Open to opportunities

tobias odhiambo

@tobiasodhiambo1

Message

I deliver high-volume customer support, sales, and operational leadership.

Kenya

Message

What I'm looking for

I'm looking for an opportunity where I can deliver excellent customer experiences, exceed service and sales KPIs, lead teams, and apply my operational, communication, and problem-solving skills in a high-volume environment.

At MultiChoice Kenya, I support customers across chat, voice, and email for the East African market, maintaining a 96% CSAT score, 94% first-contact resolution rate, and AHT of 203 over six months.

I've been recognized as Top Agent in the center for sales and reconnections and ranked #1 across the call center for sales and customer retention targets. I handle complex complaints with empathy, ownership, and appropriate escalation.

Alongside customer experience work, I lead seven staff members as Operations Manager at Beto Delicacies, overseeing hiring, training, pricing, payroll, revenue growth, and guest issue resolution. I helped transition a small snack delivery service into a full-scale hotel operation through strategic planning and customer focus.

My background also includes data work at CloudFactory and Sama Source, customer account support at Beto Investment, and computer repair, structured cabling, and networking. I'm fluent in French, English, and Kiswahili.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Beto Delicacies

Jan 2024 - Present (2 years 7 months)

Leading a team of 7 staff, overseeing hiring, training, and daily motivation. Managing the hotel's vision, pricing strategy, and financial health, including payroll and revenue growth. Handling escalated guest issues with negotiation and problem-solving skills.

Leadership Team Management Operations Management Financial Management Pricing Strategy Payroll Revenue Growth Guest Experience Negotiation Problem Solving

Current

Customer Experience Specialist

Current

Multichoice Kenya

Jan 2023 - Present (3 years 7 months)

Managed high-volume inbound/outbound calls and live chats for the East African market, maintaining a 96% CSAT score and 94% FCR rate. Handled complex complaints with empathy and acted as a brand ambassador, awarded Top Agent for sales and reconnections.

Customer Service Multichannel Support Live Chat Voice support Email Support CSAT FCR AHT Problem Solving Empathy Sales Reconnection

Agent Data Analyst

Sama Source

Jan 2021 - Aug 2023 (2 years 7 months)

Utilized strong attention to detail and self-motivation to hit strict data accuracy KPIs in a fast-paced environment.

Data Analysis KPIs

Data Clerk

Cloudfactory

Jan 2019 - Jan 2021 (2 years)

Collaborated with high-performing teams to deliver data solutions while adhering to rigorous international quality standards.

Data Entry Quality Assurance Collaboration

Cyber Attendant

Jamolink Cyber

Dec 2018 - Jan 2019 (1 month)

Performed structured cabling and networking, and repaired computers.

Networking Computer Repair Structured Cabling

Intern

Beto Investment

Mar 2016 - Jan 2017 (10 months)

Handled customer interactions, opened client accounts, promoted society products and services, prepared books of accounts for auditing, and gathered market and customer information.

Customer Service Account Management Audit Market Research