Open to opportunities

Warren Oduor

@warrenoduor

Customer-focused Customer Support Specialist with 4+ years resolving high-volume tickets, calls, and emails while meeting SLA and KPI targets.

Kenya

Message

What I'm looking for

I’m looking for remote or on-site customer support roles where I can resolve high-volume tickets and customer issues, troubleshoot confidently, and improve service with KPI/SLA focus—available for evening/night shifts.

I’m a Customer Support Specialist with 4+ years handling high-volume inbound calls, emails, and tickets in fast-paced environments. I resolve customer issues using call-handling techniques, troubleshooting procedures, and clear communication.

In my current role at Poa! Internet, I manage cases end-to-end—resolving independently or escalating complex incidents via Jira (Atlassian). I track, document, and update customer cases accurately within CRM and ticketing tools, ensuring adherence to SLAs and KPI targets.

I also drive service improvements by gathering market intelligence and customer insights from frontline interactions. Through training and onboarding (shadowing and formal sessions), I help new team members adopt best practices and maintain consistent service quality.

Earlier, I delivered fast, friendly, and accurate service at KFC and supported order accuracy and customer satisfaction as a Delivery Agent at Hotpoint Appliances. I’m especially proud of improving customer outcomes, including achieving a 10% increase in customer satisfaction through proactive follow-ups.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Poa! Internet

Jan 2023 - Present (3 years 4 months)

Resolved high-volume inbound customer support requests across phone, email, and ticketing systems while meeting SLA and KPI targets. Improved customer satisfaction by 10% through proactive follow-ups and clear communication, and escalated complex technical issues via Jira.

SLA Management Inbound Support Technical Troubleshooting KPIs Customer Satisfaction

Customer Service Team Member

Kentucky Fried Chicken (KFC)

Jan 2022 - Jan 2023 (1 year)

Delivered fast, friendly, and accurate customer service in a high-pressure environment, promptly resolving inquiries and complaints to protect service quality. Maintained strong communication while multitasking during peak hours and supported team operations and new initiatives.

Customer Service Complaint Handling Multitasking Customer Support Team Operations

Delivery Agent

Hotpoint Appliances

Jan 2021 - Jan 2022 (1 year)

Delivered products safely and on schedule while ensuring order accuracy through verification and handling customer inquiries during delivery. Tracked and analyzed KPIs to assess customer engagement and satisfaction and managed payment confirmations and case-related information.

Delivery Coordination Order Accuracy Verification Payment Confirmation Support Customer Satisfaction KPI Tracking

Education

Degrees, certifications, and relevant coursework

Egerton University

Bachelor of Science, Procurement & Supply Chain Management

2017 - 2021

Grade: Second Class Upper Division (66%)

Earned a Bachelor of Science in Procurement & Supply Chain Management at Egerton University from 2017 to 2021. Graduated with a Second Class Upper Division (66%) GPA.