Dorothy Odhiambo

DOROTHY ODHIAMBO Kisumu, Kenya PROFESSIONAL SUMMARY Customer service expert and virtual assistant with 7 years of experience providing professional, reliable, and results-driven remote support. Skilled in handling phone, email, and chat communications while maintaining a calm, friendly, and solution-oriented approach. Passionate about building client relationships, driving customer satisfaction, and promoting sales through excellent service. Strong multitasker with proven ability to manage calendars, appointments, and CRM systems efficiently in fast-paced remote environments. KEY SKILLS Customer Service & Virtual Reception Support Sales & Upselling Techniques CRM Systems (HubSpot, Zoho, Salesforce) Appointment Scheduling & Calendar Management Email, Chat, and Phone Support Problem Solving & Conflict Resolution Google Workspace & Microsoft Office Suite Strong Written and Verbal Communication Time Management & Organization Professionalism and Client Relationship Building WORK EXPERIENCE Virtual Assistant & Customer Service Representative | Freelance | 2023 – Present Serve as the first point of contact for clients via phone, email, and chat. Manage scheduling, appointments, and client follow-ups using Google Calendar and CRMs. Provide exceptional customer support by addressing inquiries and escalating complex issues as needed. Maintain client databases and ensure timely, professional communication. Promote service upgrades and additional offers to enhance client satisfaction. Front Desk Agent / Operations Support | Acacia Premier Hotel, Kisumu | 2018 – 2022 Delivered high-quality front desk and customer service support to guests. Handled reservations, room bookings, and coordinated with multiple departments. Promoted hotel services, resulting in increased customer satisfaction and repeat bookings. Provided conflict resolution with professionalism and empathy. Office Administrator | Inuka Africa Microfinance, Iten | Jul 2017 – Oct 2017 Managed office communication, scheduling, and client documentation. Supported clients with loan inquiries and ensured timely information flow. Handled high-volume calls and email correspondence while maintaining accuracy. EDUCATION MBA – Strategic Management | University of Nairobi | 2021 – 2024 BSc. Hotel & Hospitality Management | University of Eldoret | 2014 – 2017 High School Certificate | St. Mary’s Mumias | 2009 – 2012 LANGUAGES English (Fluent) Kiswahili (Fluent) French (Intermediate) TECHNICAL SETUP Reliable high-speed internet connection Personal laptop with webcam and productivity tools Proficient in CRM and remote communication platforms