OKIKIOLA ADIGUN
Lagos,Nigeria
Summary
Customer-focused professional with over three years of experience delivering exceptional customer support, managing client relationships, and resolving complex customer issues within the travel and technology industries. Proven ability to build customer trust, improve customer satisfaction, manage high-volume customer interactions, and collaborate with cross-functional teams to deliver seamless service experiences. Skilled in complaint resolution, stakeholder communication, account support, documentation, and administrative coordination. Passionate about helping customers achieve success while driving long-term customer loyalty and business growth.
Overview
1
1
Certification
5
5
years of post-secondary education
4
4
years of professional experience
Work history
Customer Relationship Officer
247Travels
Lagos
2025.05 - Current
- Delivered exceptional customer support through phone and email, consistently achieving customer issue resolution rate exceeding 90%.
- Build and maintain strong customer relationships by providing personalized travel solutions and timely follow-up.
- Resolve complex customer concerns relating to booking modifications, schedule changes, and airline policies while maintaining high customer satisfaction.
- Collaborate with airline partners and internal teams to ensure prompt resolution of customer requests.
- Present travel solutions and partnership proposals to prospective corporate clients, contributing to new business opportunities.
- Coach and support junior team members on customer communication, GDS systems, and operational procedures.
Ticketing and reservation officer
247Travels
Lagos
2023.06 - 2025.05
- Managed over 50 customer accounts by coordinating domestic and international travel arrangements.
- Assisted customers in selecting suitable travel solutions based on their individual needs and preferences.
- Provided proactive communication regarding itinerary updates, travel requirements, and booking changes.
- Maintained accurate customer records while ensuring timely completion of all service requests.
- Worked collaboratively with colleagues to deliver efficient and customer-centric service.
Reconciliation Officer
OTP Internet Technology
Lagos
2022.10 - 2023.06
- Maintained accurate financial records and ensured transaction accuracy through detailed reconciliation processes.
- Investigated and resolved transaction discrepancies while collaborating with internal stakeholders.
- Supported administrative reporting and documentation to improve operational efficiency.
- Demonstrated exceptional attention to detail when handling sensitive customer payment information.
Education
Bachelor of Science - Marketing
University of Ilorin
Ilorin, Kwara State 2016.10 - 2021.10
Skills
- Written and verbal communication skills
- Customer Experience Management
- Complaint Resolution
- Attention to Detail
- Client Retention
- Administrative Support
- Documentation & Record Management
- Time Management
- Airline NDC Platforms
- Airline GDS platforms
- CRM software proficiency (HubSpot, Zendesk, Zapier, Sachai)
- Google Workspace
- Microsoft Office Suites
Accomplishments
- Consistently exceeded monthly customer service performance targets at 247Travels.
- Improved customer satisfaction ratings by 15% through proactive issue resolution and personalized customer support.
- Contributed to securing multiple partnership opportunities through effective client presentations and relationship management.
- Leadership Trait Award - Faculty of Management Sciences Student Association (2021)
Certification
- Certification in Introduction to Data Analysis Using Microsoft Excel — May 2023
- Certification in Introduction to Microsoft Excel — April 2023
- Data Protection Training Certification (OTP Internet Technology) — November 2022
Timeline
Customer Relationship Officer
247Travels
2025.05 - Current
Ticketing and reservation officer
247Travels
2023.06 - 2025.05
Reconciliation Officer
OTP Internet Technology
2022.10 - 2023.06
Bachelor of Science - Marketing
University of Ilorin
2016.10 - 2021.10