TOLULOPE AFOLAYAN
Ikeja,Nigeria
Summary
Energetic employee well-versed in strong communication and organization skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Executive / Refund Manager
Sky Logistics Limited (GSA Delta Air Lines Inc)
Ikeja, Nigeria
07.2023 - Current
- Corresponding with customers on enquiries and resolving 85% of complaints using best practices
- Consolidating monthly reports on ticket payments
- Handling over 40 calls and emails per day, resolving 75% of requests and enquiries
- Handling Delta Air Lines refund desk in Nigeria, resolving 70% of refund cases
- Training new staff on best customer service practices and usage of 'Deltamatic' software.
Delta Intern
Delta Air Lines Inc
Ikeja
07.2022 - 07.2023
- Coordinated and assisted with agency sales
- Managed Delta Air Lines VIP service operations
- Coordinated Sky team-Skal 2022 Golf Tournament
- Developed Delta VIP arrival service framework
- Resolved Vip passenger's complaint
- Reported brand development progress to operations and commercial managers.
Human resources intern
Communication and Information Systems ltd
Obanikoro, Nigeria
01.2020 - 07.2022
- Published current vacancies with clear job and applicant criteria.
- Maintained statutory compliance, ensuring all HR documentation was up to date, accurate and met HR audit requirements.
- Attended new hire orientations and exit interviews to observe and learn processes.
- Recorded completed staff training for reflection in performance and salary reviews.
- Processed month-end payroll for prompt staff payments.
- Approved invoices and timesheets ahead of payment to avoid payroll errors.
Volunteer Teacher
Day Spring Academy
Ojoku
10.2018 - 10.2019
- Established debate and public speaking to develop students' communication skills
- Graded and evaluated student assignments, papers, and course work
- Supported student physical, mental, and social development using classroom games and activities
- Developed and administered tests for students to measure academic proficiency and understanding.
Education
Bachelor of Science - Business Management and Administration
Bowen University Iwo
Osun, Nigeria 09.2014 - 05.2018
High School Diploma - undefined
Iloko Model College
Osun, Nigeria 09.2008 - 05.2014
Skills
- Coaching and mentoring
- Report preparation
- Complaint resolution
- Creative problem solving
- Presentation skills
- Personnel training and development
- Training and development
Languages
English
Native
Timeline
Customer Service Executive / Refund Manager
Sky Logistics Limited (GSA Delta Air Lines Inc)
07.2023 - Current
Delta Intern
Delta Air Lines Inc
07.2022 - 07.2023
Human resources intern
Communication and Information Systems ltd
01.2020 - 07.2022
Volunteer Teacher
Day Spring Academy
10.2018 - 10.2019
Bachelor of Science - Business Management and Administration
Bowen University Iwo
09.2014 - 05.2018
High School Diploma - undefined
Iloko Model College
09.2008 - 05.2014
Similar Profiles
Abdulrasaq Oladimeji RufaiAbdulrasaq Oladimeji Rufai
Customer Service Executive at Sky Logistics Limited (GSA Delta Air Lines Inc.)Customer Service Executive at Sky Logistics Limited (GSA Delta Air Lines Inc.)
Robert SixtaRobert Sixta
First Officer at Delta Air Lines - Endeavor AirFirst Officer at Delta Air Lines - Endeavor Air
Kirstin FisherKirstin Fisher
Customer Service Representative at Delta Air LinesCustomer Service Representative at Delta Air Lines