Nancy Odanga

Customer service professional with 6 years of experience working in call centers and financial sales. Consistent positive interactions with customers and time management skills. Proven ability to provide excellent customer service in busy environments. Ability to adapt to customers' needs and match them with the right solutions.

Customer Service Officer

Kimisitu Sacco Society Ltd (Dec 2020-April 2023)

Duties:

• Handle and resolve customer issues promptly and effectively and ensure resolution within SLA.
• Daily, and weekly reporting on different queues status and follow-up on overdue tickets. 
• Manage incoming calls, emails, and social media inquiries effectively.
• Resolve customer complaints by offering solutions.
• Enforcement of the escalations and call-back process for better customer experience.
• Increase customer satisfaction through the efficiency of the call center in responding to customer queries on all Sacco communication channels in a timely and conclusive matter.
• Successful handling of customer queries while achieving First Call Resolution.

Project: Multichoice Kenya (Telesales, Retention, and Social media) (June 2018-Dec 2020)

Duties:

• Ensuring quality control of the company’s relevant conversations and responses on social media.
• Analyzed call statistics and other data to determine the level of customer service performance achieved by the team and provide them with the resources needed to reach their goals.
• Driving team KPIs and maintaining Service Level Agreements.
• Resolving escalated customer complaints or disputes.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.

Project: Dlight Solar (Outbound and Delinquency) (May 2018)

Duties:

• Training call center representatives on customer service, sales, and customer retention skills to deliver a high standard of customer service.
• Call evaluation and performing agent coaching sessions to ensure call quality standards are met.
• Conducting calibration sessions on call quality to highlight the areas of improvement for the customer service representatives.
•  Submit regular reports to management and seek new ideas and strategies to improve quality performance at the center.
• Performing any other job duties as assigned by the management.

Dlight Solar (Outbound and Inbound) (February 2017- April 2018)

Duties:

• Making outbound calls to customers and registering customer accounts on the company portal.
• Receiving inbound calls/queries from customers, offering customer solutions, and troubleshooting.
• Give accurate product and service information to current and potential clients.
• Handling escalated open cases and ensuring that they close in a timely manner.
• Responding to all emails addressed to the customer care center.
• Identify and assess customers’ needs to achieve satisfaction.
• Providing excellent customer service to the clients.
• Meet Quality Assurance Requirements and other key performance metrics.

2018 - Diploma in Business Management 

Kenya Institute of Management, Nairobi Branch

2013 – Bachelor’s Degree in Economics and Finance

Kenyatta University