Elizabeth Akinyi

ELIZABETH ODHIAMBO CUSTOMER OPERATIONS TEAM LEADER PERSONAL PROFILE An enthusiastic individual, atentive to details, processes and most importantly to people. Seeking a position in reputable company to showcase my excellent interpersonal and communication skills. CONTACTS Nationality: Kenya Mobile: - Email:-Linkedin: linkedin.com/in/elizabeth-odhiambo STRENGTHS - Interpersonal skills - Active Listening skills - Team work - Problem solving skills - Service/Product knowledge - Time Management. - Leadership skills WORK EXPERIENCE Call Center Team Lead Sendwave International | November 2022 - May 2023 - Served as the primary point of escalation for complex requests from call center representatives - Offered guidance, support, and training to maintain superior service standards among team members. - Conducted daily team sessions and weekly one-on-ones to optimize performance, efficiency, and process updates. User Protection Service Agent Sendwave International | May 2022 - October 2022 - Monitor customer accounts for any suspicious or irregular activities to ensure early detection and resolution of any security risks. - Conduct thorough verification of customer accounts to identify and promptly address any potential security risks or red flags detected - Reported any unusual or suspicious account activity to the formal complaints department for review Level 1 - Customer Service Representative Sendwave International | November 2021 - April 2022 - Answered incoming calls or inquiries from prospective customers or clients. - Listened attentively to caller needs to ensure a positive customer experience. - Offered information on company products and services. - Kept records of customer interactions, transactions, comments, and complaints. Assistant HR (Intern) JTC Technologies | July 2021 - October 2021 CORE SKILLS - Fluent in English and Swahili - Proficient in MS Office - Literary and Journalistic Writing - Helpdesk tools, e.g zendesk - Maintain employee records - Sharing information with employees - Designing and updating existing company policies - Processing company payroll. Customer Care Executive ison Xperiences Ltd | November 2018 - February 2021 - Answer queries from customers via phone - Empower customers with self-help resources - Offered information on company products and services - Build strong relationships with new and existing customer ELIZABETH ODHIAMBO CUSTOMER OPERATIONS TEAM LEADER ACADEMIC BACKGROUND The Cooperative University of Kenya Bachelor of Commerce Major in Human Resource | 2019 - 2021 The Cooperative University of Kenya Diploma in Project Management | 2017 - 2018 REFEREES Yvonne Adjei-Mensah Team Lead, Sendwave - Dennis Kephasho Call Center Representative, Sendwave - Dennis Aminga HR, JTC Technologies - Mercy Muthoki HR Executive, Ison BPO Kenya -