Hi, I’m
OSEKA OLUWAKEMI ROSE
Aviator, Customer Service Officer And Educator
Lagos
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Conscientious customer service officer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
20
years of professional experience
Work History
Markari Travels And Tours LimitedLagos
Sales Executive
03.2021 - Current
Job overview
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
OffisDesignLagos
Branch Manager/Personal Assistant
06.2020 - 02.2021
Job overview
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Maintained friendly and professional customer interactions.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Assessed employee performance and developed improvement plans.
- Boosted sales and customer loyalty through incentive programs.
- Implemented service improvements to enhance sales cycle.
Paddy's Bakery Global ServicesAbuja/Lagos
Operations Manager/Marketing and Sales Manager
08.2016 - 01.2020
Job overview
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed systems and procedures to improve operational quality and team efficiency.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Markari Travels and ToursAbuja
Manager
01.2012 - 01.2016
Job overview
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved marketing to attract new customers and promote business.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Managed and motivated employees to be productive and engaged in work.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Improved safety procedures to create safe working conditions for workers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Nigerian Aviation Handling Company, NAHCOLagos
Passenger Service Officer
01.2003 - 01.2012
Job overview
- Meeting and Departing flight
- Handling Special passengers like VIPs, Physically Challenged Passengers and Unaccompanied Minor
- Maintain effective communication between the passenger, the Airlines and the Organization
- Provide advice and recommendation to the management on the trends in the industry
- Provide practical on the job training for new staffs.
- Oversaw ticketing, gate and ramp services.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Developed and implemented strategies to minimize customer wait times.
- Escorted handicapped passengers from terminal to aircraft.
- Monitored security and maintained operational protocols.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
National Open University of NigeriaLagos
B.A (Ed.) Early Childhood Education from Early Childhood Education
03.2023 - 03.2023
Mix and Bake Confectionaries and school Certificate in Bread Baking
Lagos State Polytechnic Ikorudu
OND from Mass Communication
Skills
Problem-Solving
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Passenger Handling Procedures –NAHCO
- Basic check-in Procedure –DCS, NAHCO,BA, LUFTHANZA, AIR FRANCE, EGYPT AIR, VIRGIN ATLANTIC, KENYA AIRWAYS and so on
- Dangerous Goods Procedure (cat.5 and cat.9) -NAHCO and BA
- Emergency Procedure -BA and KLM
- Data Protection –BA
- Aviation Security and awareness –BA and NAHCO
- Fire Management –BA
- Ground Security and Disruptive Passenger –BA
- Fly Ability –BA
- Business Integrity –BA
- Animal Welfare –BA
- Special Passenger handling-BA
- GLOBAL DISTRIBUTION SYSTEM (GDS) Amadeus Galileo
- Negotiation-United States Institute of Peace 8/02/2022
- Preparing for Peace Building - United States Institute of Peace.8/02/2022
- Prevention of sexual exploitation and abuse (PSEA)- UNICEF15/02/2022
- Life Support- Florence Academy Mar 2022
- Fire Safety -Florence Academy Mar 2022
- Understanding Your Customer - Butterfly Works :Design Thinking for Innovators Mar 2022
- Developing Agile Solutions -Butterfly Works :Design Thinking for Innovators Mar 2022
- First Aid- Florence Academy Mar 2022
- Project management - DEXA ongoing
- Monitoring And Evaluation- Alison ongoing
- Digital Ad Certificate- Digital Ad Expert ongoing
Hobbies
- Reading
- Cooking
- Talking
- Travelling
Referees
Mr Oseka Mark Ambaly
Maximum Praise House ltd
08106727354
Engineer M.A. Ojo
Egbin Power Station Ijede Lagos
07069462700
Mr Steve Anu Adesemoye
Lagos state polytechnic Ikorodu Lagos
08023387733
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
National Open University of Nigeria
B.A (Ed.) Early Childhood Education from Early Childhood Education
03.2023 - 03.2023
Sales Executive
Markari Travels And Tours Limited
03.2021 - Current
Branch Manager/Personal Assistant
OffisDesign
06.2020 - 02.2021
Operations Manager/Marketing and Sales Manager
Paddy's Bakery Global Services
08.2016 - 01.2020
Manager
Markari Travels and Tours
01.2012 - 01.2016
Passenger Service Officer
Nigerian Aviation Handling Company, NAHCO
01.2003 - 01.2012
Mix and Bake Confectionaries and school Certificate in Bread Baking
04.2016
Lagos State Polytechnic Ikorudu
OND from Mass Communication
04.2006
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