Dezmond Oduor

Dezmond

Customer Service / Support

Ofafa, Nairobi Area

Services offered

Detail-oriented and bilingual customer service professional with over 3 years of experience handling customer inquiries, managing orders, and resolving issues in fast-paced call center and retail settings. Fluent in English and Swahili, I have a proven track record of transforming unhappy customers into loyal brand supporters. I am skilled in CRM systems, sharing product knowledge, resolving conflicts, and coordinating in real-time with logistics and sales teams. I aim to leverage my focus on clients and operational knowledge in a customer-focused role within a growing company.

Customer service

Call center

Retail

Approximate rate: USD$ 4 per hour

Experience

PROFESSIONAL EXPERIENCE.

Customer Care Agent – Grubhub

CCI Kenya, Garden City Mall, Nairobi

12/2023 – 02/2025

Created scripts and templates to make product pitches and upselling easier. I made sure every customer felt welcomed and informed.
Coordinated consultation schedules and follow-ups using Zendesk CRM and Salesforce. I tracked over 300 active client profiles each month with no drop-offs.
Provided correct product information, including specifications, prices, and availability, for over 800 customers in the merchant’s menu category.
Provided follow-up support after client retention. Managed client onboarding processes and provided walkthroughs of features using Microsoft Teams and Google Meet.
Delivered quick, professional support through email, live chat, and phone platforms.
Assisted with order placements, confirmations, tracking, and handling equipment returns. Achieved a customer satisfaction rate of over 95%.
Used CRM software to log problems, monitor resolution timelines, and tag follow-ups.
Took part in weekly virtual team meetings to improve how we handle client complaints.

Station Attendant.

Progas Kenya, Nairobi

06/2021 – 09/2023

Responded to questions in person and through calls or WhatsApp, showing empathy, professionalism, and urgency during escalated issues.
Managed the front desk area to keep a tidy and professional reception environment. I also took care of office tasks like documentation, filing, and supply management.
Managed interview schedules, internal appointments, and external meetings. Streamlined coordination among departments.
Monitored front office systems, raised client issues when needed, and made improvements that reduced response time by 20%.
Used ERP tools to log interactions, manage inventory checks, and quickly report logistics delays.