samuel oduor

Highly motivated and customer-focused professional with over 4 years of experience in providing excellent customer support in fast-paced and demanding environments. Possess a strong technical background, combined with exceptional interpersonal and communication skills. Proven track record of delivering exceptional customer experiences, resolving complex customer issues, and improving customer satisfaction scores. Committed to delivering outstanding customer service, and consistently exceeding performance targets

Customer Service Representative Call tronix Inbound Agent (Multichoice Kenya) Nairobi, Nairobi - May 2021 to Present ● Provided customer support via phone, email, and live chat ● Assisted customers with inquiries, complaints, and technical issues ● Maintained accurate records of customer interactions and transactions ● Assisted in the development of training materials and procedures for new employees ● Achieved high customer satisfaction ratings Customer Service Representative Horizon call center (Multichoice Kenya) outbound(Telesales) Nairobi, Nairobi - Aug 2020 - May 2021 ● Conducted outbound calls to potential customers and existing clients to generate sales leads ● Maintained an updated database of clients and prospective customers ● Achieved and exceeded monthly sales targets ● Resolved customer complaints and concerns promptly and effectively ● Assisted in the development of sales strategies and marketing campaigns ● Trained new telesales representatives on company policies and procedures Achievements: ● Consistently ranked in the top 5% of telesales representatives for achieving and exceeding sales targets ● Developed and implemented a new sales strategy that increased monthly revenue by 40%. ● Received numerous positive customer feedback and reviews for providing exceptional service and building strong customer relationships. ● Successfully converted a difficult customer complaint into a sale, resulting in a revenue increase. Customer Service Representative Horizon call center (Multichoice Kenya) inbound Nairobi, Nairobi - November 2019 - Aug 2020 ● Offered advice and assistance to customers, paying attention to special needs or wants. ● Exceeded team goals and collaborated with staff members to implement customer service initiatives. ● Followed up through with client requests to resolve problems. ● Responded to customer requests for products, services and company information. ∙ Responded to customer inquiries via phone, email ● Resolved product or service problems by clarifying customer's complaint, determining the cause of the problem and selecting the best solution to solve the problem. ● Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards. ● Maintained call center database by entering information, kept equipment operations by following procedures ● Educated customers on product, services to ensure overall better communication ∙ Frequently attended educational trainings on products to improve knowledge and performance level Achievements: ● Improved customer satisfaction scores by 20% through effective problem resolution and communication skills ● Consistently exceeded performance targets, resulting in recognition as a top-performing customer support representative ● Successfully resolved over 200 complex customer issues, demonstrating a commitment to customer satisfaction ● Trained and mentored new customer support representatives, contributing to team success

Education ▪ November 2013 - July 2016:Kisumu National polytechnic -Diploma supply chain management ▪ January 2009 – November 2012:Sigalame High school Kenya certificate of secondary Education