Mariam Yusuf
Garki,Abuja
Summary
Proactive and outgoing individual with keen desire to gain work experience and learn from customer service team. Offers excellent organizational and time management skills to complete tasks within deadlines. Quick learner, confident at working in fast-paced environments.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Officer
Emeraldplus Travel & Tours Ltd
Abuja, FCT
09.2021 - Current
- Addressed customer queries, resulting in enhanced customer confidence.
- Handled multi-line phone system to facilitate timely response to inquiries.
- Met daily targets by efficiently managing workload within set timelines.
- Assisted colleagues during peak hours, ensuring overall productivity of the team.
- Managed difficult customer situations for maintaining company reputation.
- Streamlined information flow through organised record keeping.
- Improved customer satisfaction by providing prompt and efficient service.
- Liaised between customers and management for effective resolution of issues.
- Facilitated smooth transactions by accurately processing sales and payments.
- Collaborated closely with team members to provide seamless service experience.
- Delivered high-quality service with attention to detail and professionalism.
Administrative Officer
Grand New Shukura Hotel
Sokoto, Sokoto State
10.2018 - 04.2019
- Company Overview: Hotel & Hospitality
- Managing Correspondence – Handling incoming and outgoing emails, letters, and other communications
- This may involve drafting responses, forwarding messages to appropriate departments, and ensuring timely responses
- Guest Relations – Providing assistance to guests by answering inquiries, making reservations, and addressing complaints or concerns
- Maintaining a friendly and professional demeanor at all times is essential
- Office Organization – Maintaining organized files, records, and databases
- This includes updating information as needed and ensuring confidentiality of sensitive information
- Supply Management – Ordering office supplies and ensuring adequate stock levels
- Monitoring usage and anticipating future needs is important to keep operations running smoothly
- Information Dissemination – Distributing information to staff members and ensuring that updates from management are communicated effectively
- Hotel & Hospitality
Front Desk Receptionist (NYSC)
Dankani Guest Palace Hotel
Sokoto, Sokoto State
12.2017 - 10.2018
- Company Overview: Hotel & Hospitality
- Reservations Management – Handling room reservations via phone, email, or in-person
- Confirming reservations, inputting changes, cancellations, and updating room availability in the hotel's reservation system
- Guest Check-In and Check-Out – Welcoming guests upon arrival, registering them into the hotel system, and checking them out upon departure
- This involves verifying guest information, assigning rooms, and processing payments
- Billing and Payments – Processing guest payments, issuing receipts, and handling cash transactions
- Reconciling daily transactions and ensuring accuracy in billing
- Administrative Support – Assisting with administrative tasks such as filing, photocopying, faxing, and data entry
- Maintaining organized guest records and updating information as needed
- Shift Handover – Providing detailed and accurate information during shift handovers to ensure seamless continuity of service
- Telephone and Email Handling – Answering incoming calls promptly and directing them to the appropriate department
- Responding to emails and inquiries in a timely manner
- Hotel & Hospitality
Education
H.N.D - Hospitality Management
Federal Polytechnic Ilaro
11.2015 - 08.2017
National Diploma - Hospitality Management
Federal Polytechnic Ilaro
02.2013 - 10.2014
Senior Secondary School Certificate - undefined
Danvic Leaders School
04.2007 - 03.2012
Skills
- Computer Literacy
- Teamwork & Collaboration
- Adaptability & Flexibility
- Empathy and Emotional Intelligence
- Service-Oriented mindset
- Communication proficiency
- Tactful feedback
- Team player
- Customer Service
- Phone etiquette
Accomplishments
- Collaboration: Liaising with other hotel departments such as housekeeping, maintenance, and food and beverage to coordinate guest requests and ensure smooth operations.
- Problem Solving: Resolving guest issues and complaints effectively, and escalating complex matters to management when necessary. Taking proactive steps to ensure guest satisfaction.
- Upselling and Promotion: Promoting hotel amenities, special packages, and upgrades to guests to enhance their experience and increase revenue.
Languages
English
Yoruba
Affiliations
- Cooking
- Reading
- Traveling
Referees
Mr Waheed Lafenwa Balogun
Zonal Manager, Zenith Bank Plc Lokoja Branch, Kogi State.
07040000440
Mrs S.B Ajisafe
Director, Alabrar Elementary & Tahfiz School, Kaduna State.
08036007068
Alh. Aliyu Dankani
Director, Dankani Hotel
Sokoto State. 08096243331
Timeline
Customer Service Officer
Emeraldplus Travel & Tours Ltd
09.2021 - Current
Administrative Officer
Grand New Shukura Hotel
10.2018 - 04.2019
Front Desk Receptionist (NYSC)
Dankani Guest Palace Hotel
12.2017 - 10.2018
H.N.D - Hospitality Management
Federal Polytechnic Ilaro
11.2015 - 08.2017
National Diploma - Hospitality Management
Federal Polytechnic Ilaro
02.2013 - 10.2014
Senior Secondary School Certificate - undefined
Danvic Leaders School
04.2007 - 03.2012
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