CURRICULUM VITAE
LULU PETRA ODIMA
P H O N E : - ,-
E-mail-Upwork Link: https://www.upwork.com/o/profiles/users/_~017ca50b0fe33d8edc/
CAREER OBJECTIVE
Polished, professional virtual assistant and customer service rep offering:
•
•
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Proven experience providing customer support in busy call center
environments for public utility and insurance industry employers.
An unwavering commitment to customer service, with the ability to build
productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship and partnership-building skills—listen attentively, solve
problems creatively and use tact and diplomacy to achieve win-win outcomes.
PERSONAL INFORMATION
Date of Birth
05th December 1992
Gender
Female
Nationality:
Kenyan
Languages
(Spoken
written):
and
English, Kiswahili
Key skills
Customer Service "phone, email, ticket and chat support"
- Data Entry: Searching and collecting information from the web
- Admin: Virtual Assistant, pdf to Excel or word conversion
- Recruitment
-Software skills: Ms. Office ICDL (Word - Excel - PowerPoint - Outlook)
-CRM Apps like: oracle Siebel & Zendesk Communications & file hosting service app
- Skype, Google hangout, zoom & Drop box movie maker Adobe premiere pro
WORK EXPERIENCE
QUANTIFIED COMMERCE
-Worked as a customer support representative at an e commerce shop. My duties
included:
–Tracking orders via the USPS
–Checking order status
-Providing information about return policies
– Issuing refunds
-Changing orders e.g colour
CUDDLE CLONES
-Worked at CUDDLECLONES, a company that creates a handmade stuffed copy of
your loved pet so you can have the possibility to hug it whenever you want. My duties
included:
-logging into our supplier's e-commerce websites
- placing orders, including uploading photos and inputting data (shipping info, etc.)
- tracking all actions in spreadsheet
- communicating progress, issues, needs, proactively
EUREKLY
Worked at EUREKLY, an all-in-one live tutoring platform as a customer support agent
My duties included;
-Communicating with customers through various channels including email, Messenger,
Facebook, and other social channel like Instagram.
- Acknowledging and resolving customer complaints.
- Knowing Eurekly products inside and out to answer questions.
- Helping to process online lesson orders and related requests.
- Keeping records of customer interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Worked effectively in a team environment
- Ensured customer satisfaction and provided professional customer support.
- Followed communication procedures, guidelines and policies
- Took the extra mile to engage customers
LIME BIKE
Virtual assistant/customer support representative
I have worked with great success for Lime, a bike sharing company in the US via Up
work. My duties included:
-Responding to customer emails and texts via the Zendesk tool
-Receiving calls
-Issuing refunds to clients via the admin tools
- Conducting meetings for my team members using Zoom meetings
-Assessing customer accounts to find and report any fraud or hoarding cases
-Reporting damages and illegal parking to the dispatch team for retrieval.
-Engaging with customers to check for any financial irregularities.
-Reviewing customer accounts, looking for potential red flags,
- taking proper actions on the customer account
-Escalating any fraudulent cases for further action
-Reporting any Illegal or misuse of bikes
-Applying fines to customers’ accounts with fraud cases
GALIAN
-Worked at the Global Association of Linguistics and Anthropology, as a virtual
assistant.
-I did much work with educational organizations online. i.e Universities
- posting online to websites,.
-Word Press and setting up online sites.
-MS Office, and other modern software,
-Formatting texts for books and other publications.
-Developing funding opportunities for the organization
EDUCATION BACKGROUND
Year
Institution
2010
Wang
-
point
Degree/ certificate
ICDL International
center
License
Pangani Girls
Kenya
Certificate
Education
Award: A-
Personal Attributes
•
Honest and reliable
•
Positive approach to work
computer
of
Driving
secondary
•
Strong work ethics
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Conversant interpersonal skills
•
Leadership skills
•
Management skills
