Wendy ODHIAMBO
TULLIMBAR,NSW
Summary
Knowledgeable and dedicated customer service and case management professional with extensive experience. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating, and growing partnerships. Passionate about developing and facilitating programs to support communities in need. Collaborative and analytical advocate in building strategic partnerships, advocate for clients and advance change for communities in need. I am trilingual and proficient in written and spoken English, Swahili and Dholuo. I am hardworking and dedicated to achieving desired case outcomes. Offering excellent problem-solving, conflict resolution and communication abilities.
Overview
16
16
years of professional experience
Work History
Case Manager
Sedgwick
07.2022 - Current
- Helped client receive appropriate, high-quality customer service with reasonable results.
- Partnered with building consultants, engineers, case managers and insurance companies to implement individualized case plans and documented client interactions and interventions in electronic data maintenance systems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Senior Customer Service Advisor / Trainer /, Social Media Officer
The Tax Refund Group
05.2019 - 07.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Advisor
The Tax Refund Group
05.2018 - 07.2022
- Within 3 months I was chosen to oversee more complex queries directly with HMRC as well as manage all invoices and disputes directly with client
- After returning from maternity, I was given the opportunity to assist and oversee training new CSAs as well as helping with aspects on recruitment
- My key responsibilities are:
- Resolved customer service issues using company processes and policies and provided updates to customers
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Greeted customers and listened closely to problems described to determine solutions
- Coached new team members on service techniques and provided scoring through quality assurance program
- Screening CVs and assisting in interviews
- Designed and executed new training plans across new and existing employees
Customer Service Adviser
Inland Revenue
04.2018 - 10.2018
- Science and International Relations,
- Economics
- Monitored calls to improve quality
- Handling escalations and complex customer complaints or queries via telephone, email, and live chat
- Streamlined processes to improve and optimize workflow
- Respond to all comments, direct messages and emails and SMS messages in a timely manner and in a way that seeks to enhance people's perception of our business
- Generate sales from direct messages and comments on our posts
- Investigate and respond to any comments left on Trustpilot acting to remove/dispute unacceptable reviews
- Fully dealing with queries through direct messaging on Facebook
- Perform activities designed to increase engagement and followers for our pages
- Consistently achieve all KPIs for speed of response, quality, and lead generation
- Reporting back and working closely with the digital marketing department
- Working to expand the company social media presence across all platforms both current and potential new
- Handle customer inquiries, complaints, information verification and payment extension/service requests
- Calm angry callers, repair trust, negotiate debt, problem resolution and design best-option solutions in accordance with tax policies
- Policy implementation, education, and explanation of client obligation
- Updating client information and promoting online services
- Key Accomplishments:
- Managed a high-volume workload within a deadline-driven environment
- Resolved an average of 300 inquiries /queries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)
- I was the lead “go-to” person for new representatives on particularly challenging calls
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
- Gap in Employment: Maternity Leave and overseas travel.
Bar Supervisor
Christchurch Casino Ltd
09.2011 - 11.2018
- Frontline management
- Staffing, to include a racting, recruiting, training, and retaining
- Leading, direct guide to develop team spirit, motivating others and taking disciplinary actions if employee is not performing to required standards
- Monitoring, to ensure that pas are correctly implemented, and results achieved
- Decisional roles, to include dealing with conflicts, grievances, unexpected problems, and day-to-day customer needs
- Representative of the casino to customers, staff to management and management to staff
- Help the Casino to provide a service with integrity and quality
- Key Accomplishments:
- Developed a staff training program that reduced the training time from eight weeks to four
- Contributed to increase in sales making our bar the highest revenue earner in the food and beverage department
- Trained new staff who were able to progress to higher roles
- Amended and created a new menu, which be er catered for the customer needs by analysis of customer trends and consumption This led to the sales increase in the food and beverage
- Languages
- English, Swahili and Dholuo.
Education
Bachelor of Arts Degree (BA) - Political
University of Canterbury
06.2017
Skills
- Dispute resolution
- MS office suite, Google sheet proficiency
- Process troubleshooting and Data entry
- Documentation proficiency
- Brand awareness and representation
- Stakeholder collaboration
- Critical Thinking
- Training and development
- Social analytics and reporting
- Facebook, Trust pilot, Live chat,
- Instagram, Telephone, Email
- Call monitoring
- Program development
- Interdisciplinary Collaboration
- Case planning and management
- Interviewing skills
Timeline
Case Manager
Sedgwick
07.2022 - Current
Senior Customer Service Advisor / Trainer /, Social Media Officer
The Tax Refund Group
05.2019 - 07.2022
Customer Service Advisor
The Tax Refund Group
05.2018 - 07.2022
Customer Service Adviser
Inland Revenue
04.2018 - 10.2018
Bar Supervisor
Christchurch Casino Ltd
09.2011 - 11.2018
Bachelor of Arts Degree (BA) - Political
University of Canterbury
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