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Summary

I am a highly motivated, dynamic and hardworking individual with extensive knowledge in customer relationship management, with proven ability and practical experience of supporting customers and the timely completion of technical project activities both individually and as a team player. I am creative, analytical and innovative with strong interpersonal skills. I embrace challenging task and I am acquainted to multitasking and coordinating resources effectively to achieve desired result.

Work experience

2014Present

Ticketing/Reservation Officer

Dana Airlines Limited

Responsibilities:

  • Making reservation for customers
  • Confirming reservation for customer
  • Responding to emails and enquiries  from customers
  • in charge of daily and weekly report.
  • Attending to customers complaints, to ensure that they are given high customer service satisfaction
20142015

Call Centre Agent

Dana Airlines Limited

Customer Service/Call Centre Agent

Responsibilities:

  • Respond to customers' needs and related issues
  • Provide sufficient and relevant information to customers
  • Complete flight booking forms, prepare change of details and issue flight tickets
  • Keep records of customer's feedback, recording detail of inquiries as well as action taken
  • Provide information about products and services to customers, take orders or cancel reservation and obtain details of complaints.
  • Follow through with problems or claims promptly and offer ongoing services and help
20102011

Customer Care Officer

Ondo State Library Board(NYSC)

Customer Care Officer

Responsibilities:

  • Receives and resolves complaints from library patrons Attending to customer enquires
  • Receive and resolves complaints from library patrons Arranging and preserving library materials
  • Responsible for cataloguing information and knowledge management, providing adequate information to customers and assisting if needed
  • Assisting other colleagues' when necessary Performing other duties assigned by superiors
  • Arranging and preserving library materials
  • Responsible for cataloguing information and knowledge management

Education

20052009

BA In English and Literary Studies (Second Class Low Honors)

Imo State University

Course content includes: Modern Poetry, Literary and Cultural Theory, Literature in English, Creative Writing, Language Phonetics and Phonology, Semantics and Syntax, Sociolinguistic,
Project topic: English As Nigeria’s Lingua Franca And The Economic Implication

19982004

WAEC Secondary School Certificate

Prismoni College Ojodu West African Senior School

Senior Secondary School Certificate Examination
Subject include: Mathematics, English, Literature, Government, Home Economics , Biology, Agricultural Science.

19901998

First School Leaving Certificate

Primary School First School

Graduation grade: Merit

Certifications

2013

IATA/UFTAA Diploma in Travel and Tourism

Landover Aviation School

Training on how to customize and construct complex travel itineraries, develop specialized knowledge of travel products and gain the skills to process ticket exchanges and reissues. Improve your sales skills to successfully turn prospect and existing customers into returning customers and learn how to understand how industry regulations affect your travel operations.

Skills

Microsoft Office Suit

Microsoft Office, Excel, Powerpoint

Customer Service

Positive language, Customer Satisfaction, Telephone techniques

Accomplishment

  • November 2008 Founding Member; English Speakers Association, Imo State University: Was responsible for encouraging student participation and working as a group to teach English in local communities
  • December 2014, Best Customer service Agent for the Year.

Highlights

  • Creativity
  • Relationship building  
  • Complaint Procedures 
  • Positive language 
  • Telephone techniques  
  • Effective questioning
  • Managing objections   
  • Customer satisfaction
  • Team work


Languages

English and Igbo

Reference

Available on request