Dezmond Oduor

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.

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.

EDUCATION.

Diploma in Architecture & Landscape Design, 

The Eldoret National Polytechnic (Credit)

09/2015 – 06/2018