Sharon Ochieng

Skilled in training and capacity building as well as research. I am a highly motivated person with a devoted passion to work independently and as a team towards the achievement of both personal, team and organizational goals. I have a leadership ability to coordinate and control team activities and above all cherish humanity in all aspects of life

Customer Service Representative - SBC Kenya Ltd

(2025-12)

• Responded promptly and professionally to customer inquiries via phone, email, and chat
• Resolved customer complaints by identifying issues and providing effective solutions
• Maintained accurate records of customer interactions using CRM systems
• Provided clear information on products, services, and company policies
• Escalated complex issues appropriately to ensure timely resolution
• Consistently met performance targets for customer satisfaction, response time, and quality
• Applied psychology principles to understand customer behavior, emotions, and needs
• Used active listening and empathy to de-escalate complaints and resolve issues effectively
• Communicated clearly and calmly with customers from diverse backgrounds
• Identified underlying concerns and provided appropriate, customer-centered solutions
• Maintained accurate records of customer interactions and feedback
• Built strong customer relationships that enhanced satisfaction and loyalty

Addiction Counselor - NACADA (Miritini Treatment and Rehabilitation Centre)

(2023-03 - 2024-03)

• Provide quality, client focused, recovery based and culturally appropriate assessment, treatment, case management, crisis intervention, education and referral services for clients
• Screening for signs of trauma, abuse, or violence that may contribute to or exacerbate addiction
• Assisting clients in immediate crisis situations, such as helping them find safe shelters or escape abusive environments
• Working closely with GBV counselors, medical professionals, law enforcement, and social workers to provide holistic care
• Develop and implement treatment plans and provide a range of interventions which offer least intrusive and most appropriate services to clients
• Conducting family therapies to educate families about addiction and recovery and provide them with resources that will help them support their loved ones in their recovery journey
• Perform assessment, case management, and counseling services for individuals facing substance abuse issues
• Participate in clients' induction and admission
• Conducting group sessions and psycho-education facilitation
• Discharge and aftercare planning activities

Psychological Counselor - Master Empowerment Centre (Mwiki Primary School)

(2021-02 - 2022-12)

• Listen to students' concerns about academic, emotional or social problems as well as conflict mediation between students and teachers
• Provided encouragement and practical assistance to youths struggling with substance use disorder
• Helped students with issues such as low self-esteem, poor academic performance and relationship troubles. In addition, I also evaluated students' abilities, interest and personalities to help them develop realistic academic and career goals
• Developed a crisis intervention plan that ensured the school was prepared to respond effectively to emergencies
• Implemented peer mentoring program that reduced bullying incidents by 25%
• Mobilized the community, children, parents, neighbors, professionals and other individuals that have regular contact with the student to take group action in ensuring that a particular student is monitored and feedback brought to office
• Engage family to discover family dynamics, family strengths and challenges and identify family needs to prevent further department involvement and intervention
• Analyze information obtained from interviews, criminal history, department history, mental health and substance abuse history to determine child safety and future risks

Bachelor of Arts - Psychology and Gender - Kenyatta University (2015 - 2019)

Kenya Certificate of Secondary Education - Ulanda Girls High school (2011 - 2014)

Kenya Certificate of Primary Education