Open to opportunities

Sharon Odhiambo

@sharonodhiambo

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Customer service associate with nearly 7 years of experience.

Kenya

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What I'm looking for

I am looking for a role that allows me to leverage my customer service expertise while providing opportunities for growth and team leadership.

My name is Sharon Atieno Odhiambo, and I am a dedicated customer service associate with nearly seven years of experience in various roles within the customer service industry. I have honed my skills in critical thinking, active listening, and effective communication, which have allowed me to excel in fast-paced environments. I last worked at Majorel Kenya, where I supported multiple international markets, including Germany, Switzerland, and the UK, for the Zalando campaign.

Throughout my career, I have demonstrated a strong commitment to improving customer experience and fostering positive relationships. My previous roles at CCI Kenya and KBC have equipped me with the ability to manage teams, handle inbound and outbound communications, and ensure that customer needs are met efficiently. I am passionate about leveraging my skills to contribute to a dynamic team and drive success in customer service.

Over the years, I have trained newbies during onboarding process on product knowledge and call, ticket and email etiquette. Thanks to the turn of experience gathered through the many years of excellent and exceptional service.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

Majorel Kenya

Sep 2021 - Present (3 years 10 months)

Supported German English queues for Zalando, an online fashion line, across Switzerland, Ireland, and UK markets. Managed customer service for Bolt ride-hailing and food delivery in Kenya, Ghana, Nigeria, and South Africa, including frontline safety.

Customer Service Zendesk Slack Conflict Resolution Team Collaboration Problem Solving Communication Time Management Data Entry

Customer Service Associate

CCI Kenya

Oct 2017 - Present (7 years 9 months)

Served as a Customer Service Associate and Outbound Agent for Britam, a financial institution. Handled customer inquiries and proactively reached out to clients.

Customer Service Outbound Calling Financial Services Communication Problem Solving Data Management Client Relations Sales Support CRM Software Time Management

Television News Reporter

KBC (Kenya Broadcasting Corporation)

Jan 2016 - Present (9 years 6 months)

Worked as a Television News Reporter, focusing on developing news stories and editing video and audio content. Ensured timely and accurate delivery of news items for broadcast.

News Reporting Video Editing Audio Editing Broadcasting Journalism Storytelling Media Production Communication

Supervisor

Topline Marketing

Managed a sales team, providing guidance and motivation to achieve sales targets. Implemented strategies to enhance team performance and meet organizational goals.

Sales Management Team Leadership Goal Setting Sales Strategy Motivity Communication Problem Solving Data Analysis Reporting

Customer Care Agent

Zuku (Direct Channel)

Handled both inbound and outbound customer calls, addressing inquiries and providing support. Maintained high standards of customer satisfaction.

Customer Care Inbound Outbound Calling Communication Problem Solving Data Entry Customer Retention Technical Support CRM Software Time Management

Education

Degrees, certifications, and relevant coursework

Daystar University

Bachelor of Arts, Communication

Focused on electronic media, gaining comprehensive knowledge in communication theories and practices. Developed skills in various media formats, preparing for a career in the communication industry.

Huruma Girls High School

O Levels, General Studies

Completed secondary education, focusing on core academic subjects. Developed foundational knowledge and critical thinking skills essential for further studies.