Wendy Odhiambo
Dallas,Texas
Summary
Hardworking, highly motivated professional ready to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Teleperformance
09.2025 - Current
- Resolved customer inquiries through multiple communication channels, ensuring timely and effective support.
- Collaborated with team members to enhance service delivery processes, improving overall customer satisfaction.
- Utilized CRM software to track customer interactions, maintaining accurate records for future reference.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Payment Specialist
eBay
09.2022 - 02.2024
- Efficiently managed customer inquiries related to billing issues and payment processes.
- Monitored compliance with legal requirements related to banking operations including KYC norms.
- Developed a comprehensive understanding of payment processing system, procedures and policies.
- Provided effective customer service by promptly responding to emails and phone calls.
- Regularly updated customer contact information and payment records.
- Resolved customer discrepancies and disputes in a timely and diplomatic manner.
- Answered customer questions regarding problems with accounts.
- Researched customer accounts to identify payment issues.
Vendor Team Lead
a360inc
10.2018 - 06.2022
- Coordinated cross-functional teams in order to complete complex projects within tight timelines.
- Resolved escalated customer inquiries and complaints efficiently and professionally.
- Tracked performance metrics related to customer service levels and identified areas for improvement.
- Mentored junior staff on customer service best practices, leading to increased job satisfaction.
- Worked closely with vendors and suppliers in order to obtain competitive pricing for services delivered by the team.
- Liaised with clients to ensure quality standards were met throughout the service process.
- Identified areas of improvement within existing supplier relationships.
- Assessed vendors' capabilities to meet specified requirements and negotiated terms for successful partnerships.
- Monitored vendors' performance against contractual agreements and service level expectations.
- Negotiated favorable rates with vendors while maintaining the highest standards of quality.
- Developed business relationships with vendors and key decision-makers to facilitate partnerships.
- Prepared reports to summarize operational results and financial performance.
Customer Service Coordinator
GAP Solutions, Inc.
09.2016 - 06.2018
- Clearly explained to clients our insurance services when inquiries were made either via phone or email.
- Worked with department staff to research, identify and provide solutions to client inquiries.
- Prepared, processed and maintained new member and group enrollments, beneficiary forms, and eligibility calculations.
- File and archive signed documents as per organizational standards.
- Maintained constant contact with key clients to develop good rapport and anticipate future needs.
- Utilized interpersonal and conflict resolution skills to resolve customer disputes efficiently.
- Provided training sessions for new hires on how to effectively handle customer inquiries.
- Tracked shipments using shipping carriers such as FedEx or UPS to keep customers updated on delivery status.
- Ensured compliance with company policies and procedures when dealing with customer requests.
- De-escalated customer frustrations and maintained a professional demeanor in challenging situations.
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Prepared and presented customer service reports to management.
Education
Bachelor of Arts (B.A.) - Communication Sciences
Baylor University
Waco, TX, USSkills
- Know your customer
- Payment system integration
- Microsoft Excel
- Department oversight
- Contract reviewing
- Problem-solving
- Attention to detail
- CRM software
- Email management
- Negotiation and resolution
- Live chat support
- SLA
- Salesforce
- Social media support
Timeline
Customer Support Specialist
Teleperformance
09.2025 - Current
Payment Specialist
eBay
09.2022 - 02.2024
Vendor Team Lead
a360inc
10.2018 - 06.2022
Customer Service Coordinator
GAP Solutions, Inc.
09.2016 - 06.2018
Bachelor of Arts (B.A.) - Communication Sciences
Baylor University