Ngozi Nma Onyebuenyi

NGOZI NMA ONYEBUENYI Professional Summary Customer Service Leader with over 20 years of experience in team supervision, client support, administrative operations, and call center environments. Skilled in CRM systems, support ticketing, conflict de-escalation, billing inquiries, and omnichannel communication. Experienced in training and mentoring staff, optimizing workflows, and documenting processes. Recently certified in IT Support, Data Analysis, Business Analysis, and Project Management, bringing both technical knowledge and people-focused service to every role. Core Skills • • • • • • • • • Customer Service and Call Center Leadership CRM and Support Ticketing Systems (Zendesk, Freshdesk, Zohodesk etc.) Administrative Support and Office Operations Problem Solving and Conflict De-escalation Omnichannel Communication (Chat, Email, Phone) QA Documentation and Workflow Optimization Team Training and Performance Management Microsoft Office and Google Workspace IT & Digital Tools (ClickUp, Asana, Excel) Professional Experience: Administrative Assistant Transcorp Hilton, Abuja- 2022 -2025 • • • • Provided executive and administrative support, handling correspondence, scheduling, and records. Prepared reports, managed office files, and coordinated meetings and events. Assisted in CRM database management and support ticket logging for internal communications. Ensured accuracy, confidentiality, and timeliness in documentation and reporting. Lobby Ambassador and Loyalty Program Coordinator Transcorp Hilton, Abuja- 2018 -2022 • • • • • Delivered seamless and personalized service to VIPs and long-stay guests, enhancing guest satisfaction and loyalty. Boosted loyalty program engagement, contributing to the property's top-ranking performance in the EMEA region. Ensured timely and accurate updates of guest loyalty points and benefits. Prepared and submitted detailed monthly reports for reimbursement on redemption bookings. Provided hands-on support to front desk colleagues during peak periods, ensuring efficient and smooth lobby operations. Team Leader – Front Office Transcorp Hilton - • • • • • • • • • Led and managed a team of 30+ customer service agents, ensuring high-quality support. Handled escalated guest issues including billing disputes, refunds, and urgent service requests. Conducted live call monitoring, coaching, and quality checks to ensure tone and accuracy. Trained staff on call center operations, ticketing systems, and customer interaction standards. Managed reporting, workflow tracking, and documentation for service improvement. Implemented process improvement and workflow optimization, resulting in a 25% increase in operation efficiency and faster guest response times. Conducted regular coaching, training, and performance reviews to ensure team members consistently met brand standards, SOPs and service excellence benchmarks. Collaborated with other departments to ensure smooth day-to-day operations and consistent delivery of quality guest experience. Oversaw shift handovers, scheduling, and task delegation to maintain front desk coverage and service quality at all times PBX Operator Transcorp Hilton - • • • • • • Operated a high-volume multi-line switchboard, handling inbound and outbound calls with professionalism. Served as first point of contact, delivering clear, courteous, and efficient customer communication. Directed calls and messages accurately to the right departments and staff members. Logged and tracked calls to ensure proper documentation and timely follow-up. Supported administrative functions including message handling, scheduling, and correspondence. Maintained confidentiality and discretion while managing sensitive information. Education & Certifications M.A., Business Administration – National Open University of Nigeria B.Sc., Business Administration – Abuja University Certifications: • • • • Project Management & Business Analysis – DigiTechEd Data Analysis – DigiTechEd Business Analysis – Business Analysis School IT Support - Digital Witch Community