ETIDO ESURUA
ABUJA,FCT
Summary
Experienced professional with focus on customer service and team leadership. Capable of enhancing customer satisfaction and streamlining processes through strong communication and problem-solving skills. Skilled in team supervision, conflict resolution, and implementing service improvement strategies.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer service supervisor
Ibom Airlines Limited
Abuja, FCT
02.2021 - Current
- Develop and implement customer service policies and procedures.
- Define and communicate customer service standards
- Review nd assess customer service contracts
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team in your station
- Plan, prioritize and delegate work tasks to ensure proper functioning of the station
- Handle complex and escalated customer service issues
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity, and profitability.
- Identify and address staff training and coaching needs
Customer service representative
Ibom Airlines Limited
Abuja, FCT
04.2019 - 02.2021
- Ensure passenger satisfaction via an exceptional degree of customer service in line with Ibom air brand as you.
- Assist passengers with check in, issuance of tickets, provision of flight information, baggage checks and solve ticket related travel problems.
- Efficiently execute any other duties as maybe assigned by your Manager.
- Liaise with company management to support and implement growth strategies.
- Ensure 100% customer satisfaction.
Ticketing and reservation supervisor
Discovery Airways Limited
Abuja, FCT
06.2014 - 03.2019
- Assist passengers with fare quotes, reservations, rebooking and upgrades of tickets.
- Ensure all tickets are issued correctly and according to IATA regulations.
- Block group seats for sales as at when required.
- Reconciling cash uplift with ticket sales.
- Ensure Check in of passengers and crew according to DAL's policies.
- Boarding co-ordination and Reconciliation
- Ensure flight closure, refunds reconciliation and revenue accounting.
- Ensure customer satisfaction is met.
Ticketing and reservation officer
Dana Airlines Limited
Abuja, FCT
06.2010 - 05.2014
- Reservation and booking tickets at the airport ticketing counters.
- Handling of all passenger's query.
- Ensuring that sales targets are met,
- Ensuring required stationeries are in place before resumption of work.
- Processing passenger's request for tickets change and other ticket issues.
- Adhering to company standards in terms of grooming and service levels.
- Reconciliation of ticket sales and collation of end of day sale to the revenue department.
Front Desk Officer(National Youth Service.)
General Hospital
Akwanga, Nassarawa
11.2007 - 11.2008
- Attending to patient's queries and need.
- Giving test results to patients.
- Interfacing between clients and management.
Education
Bachelor of Science - Human Anatomy
University of Calabar
Cross River State 09.2002 - 07.2007
Skills
- Communication Skills
- Problem Solving Skills
- Relationship Building Skills
- Empathy and Listening Skills
- Adaptability Skills
- Excellent working relationship with co-workers and the public
- Time Management Skills
- Ability to elicit trust and confidence from co-workers
- Microsoft word, Excel and Power point
- Team work
Languages
English
Fluent
Annang
Native
Affiliations
- Traveling
- Book keeping
- Photography
Accomplishments
- Longest serving award
- Served customers in a professional way receiving three customer service awards and employee of the year.
- Made a comprehensive database of our clients.
Certification
- Dangerous Goods
- Safety Management System
- Customer Service
- Human Factor
- Emergency Response Plan
- Amadeus
- Radixx
- Crane soft wares
References
References available upon request.
Timeline
Customer service supervisor
Ibom Airlines Limited
02.2021 - Current
Customer service representative
Ibom Airlines Limited
04.2019 - 02.2021
Ticketing and reservation supervisor
Discovery Airways Limited
06.2014 - 03.2019
Ticketing and reservation officer
Dana Airlines Limited
06.2010 - 05.2014
Front Desk Officer(National Youth Service.)
General Hospital
11.2007 - 11.2008
Bachelor of Science - Human Anatomy
University of Calabar
09.2002 - 07.2007
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