Kenneth Odoemene

Kenneth Odoemene Customer Centric | Cus tome r Experience (CX) Specialist/Lead | CRM Expert PROFESSIONAL SUMMARY Customer Support & Customer Experience (CX) Professional with 7+ years of experience delivering high-quality support across telecommunications, technology, hospitality, and service industries. Skilled in ticket management, SLA compliance, complaint resolution, and customer success strategies that improve retention and satisfaction. Experienced in remote support environments, handling high-volume inquiries via chat, email, and phone while maintaining strong customer satisfaction. Proficient in CRM tools including Zendesk, Intercom and HubSpot, with a track record of leading support teams, improving service processes, and reducing resolution times while collaborating with global teams. EXPERIENCE Customer Service Head At Aftech Innovation Company • Lead customer support operations ensuring SLA compliance and service quality standards. • Supervise support agents while monitoring KPIs and service metrics. • Manage escalations and ensure prompt issue resolution. • Achievements: Increased customer satisfaction from 85% to 95% (CSAT); reduced complaint resolution time by 40% (FCR); oversaw operations handling 60+ support tickets daily (FRT). 2 0 2 4 — Present, Lagos, Nigeria Customer Service & Retention Supervisor At DreamWorks Integrated Systems • Supervised 6 support agents handling 80+ daily inquiries across chat, email, and phone channels.. • Improved response times through optimized communication workflows. • Implemented troubleshooting procedures and escalation protocols. 2021 –2024, Lagos, Nigeria Front Office Supervisor At Esporta Suites Hotel & Resorts • Managed front desk operations and served as primary contact for guest inquiries. • Coordinated reservations, complaint resolution, and guest experience improvements. Remote Customer Support Specialist (Contract) -, Lagos, Nigeria -, Remote At Roadway Rescue • Provided remote roadside assistance support via phone and email. • Coordinated emergency service dispatch with field technicians. • Maintained accurate ticket documentation and case records. Customer Care & Sales Executive At MultiChoice (DSTV) • Assisted customers with subscriptions, account inquiries, and troubleshooting. • Delivered personalized support improving customer satisfaction. -, Lagos, Nigeria Skills • • • • • Customer Support & Customer Success Customer Experience (CX) Management & Customer Onboarding Ticket Management & SLA Compliance Complaint Resolution & Escalation Handling Customer Retention & Loyalty Programs • Microsoft Office Suites • CRM Systems (Zendesk, HubSpot, Intercom) • Communication on Live Chat, Email & Phone Support • Customer Analytics & Performance Reporting • Team Leadership & Support Staff Training • Process Improvement & Knowledge Base Documentation • Remote Collaboration (Slack, Zoom, Teams, Google Workspace) EDUCATION Bachelor of Science in Banking & Finance with a NYSC Certification Ebonyi State University, Nigeria - Ebonyi, Nigeria National Youth Service Corp – Local Government Council Abia State. Remote Work Setup Connectivity: Highspeed fiber internet with inverter/generator backup ensuring 99.9% uptime. Workspace: Dedicated, noisecontrolled home office for professional meetings and focused work. Availability: Flexible for PST, CST, EST, GMT, or WAT schedules. (2012 – 2016) (2017 – 2018)