and analytical ability, leveraging Microsoft Excel and data analytics for performance tracking and KPI analysis. I also support sales and customer engagement through outbound calling and marketing campaign education, while maintaining strict compliance and data security with sensitive customer information.
Experience
Work history, roles, and key accomplishments
Telesales Customer Service
Jumia
Jan 2025 - Present (1 year 5 months)
Provided real-time customer support by troubleshooting app issues and guiding customers through the Jumia website to complete orders. Drove sales through warm calling and maintained accurate customer records in CRM tools while tracking feedback and delivery concerns.
Handled inbound customer calls to troubleshoot network and service-related issues and maintain accurate CRM records for new and existing customers. Processed orders and claims, provided secure support for sensitive customer information, and coached agents to meet KPIs while acting as Team Lead in the Team Manager’s absence.
Education
Degrees, certifications, and relevant coursework
Kenya School of TVET
Diploma in Technical Trainer Education (Mass Media & Communication), Technical Trainer Education (TVET)
2024 - 2025
Completed a Diploma in Technical Trainer Education (Mass Media & Communication) at Kenya School of TVET.
Karatina University
Bachelor of Communication and Public Relations, Communication and Public Relations
2018 - 2022
Earned a Bachelor of Communication and Public Relations at Karatina University.
Sigalame High School
Kenya Certificate of Secondary Education, Secondary Education
2014 - 2017
Completed the Kenya Certificate of Secondary Education (KCSE) at Sigalame High School.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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