Christiana Odoro
Lagos,Nigeria
Summary
Strategic Operations & Customer Experience Leader with experience in driving business growth, operational efficiency, and service excellence across hospitality, aviation, banking and corporate services. Skilled in process improvement and management, revenue growth, customer experience strategy, team leadership, and process optimization. Adept at training and coaching cross functional teams, improving service delivery and implementing performance metrics that enhance profitability and customer satisfaction.
Overview
21
21
years of professional experience
Work history
General Manager
Hillsbay Hotels
Lagos, Nigeria
2022.03 - 2025.08
- Directed full hotel operations including budgeting, staffing, service delivery, and vendor relations to ensure operational efficiency.
- Implemented strategic initiatives that increased revenue generation and strengthened customer retention.
- Developed partnerships and corporate clients, enhancing long-term business relationships.
- Achieved customer satisfaction with regular feedback and improvement sessions.
Customer Experience Manager (Hybrid)
Solidago Construction Ltd.
Lagos, Nigeria
2018.08 - 2021.01
- Managed service recovery processes and ensured rapid resolution of client complaints.
- Streamlined operational processes to improve efficiency and service quality.
- Strengthened relationship with key clients and Improved customer satisfaction by implementing new feedback systems.
- Coordinated timely delivery of products, resulting in increased client satisfaction.
Human Resources / Administrative Manager
VFuels LLC.
Lagos, Nigeria
2015.02 - 2016.11
- Managed fleet, employee engagement, compensation and daily administrative operations, ensuring smooth workflow and operational efficiency.
- Conducted performance reviews and implemented staff development initiatives to improve productivity.
- Supervised administrative teams and delegated responsibilities to optimize operational performance.
- Managed reporting systems, documentation processes and operational databases.
Country Manager
Global Seaway International Company Ltd.
Port Harcourt, Rivers State
2013.09 - 2015.02
- Led national business operations including client service, business development, and strategic planning in Ghana, Ivory Coast and Turkey that boosted revenue by 43%.
- Recruited, trained and coached a high-performing team of over 25 staff members.
- Analyzed competitor activities and market trends to inform strategic decision making.
- Built a customer experience team that strengthened client relationships and service delivery.
Customer Service Officer
Fidelity Bank Plc.
Lagos, Nigeria
2012.07 - 2013.09
- Delivered high quality customer support through proactive relationship management.
- Identified sales opportunities and promoted banking products to enhance customer confidence and increase revenue.
- Worked with a team of 3 that professionally managed over 150 walk in customers daily asides addressing customer inquiries and complaints, ensuring prompt resolution.
Guest Relations Manager
Best Western - The Island Hotel
Lagos, Nigeria
2010.06 - 2012.06
- Managed guest services operations ensuring high standards of hospitality and service quality.
- Addressed customer concerns and resolved complaints to maintain guest satisfaction.
- Conducted staff training on customer service standards and hospitality best practices.
Call Center Supervisor/Inbound Call Center Agent
Globacom Limited
Lagos, Nigeria
2004.05 - 2010.05
- Supervised call center agents and monitored call quality to maintain service excellence.
- Provided coaching and performance feedback to improve team productivity.
- Implemented call monitoring systems and service performance metrics.
Education
Advanced Diploma - Human Resources Management
University Of Lagos
LagosBachelor of Science - Microbiology
University of Uyo
Akwa Ibom StateSkills
- Operations management
- Customer Experience Strategy
- Business Development
- Revenue Optimization
- Service Quality Management
- Client Relationship Management
- KPI Monitoring & Reporting
- Process Improvement
- Stakeholder Management
- Conflict Resolution
- Budget Management
- Organizational Leadership
- Training & Coaching
- Performance Management
Timeline
General Manager
Hillsbay Hotels
2022.03 - 2025.08
Customer Experience Manager (Hybrid)
Solidago Construction Ltd.
2018.08 - 2021.01
Human Resources / Administrative Manager
VFuels LLC.
2015.02 - 2016.11
Country Manager
Global Seaway International Company Ltd.
2013.09 - 2015.02
Customer Service Officer
Fidelity Bank Plc.
2012.07 - 2013.09
Guest Relations Manager
Best Western - The Island Hotel
2010.06 - 2012.06
Call Center Supervisor/Inbound Call Center Agent
Globacom Limited
2004.05 - 2010.05
Advanced Diploma - Human Resources Management
University Of Lagos
Bachelor of Science - Microbiology
University of Uyo