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DO

Nairobi, Kenya

Derrick Odhiambo — Operations & Customer Experience LeaderBuilding customer experiences people remember.

Versatile professional with proven expertise in customer service, communications, public relations, and operations leadership — fostering customer-centric cultures and delivering strategic solutions that drive organizational growth.

Specialising in Customer Experience, Team Leadership, Customer Success, Public Relations, Research, Social Media

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About

Customer-centric, people-focused, results-driven.

I am a versatile professional with a proven track record in customer service, communications, public relations, research, and operations leadership. My expertise lies in fostering customer-centric cultures, driving team performance, and delivering strategic solutions that improve processes and achieve organizational goals.

With extensive experience in motivating teams, identifying opportunities, and building strong cross-functional relationships, I bring a unique blend of leadership, problem-solving, and communication skills. My approach focuses on delivering consistent results and driving sustainable growth for organizations.

Education

Bachelor of Mass Communications

Africa Nazarene University · In progress

  1. 01

    Customer-first

    Every process, script and metric starts with what the customer actually experiences.

  2. 02

    People who grow

    Strong onboarding, clear standards and daily coaching build teams that perform.

  3. 03

    Decisions from data

    Feedback trends and performance metrics become concrete improvements.

Experience

Where I’ve made an impact

From the front line of customer support to leading operations teams — each role built on the last.

  1. — Present

    Current role

    Reviews Management Specialist

    Talent Pop

    • Analyze customer reviews and feedback on Google, ensuring responses align with company values
    • Review user-generated content to identify fraudulent submissions and ensure compliance
    • Collaborate with marketing and customer service teams to maintain a positive brand image
    • Identify trends and insights from customer feedback to inform strategy
    • Provide regular reports on feedback patterns to management

  2. —

    Operations Supervisor

    Teleperformance Kenya

    • Supervised and managed customer service teams, providing daily guidance and training
    • Led onboarding processes ensuring comprehensive training on policies and standards
    • Monitored performance metrics to ensure service delivery meets company standards
    • Conducted quality checks and assessments to ensure compliance with best practices
    • Managed client relationships and prepared regular performance reports

  3. —

    Customer Service Representative

    Majorel Kenya

    • Provided timely, effective customer support via phone, email, and chat
    • Troubleshot and resolved customer issues including product defects and billing inquiries
    • Processed customer orders, returns, and exchanges with accuracy and efficiency
    • Documented customer interactions in CRM systems for tracking and follow-up
    • Collaborated with teams to share knowledge and improve service processes

  4. —

    Administrative & PR Assistant

    CLYKAY Ultimate Water Experts

    • Developed integrated communication and marketing strategies
    • Created press releases, media pitches, and newsletter content
    • Managed social media platforms and executed marketing campaigns
    • Coordinated press events and product launches
    • Conducted competitor analysis and performance tracking

Skills

Core competencies

A blend of leadership, customer experience, communications and analytical skills.

Leadership & Management

  • Team Leadership
  • Operations Management
  • Project Management
  • Performance Monitoring

Customer Experience

  • Customer Service
  • Relationship Management
  • Quality Assurance
  • Conflict Resolution

Communications & Marketing

  • Public Relations
  • Content Creation
  • Social Media Management
  • Campaign Planning

Technical & Analytical

  • Data Analysis
  • Research Methods
  • CRM Systems
  • Reporting & Analytics

Toolbox

Software & Applications

  • Microsoft Office Suite
  • Salesforce
  • Zendesk
  • Shopify
  • HubStaff
  • Gorgias
  • Beehive

Communication

  • Slack
  • Zoom
  • Loom
  • Gmail
  • Outlook
  • Asana

Reviews & Analytics

  • Review Tracker
  • BBB (Better Business Bureau)

Ventures

Duka — online shops for small businesses

Duka gives small businesses a fast, beautiful online shop with its own link — customers browse, add to cart and order on WhatsApp, then pay by M-Pesa or cash on delivery.

  • Own shop link, ready to share
  • Orders straight to WhatsApp
  • M-Pesa & cash on delivery
  • No monthly hosting costs
Explore Duka Try a demo shop
kahawa-house.deri-o.top

☕ Kahawa House

Coffee that tastes like where it’s from.

Kirinyaga AA

Ksh 1,450

Nyeri Peaberry

Ksh 1,650

House Espresso Blend

Ksh 1,200

Pour-Over Starter Kit

Ksh 4,500

Nairobi, Kenya

Let’s work together.

Have a role, project or idea in mind? I’d love to hear from you — I usually reply within a day.