FIONA ODERO
Nairobi, Kenya | --| LinkedIn: linkedin.com/in/fionaodero/
PROFESSIONAL SUMMARY
Dedicated and results-oriented Client Success Expert with a year of experience in client management and digital
document management delivering exceptional customer support and helping businesses retain loyal customers.
Adept at managing high-volume inquiries, scheduling and coordinating intake appointments, resolving complex
issues efficiently, and maintaining a high standard of professionalism. Highly skilled in utilizing CRM and
DMS softwares and implementing customer service best practices. Recognized for strong communication skills,
detail oriented, a proactive approach to problem-solving, and a passion for continuous learning and
development.
SKILLS
Email Correspondence
Programs Coordination
TECHNICAL SKILLS
Software Proficiency
Basic Data Analysis
WORK EXPERIENCE
Customer Service Representative
CCI Kenya – Nairobi, Kenya
Effective Communication
Adaptability and Problem Solving
Google Suite
Time Management
Team Collaboration
Microsoft Office Suite
March 2023 - Present
● Manage and effectively respond to high volume email requests, chat, providing technical support and
enrolling new customers to ensure high satisfaction and continued engagement with our services.
● Maintain and improve detailed records of customer interactions and feedback, using this data to draft
comprehensive reports on account activity, sales, and performance metrics that aid strategic
decision-making for stakeholders.
● Process customer orders and update them with tracking information.
● Resolve complex customer complaints by delivering tailored solutions.
● Respond to a wide range of customer requests via email, clarifying policy details and
pricing information to foster transparency and trust.
● Regularly check and manage the organization's email inbox, ensuring timely and professional responses
to client inquiries, internal communications, and external requests.
● Collaborate with cross-functional teams to streamline customer service processes, resulting in a 20%
increase in efficiency.
● Draft, review and distribute correspondence both internally and amongst various external stakeholders
Key Achievements
● Reduced customer resolution time by 40%. Implemented new customer service protocols and tools
leading to a 40% decrease in average resolution time and significantly improving customer satisfaction
scores.
● Increased customer retention rate by 25%. Developed and executed customer engagement strategies that
increased the customer retention rate by 25% , contributing to a long term revenue and customer loyalty.
Addiction Counselor
Kimo Wellness Foundation – Thika, Kenya
February 2022 - February 2023
● Conducted substance abuse evaluations and general assessments for over 10 patients daily, identifying
key issues and setting benchmarks for treatment effectiveness.
● Developed tailored treatment plans based on individual patient needs and goals, ensuring personalized
care that addressed unique recovery pathways.
● Provided consistent, unbiased emotional support to individuals throughout their treatment plans,
fostering an environment of trust and encouragement.
● Diagnosed and treated co-occurring mental health conditions, employing integrative approaches to
address both addiction and underlying psychological factors.
● Administered regular blood and alcohol tests to monitor patient progress and adjust treatment plans as
necessary to optimize recovery outcomes.
● Conducted diverse therapy sessions, including individual, couples, and family therapy, to address the
root causes of addiction and promote holistic healing and family involvement.
EDUCATION
Moi University - Eldoret, Kenya
BSc, Counseling Psychology
Kenya Institute of Management - Nairobi, Kenya
BA, Customer Service Management
ALX Academy
AI Career Essentials
ALX Academy
Virtual Assistant
September 2015 - December 2019
January 2021 - January 2022
March 2024 - May 2024
July 2024 - September 2024
