Favour

FAVOUR IKPO-ONWUKA CHIAMAKA- |-| Lagos State PROFESSIONAL SUMMARY Experienced professional with a comprehensive background in guest management, customer service, hospitality, and administrative roles. Currently overseeing daily operations at Jara Beach Resort, ensuring high standards of guest satisfaction and seamless service delivery. Proven track record in resolving guest inquiries, training staff, and implementing service improvement strategies. Previous roles include enhancing customer service efficiency and accuracy at 1WAVE EMPIRE and HCUE Catering Services. Holds a BA in English and Literary Studies from the University of Calabar, with additional certifications in Digital IT Training and Customer Service. Highly skilled in customer interaction, complaint resolution, and team management. CORE SKILLS AND COMPETENCIES ♦ ♦ ♦ Operations Supervision Customer Relationship Management (CRM) Sales Strategy and Execution Scheduling and Calendaring Social Media Marketing Administrative Support Complaints Resolution Financial Transactions Process Improvement Project Management Skilled in effectively training, mentoring, and managing guest service staff, ensuring adherence to company policies and high standards of service while fostering a collaborative and efficient work environment. ♦ Training/Staff Management Customer Satisfaction Ability to demonstrate consistent capability in addressing and resolving customer inquiries and complaints promptly. ♦ AREAS OF EXPERTISE Office Administration Data Management Proficiency in enhancing operational processes by meticulously maintaining records, managing Lead Generation cash transactions with high accuracy, and improving office efficiency through effective administrative support and appointment scheduling. Market Analysis Ability to contribute to revenue growth through strong sales acumen and customer persuasion Travel Itinerary skills, achieving a significant increase in monthly revenue and successfully upselling products and services to clients. Presentation Record Keeping Effective communication, interpersonal, leadership, flexibility, multitasking, time management, emotional intelligence, analytical thinking and problem solving capabilities. WORK EXPERIENCE GUEST SERVICE MANAGER Jara Beach Resort ♦ |Apr 2024 – Till Date| Notion, Microsoft Office Overseeing the day-to-day operations of the guest services team to ensure high standards of customer service and guest satisfaction. ♦ Addressing and resolving guest inquiries, concerns, and complaints promptly and professionally to maintain positive guest experiences. ♦ Training, mentoring, and managing guest service staff to ensure they provide excellent service and adhere to resort policies and procedures. ♦ Working closely with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless service delivery and address any guest issues. ♦ Identifying areas for service improvement, implementing new strategies or programs, and monitoring their effectiveness to enhance the overall guest experience at the resort. CUSTOMER SERVICE REPRESENTATIVE/PERSONAL ASSISTANT 1WAVE EMPIRE, Lagos ♦ |June 2023 – Feb 2024| Achieved a 95% response rate by promptly answering and addressing customer calls and messages, ensuring timely and effective communication with clients. TECHNICAL SKILLS (Word, Excel, PowerPoint), CRM Software, Google Workspace, Zoom, Teams. LANGUAGE English Igbo ♦ Successfully resolved 85% of customer complaints on the first contact, significantly improving service efficiency and customer satisfaction. ♦ Contributed to a 20% increase in monthly revenue by consistently closing sales, demonstrating strong sales acumen and customer persuasion skills. ♦ Enhanced product knowledge by 30% by effectively managing and addressing customer inquiries, leading to better-informed customers and more effective upselling opportunities. ♦ Improved data accuracy by 40% by meticulously maintaining records of customer interactions, calls, messages, and feedback, facilitating better decision-making and customer follow-up processes. ♦ Scheduled appointments meticulously, handled travel arrangements and reservations, reducing travel-related expenses by 15%, and managed phone calls and administrative tasks, enhancing office efficiency by 25%. CUSTOMER SERVICE/CASHIER/WAITRESS HCUE Catering Services, Port-Harcourt. |Feb 2022 – Jan 2023| ♦ Handled and computed customer orders and payments at the frontline, maintaining a 98% accuracy rate in transactions, ensuring smooth and error-free operations. ♦ Delivered outstanding customer service, resulting in a 25% increase in customer satisfaction scores through attentive and personalized service. ♦ Managed cash transactions meticulously, reducing cash discrepancies by 30% through precise record-keeping and diligent cash handling procedures. ♦ Efficiently served customers with accurate orders, achieving a 95% order accuracy rate, which contributed to a seamless dining experience. ♦ Addressed customer complaints effectively, enhancing overall service quality and reducing the number of complaints by 20% through proactive problem-solving and customer engagement. EDUCATION HISTORY BACHELOR OF ARTS (BA), ENGLISH AND LITERARY STUDIES University of Calabar. WEST AFRICAN EXAMINATION COUNCIL (WAEC) Dora Chinyere Nwankiti Juniorate, Inyishi, Imo State. |2023| |2016| CERTIFICATION DIGITAL IT TRAINING — Digital Witch Support Community |2024| CUSTOMER SERVICE — Tutorials Point |2024|