Deborah Oladapo
Customer Representative
Abuja, Nigeria• gmail• -• linkedin
SKILLS
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Technical Skills/Tools: CRM, Salesforce, Google(Meet, Docs, Sheets, Slides, Forms), Email clients,
Zoom, Trello, Asana, Slack, Canva, Grammarly.
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Certifications: ALX Virtual Assistant, ATC Pro Academy
PROFESSIONAL EXPERIENCE
TUNLAPAL HOMES
Abuja,NG(Remote)
Customer Representative
Sep 2022-April 2024
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Guest Support: Assisted over 50 guests monthly, maintaining a 90% satisfaction rate by delivering timely
support on booking inquiries, check-in/out procedures, and accommodation details.
● Issue Resolution: Resolved 80% of guest issues within 24 hours, ensuring minimal escalations and a 15%
increase in repeat bookings through prompt problem-solving.
● Booking Management: Managed over 150+ reservations quarterly, reducing booking errors by 25%
through meticulous coordination and implementing an enhanced tracking system.
● Multi-channel Communication: Responded to 90+ guest inquiries weekly across email, phone, and chat,
reducing average response time by20%, ensuring consistent and courteous communication.
KINGS AND QUEENS HOMES
Customer Representative
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Abuja,NG
Nov 2020-June 2022
Feedback Analysis: Collected and analyzed guest feedback, presenting actionable insights to management
that boosted guest satisfaction scores by 18% over six months.
Housekeeping Coordination: Coordinated with cleaning teams to ensure 100% readiness for incoming
guests, leading to a 10% reduction in guest complaints related to property conditions.
Maintenance Oversight: Managed 50+ maintenance tickets monthly, expediting resolution timelines by
30% and ensuring properties consistently met comfort and safety benchmarks.
Customer Experience: Improved the overall guest experience by implementing a pre-check-in checklist,
reducing check-in delays by 25%.
Reservation Modifications: Successfully handled 45 last-minute booking modifications monthly,
maintaining a 85% retention rate for affected guests.
EDUCATION
SAMUEL ADEGBOYEGA UNIVERSITY
BSc. Business Administration
Edo state, NG
