Michelle Brenda Odera

MITCHELLE BRENDA ODERA CUSTOMER CARE/ADMINISTRATION mitchellebrenda@gmail. com (- P.O Box 6089 , Kisumu, 40100, Kenya EDUCATION DIPLOMA IN JOURNALISM & MEDIA STUDIES Foundation Institute of Africa 2010 CAREER PROFILE S U M M A RY A highly organized and detail oriented individual with 7 years’ experience providing through and skillful wide range of administrative duties including office management, executive support, human resources, customer service, front desk operations and account management. Dedicated, focused and able to prioritize and complete multiple tasks and follow through to achieve project goals, independent and self-motivated professional with excellent research & writing skills and able to grow positive relationships with both clients and colleagues at all organizational levels WORK EXPERIENCE CUSTOMER SERVICE JUMIA Kenya March 2022 to date,  Handling and managing customers’ orders. ASSISTANT OFFICE ADMINISTRATOR CERTIFICATE IN RADIO PRODUCTION Alphax College 2008 CERTIFICATE IN COMPUTER STUDIES Paresh Institute College 2009 KENYA CERTIFICATE OF SECONDARY EDUCATION St. Xaviers Thika 2005 Robust Ltd | Jan 2020 - Dec 2021 • Answering incoming calls in a professional manner • Managing calendars of senior team members and bosses • Following standardized company procedures relating to all aspects of Office performance • Following standardized company procedures relating to all aspects of Office performance • Maintaining suitable and sufficient office stationary to all departments • Maintaining suitable and sufficient office stationary to all departments • Establishing stationary requirements for the Office • Updating databases with confidential and relevant information • Organizing meetings and confirming attendance by email and memos where applicable • Organizing meetings and confirming attendance by email and memos where applicable CUSTOMER SERVICE & CARE REPRESENTATIVE Call Center International Ltd | Jan 2018 - Dec 2019 SKILLS Administration Skills Front Office Management Customer Relations Office Management • Maintained the defined quality of Customer service standards • Managed the customer contact queue and customers tolerance • Communicated and escalated factors that impact on customer experience to the appropriate departments. • Managed service delivery aligned to customer needs and business objectives Monitor and maintain facilities • Managed service delivery aligned to customer needs and business objectives • Contributed to, monitor and report daily productivity on all revenue generating activities • Contacted the customers, give feedback on customer reactions to products and services rendered Achieve/exceed set targets • Communicated, improved interaction and escalated factors that impact on Customers experiences to appropriate departments • Ensured Customer complaints are addressed appropriately and resolution given within Service standards • Promoted and maintained a high quality, professional, service oriented company’s image among users. RECEPTIONIST/ADMINISTRATION Relationship Management Phone Etiquette Communication skills ICT competence REFERENCES Vivian Ayuma Murwa Yellow Agency Ltd | Jan 2013 - Dec 2016 • Received and directed visitors. • Answered both internal and external queries. • Channeled telephone calls to different departments in the organization. • Channeled telephone calls to different departments in the organization. • Ensured all members were served to their satisfaction. • Arranged meetings and conferences including preparing agendas and meetings. • Arranged meetings and conferences including preparing agendas and meetings. • Offered secretarial and correspondence support, mail handling, • filing archiving and retrieval of information whilst ensuring confidentiality • filing archiving and retrieval of information whilst ensuring confidentiality • Served as a liaison between departments to ensure a manageable flow of work. • Served as a liaison between departments to ensure a manageable flow of work. • Carried out the timely payment of office bills. • Facilitated general office organization and cleanliness. • Handled Social Media pages Pix Robust Ltd P: - PROFESSIONAL TRAINING Nesta Mutinda COMMUNITY RADIO WORKSHOP TRAINING Pix Butali Sugar Company P: - Paul Jaoko Pix SP Advisory Ltd P: - TRACEABILITY SURVEY TOOLS IN THE AGRICULTURAL VOCATIONAL TRAINING SYSTEM