About

Environmental Science Graduate | Data Annotation & Customer Support | Detail-Oriented & Passionate About Sustainability

Skills

  • Microsoft Office
  • Microsoft Word
  • English
  • Typing Skills
  • Office management
  • Customer Service and Support
  • Customer Relationship Management (CRM)
    2
  • Accuracy and strong attention to detail.
    7
  • Teamwork and Collaboration
  • Good communication skills and building trust
    7
  • Analytical and problem-solving skills
    5
  • English and Kiswahili

Experience

Evelyn Odera

Work experience
  • 1. Handled high volumes of inbound and outbound customer calls daily.
  • 2. Resolved customer complaints and inquiries professionally and efficiently.
  • 3. Provided accurate information about products, services, billing, and policies.
  • 4. Documented customer interactions and updated CRM systems accordingly.
  • 5. Escalated complex issues to relevant departments when necessary.
  • 6. Met or exceeded daily/weekly call targets and quality assurance standards.
  • 7. Maintained a positive and empathetic attitude to enhance customer experience.
  • 8. Followed scripts and compliance guidelines in line with company policies.
  • 9. Assisted in training new agents and sharing best practices.

Evelyn Odera

Work experience
  • Monitored, assessed, and reviewed tasks (including voice/audio-based data) to ensure high levels of accuracy, compliance, and quality.
  • Delivered clear, actionable feedback to team members on underperforming tasks, highlighting errors and providing step-by-step guidance for improvement.
  • Maintained a consistent quality rating above internal benchmarks while balancing speed and accuracy under tight deadlines.
  • Participated in regular training sessions and quality review meetings to stay updated on changing standards and project goals.
  • Collaborated with supervisors and QA teams to enhance review workflows and improve client satisfaction across multiple projects.
  • Provided insights and recommendations to improve task guidelines and optimize call performance based on data trends and flagged issues.

Evelyn Odera

Work experience
  • August, 2020 - December, 2020
  • Fulltime
  • Analyzed call performance metrics and service-related KPIs to identify areas for quality improvement across support operations.
  • Audited large datasets tied to customer service interactions to detect gaps in communication, resolution times, and first-call accuracy.
  • Identified recurring issues in call handling and collaborated with supervisors to develop corrective strategies.
  • Defined and documented system specifications to improve call logging, data capture, and follow-up protocols for support agents.
  • Worked with team leads to structure call quality dashboards and visual reports for performance tracking.
  • Participated in research projects related to customer sentiment analysis based on recorded call transcripts and feedback.
  • Assisted with backend analysis of call center data used in monthly quality assurance reviews.
  • Supported training teams with insight reports drawn from customer interaction data, improving the focus of coaching sessions.

Evelyn Odera

Work experience
  • Wunderbloom Media is a lead generation and digital marketing agency.
  • Conducted high-volume outbound calls using structured scripts to generate leads and qualify prospects while maintaining professionalism and consistency.
  • Handled cold calls and follow-up calls, accurately logging responses, objections, and scheduling follow-ups based on client interest.
  • Participated in QA sessions by reviewing call recordings and client testimonials with supervisors to spot compliance gaps and communication issues.
  • Maintained detailed and up-to-date call logs, notes, and follow-up schedules within the company’s CRM to ensure seamless tracking of lead status.
  • Collaborated with the CEO and outreach team to refine client communication strategies, focusing on clarity, empathy, and persuasion.
  • Contributed to the development of outbound call scripts and process guides aimed at increasing engagement and improving call conversion rates.

Evelyn Odera

Education

Related persons

Clifford KisienyaQaulity Analyst at Sama Nairobi Kenya
richard remnant Data Annotation Associate (Reviewer) at Sama Nairobi Kenya
Clifford OkothChairperson at Uwezo Fund Oversight Board
Godfrey OmolloQA at Sama Nairobi Kenya