Jael Olwande Odido

JAEL OLWANDE ODIDO Phone: - | Email:-| Address: Dubai, UAE LinkedIn: https://www.linkedin.com/in/jael-odido-1b84b5b9/ PROFESSIONAL SUMMARY Driven customer experience and sales professional with over 4 years of experience delivering high-impact support and revenue growth across in-person and remote environments. Improved customer satisfaction through process optimization and data-driven engagement. Enhanced upselling effectiveness, streamlined loan turnaround processes, and strengthened client retention by developing tailored customer strategies. Managed cross-functional communication using tools like Salesforce, Zendesk, and SAP, and supported virtual onboarding and CRM reporting across multiple regions. Enhanced team productivity through development of training materials and client journey resources. Looking to transfer these skills into a remote sales or customer experience role that values operational efficiency and client-centric solutions. SKILLS Customer Service, Sales Strategy, Client Retention, Loan Processing, Inventory Control, Financial Reporting, CRM Management, Process Improvement, Cross-Selling, Upselling Techniques, Call Handling, Workflow Design, Virtual Collaboration, Complaint Resolution, Corporate Outreach, Service Delivery, Training Development, Onboarding Support, Technical Support, Software Support, Support Ticketing, Issue Resolution, Troubleshooting Techniques, User Assistance, Support Documentation. EXPERIENCES Sales & Customer Experience Officer Lulu International Group | Dubai, UAE | June 2024 – Present Roles And Responsibilities: ●​ ●​ ●​ ●​ ●​ ●​ Increased warranty purchases by delivering targeted product presentations that aligned with customer needs and Practice Management Software functionality. Resolved high volumes of customer queries during first contact, demonstrating strong Issue Resolution, Customer Empathy, and Written Communication skills with a clear, jargon-free writing style. Reduced stock discrepancies by leveraging SAP systems to streamline inventory tracking and apply Process Optimization strategies. Provided actionable Customer Feedback insights to management, informing restocking decisions and supporting Continuous Improvement initiatives. Collaborated with remote teams via Slack and Salesforce to coordinate daily Support Task Execution, ensuring Consistency across departments and coverage during UK Business Hours. Enhanced satisfaction by managing full service delivery, applying Verbal Communication skills and Tone Matching to assist with personalized User Assistance. Customer Service Officer Mogo Auto Limited – Eleving Group | Nairobi, Kenya | February 2021 – August 2023 Roles And Responsibilities: ●​ ●​ ●​ ●​ Accelerated loan processing by redesigning internal workflows, incorporating Problem Solving and Initiative Taking to improve turnaround. Improved client conversion by delivering tailored product briefings aligned with Software Support capabilities and user onboarding needs. Expanded client base through strategic outreach and collaboration on Third-Party Integrations for enhanced service offerings. Developed a detailed onboarding handbook and FAQ-style Support Documentation, streamlining training and Support Task Execution for new hires. ●​ ●​ Handled remote customer service operations using Support Ticketing systems like Zendesk and Zoom to maintain service levels and provide Technical Support during off-hours and Weekend Coverage. Refined communication scripts based on Customer Feedback, integrating Oxford Comma consistency and Tone Matching for clarity. Sales Loan Officer Mogo Auto Limited – Eleving Group | Nairobi, Kenya | June 2020 – January 2021 Roles And Responsibilities: ●​ ●​ ●​ ●​ ●​ Increased loan conversions by customizing product explanations to align with User Assistance best practices and Customer Empathy. Reduced application errors by implementing document checklists, supporting team efficiency and reducing Support Ticketing frequency. Strengthened partnerships through account management and Third-Party Integrations. Conducted virtual consultations via WhatsApp and Zoom, ensuring responsive Technical Support and compliance with Daylight Work Hours expectations. Authored clear loan process handbooks using Jargon-Free Writing, improving onboarding and reducing training time. OTHER EXPERIENCES ❖​ Finance Assistant | Afya Sacco Society Limited | Nairobi, Kenya | Nov 2019 – May 2020 ❖​ Switchboard Operator | Tile and Carpet | Nairobi, Kenya | Oct 2018 – Oct 2019 EDUCATION ❖​ Bachelor of Commerce , Finance & HR | Strathmore University TRAININGS & CERTIFICATIONS ❖​ USIU-Africa Ethics Course & X- Culture Global Collaboration ❖​ Coursera Data Analytics ❖​ LinkedIn Learning Customer Journey Mapping ❖​ Alison Customer Experience Specialist (Currently learning TOOLS Salesforce, Zendesk, SAP Systems, Slack, Zoom Meetings, Asana, HubSpot, Power BI, Google Sheets, Google Docs. LANGUAGES ❖​ English – Fluent ❖​ Swahili – Native REFEREES Available upon request.